Compliments and Complaints

 

Your compliments, complaints and suggestions are valuable to us and will help us to provide better products and services.

Compliments and Complaints Policy

If you are unhappy with a service that we provide or fund, we want to know. Your compliments and complaints provide us with information to help improve the quality of our services.

Our Compliments and Complaints Policy ensures that we process all compliments, complaints and suggestions in a consistent way and that we address them appropriately.

To access our Compliments and Complaints Policy:
See: Compliments and Complaints Policy (193KB PDF file)

As part of our commitment to service improvement, we have established a centralised system for recording, tracking and resolving client feedback.

Our feedback management system ensures that we process all compliments, complaints and suggestions in a consistent way and that we address them appropriately.

How can I make a compliment, complaint or suggestion?

You can provide feedback about any aspect of the services provided or funded by the department.

You can provide a compliment, complaint or suggestion to us in the following ways:

• Use the department's feedback form.
  See: Feedback - About our Service

• Telephone the Global Feedback Unit (toll free within Australia) during business hours.
  Telephone: 133 177

• Write to:
  The Manager
  Global Feedback Unit
  GPO Box 241
  Melbourne, Victoria
  AUSTRALIA 3001

• Complete the tear-off feedback form attached to the Compliments and Complaints brochure.
  

• Contact us directly at your nearest immigration office.
  See:
  Contact Us - Australian Offices
  Contact Us - Overseas Offices

Need more information?

Further information is provided in our Compliments and Complaints brochure.
See:
Compliments and Complaints Brochure (410KB PDF file)
Compliments and Complaints Brochure - Translated Versions

Referring complaints to the correct agency

If you wish to take your complaint outside of the department please contact the relevant agency:

Australian Customs Service

If your feedback relates to the Australian Customs Service go to Customs Complaints and Compliments.
See: Contact Customs
Example: Importing and exporting goods by air, seas or post

 

Australian Quarantine and Inspection Service

If your feedback relates to services provided by the Australian Quarantine and Inspection Service go to AQIS Compliments and Complaints.
See: AQIS Compliments and Complaints
Example: Animal and plant quarantine; import and export inspection and certification; quarantine at international airports, seaports, mail exchanges and container depots

Australian Federal Police

If your feedback relates to services provided by the Australian Federal Police (AFP) go to AFP Feedback and Complaints.
See: Feedback and Complaints
Example: Conduct or actions of individual AFP appointees; practices and procedures of the AFP

Award for Client Service Excellence (ACSE)

As a valued client, the department invites you to support our efforts to improve our client service through participation in the Secretary’s Award for Client Service Excellence (ACSE).

The ACSE is awarded to staff who work to the highest standards of professionalism and integrity. Their story is shared in DIACpeople, our internal publication, to recognise their achievements and inspire all staff to consider innovative ways to improve client service.

Importantly, we wish to recognise examples of service that are most highly valued by our stakeholders and clients. Therefore, when you become aware of an exceptional service provided by departmental staff, please take the opportunity to nominate them for an ACSE.

Nominating

Online nomination

Please use the department's compliments and complaints feedback web form and tick the options marked 'Compliment' and 'Staff Attitude'.
Note: All mandatory fields marked with '*' will need to be completed.

You can provide the appropriate information about the quality of client service in the 'Message Details' text box and indicate that this is an ACSE nomination.
See: Feedback - About our Service

Written nomination

You can make a nomination by completing the ACSE Nomination form and posting it to:

Director
Client Service and Performance Section
DIAC
PO Box 25
Belconnen ACT 2616

See: ACSE Nomination form (137KB PDF file)

Client service

The department aims to continually improve the level of service we provide to our clients. Our Client Service Charter outlines our commitment to providing quality service across our organisation.

More information about our commitments can be found in the Client Service Charter.
See: Client Service Charter