All members of the public have the right to provide feedback or make legitimate complaints and expect that the issues raised will be handled in a fair, confidential and responsive manner, free from repercussion or prejudice.
This fact sheet provides information on how to provide feedback and/or lodge a complaint about any dealings with the Department of Industry, Innovation and Science and what you can expect from us.
The department will treat all feedback and complaints seriously and deal with them quickly. Your feedback will assist us to continuously provide quality and consistent programmes and services.
The Customer Service Charter outlines our commitment to supporting you.
How to contact us
If you wish to provide feedback and/or make a complaint you can:
The matter will be referred to the appropriate area within this department.
If you wish to make a complaint we appreciate you providing us with the first opportunity to resolve the complaint. It will assist us if you clearly explain the issue and what you think should be done to fix it. It is also useful to provide copies of any relevant documents.
Any feedback or complaints will be acknowledged and dealt with in a professional, confidential and timely manner. Making a complaint will not affect your relationship with us.
A departmental officer will endeavour to contact you within five business days to discuss the matter and will keep you informed of the progress of the case.
Where possible, matters will be resolved within 20 business days. At the conclusion of a formal complaint, you will receive our decision in writing.
You can also contact the Commonwealth Ombudsman with your complaint by calling 1300 362 072. There is no fee for making a complaint. The Ombudsman may conduct an independent investigation. As a general rule, the Commonwealth Ombudsman will not, and in some cases cannot, investigate complaints until they have been raised directly with the agency involved.
Ministers or Member of Parliament or Senators
You can also write to our Ministers or your local Member of Parliament or Senator. If you have not previously complained to us, they will probably refer your complaint to us in the first instance to review. We report back to our Ministers at the completion of the process.
You can obtain contact details for all parliamentarians at aph.gov.au.
Compensation for detriment caused by defective administration
The Scheme for Compensation for Detriment caused by Defective Administration (the CDDA Scheme) allows Government agencies to compensate persons who have experienced detriment as a result of an agency’s defective actions or inaction. Payments made under the CDDA Scheme are discretionary. This means there is no automatic entitlement to a payment.
You should direct all inquiries in relation to the CDDA Scheme to firstname.lastname@example.org in the first instance.
Further information on the CDDA Scheme is available from finance.gov.au.
Allegations of fraud against recipients of funding administered by this department, or allegations of unlawful conduct by staff of this department (or its contractors) can be made in writing and posted or e-mailed to the Fraud Control Officer. Reports can also be made by telephone.
Reports can be made anonymously, however, it is often the case that such reports do not contain sufficient information to enable a full assessment of the allegation.
The Fraud Control Officer can be contacted by:
Phone: (02) 6213 6376
Fax: (02) 6213 6724
Fraud Control Officer
Department of Industry, Innovation and Science
GPO Box 9839
CANBERRA ACT 2601
Confidentiality and privacy