Compliments and complaints

We value any feedback that will help us improve our services. If you have a compliment or complaint, we are here to listen, help and respond.

Compliments

If you would like to compliment us on something we have done well, you can:

Complaints

When submitting a complaint, you can help us by describing the issue and relevant details in the order it occurred. This may include dates, times, actions taken and any supporting information to help us investigate. Let us know what outcome you are seeking or the action you want us to take.

How to make a complaint

If you would like to let us know how we can improve or are dissatisfied with our services or actions you received, you can:

For specific service areas, such as Transport Customer Service Centre, contact them directly.

Anonymous complaints

You can make a complaint anonymously or use a pseudonym (a nickname or screen-name). However, if you provide your contact details this helps us assess and respond to your complaint more effectively.

View our privacy statement for more information.

What happens to your complaint

We will acknowledge your complaint within 3 business days and aim to respond within 30 business days. If your issue is complex or involves a human rights complaint, a more detailed investigation may be needed. This may take up to 45 working days and we will keep you informed of the progress if needed.

Our Complaints management policy can help you learn more about how we manage complaints.

Complaint reporting

Between 1 July 2024 and 30 June 2025, the department received 80 customer complaints. Of these complaints:

  • 42 resulted in further action
  • 38 resulted in no further action
Last updated:
22 January 2026