Introduction
We try to provide the best service we can to the public. We take all complaints about staff and administrative processes seriously.
Content
Give feedback or make a complaint
Use our complaints and feedback online form
Or write to us by post to Complaints and Feedback, Fair Work Commission, GPO Box 1994, Melbourne, Vic 3001.
What to expect when making a complaint or providing feedback
When you submit feedback or complaints through our online form it allows us to address the issues you have raised. All feedback and complaints we receive helps us to improve our services.
Complaints or feedback made in person or over the phone
If we receive a complaint over the phone or in person, we will address your concerns straight away. Sometimes we will suggest you explain your concerns by completing our online feedback and complaint form.
Written complaints or feedback
When we receive a written complaint we may respond in writing or try to call you. Depending on what you tell us, we may:
- address the concerns you raise and explain our processes;
- provide you with some further information or helpful resources; or
- share with other Commission Members and staff to help improve our services.
Timeline to address your feedback or complaint
We try to address your concerns as quickly as we can but sometimes we may need more time.
When required, we will respond to written complaints within 20 working days. Complaints that are more complex may take longer. We will update you on progress if we cannot resolve your complaint within this timeframe.
We will send you an outcome in writing if we cannot resolve it when you first contact us.
If you are not satisfied with our response
You can take your complaint to the Commonwealth Ombudsman if you are not satisfied with our response. Follow the steps on the Commonwealth Ombudsman's website or call 1300 362 072.
Complaints we may not respond to
We may not respond, or stop responding, to a complaint that:
- is repetitive, is made to annoy someone, or involves unacceptable behaviour towards our staff
- has unreasonable demands.
We may decide a demand is unreasonable if, for example, you:
- keep changing what your complaint is about
- keep raising new or unrelated concerns
We will take appropriate steps in response to unacceptable behaviour. This may include reporting it to the appropriate authority (e.g. threats of violence reported to the police).