The following information sets out the standard of service you can expect from us, explains how you can assist us to help you, and provides an opportunity for you to comment on our performance.
Our service commitment
We aim to provide services that are:
You can expect that we will:
- treat you with respect and courtesy
- provide you with clear and accurate information
- keep you informed about the progress of your matter
- act impartially and professionally
- provide clear reasons for our decisions.
How you can assist us:
To assist us to provide you with the best service possible, we expect that you will:
- treat our officers with respect and courtesy
- respond to our requests for information in a timely manner and give us accurate information
- read the information we provide and contact us if you have any questions
- keep us informed about any changes to your contact details
- tell us if you have any special requirements to access our services, if you need an interpreter or information provided in an alternative format.
How to make a complaint about the services we provide
If you are unhappy with an aspect of our service, or you feel you have not been treated in accordance with our service charter, as a first step you should raise your concerns with the officer who has been handling your enquiry, complaint or Information Commissioner review. You can raise your concerns in an email or phone call.
If, after raising your concern with the officer handling your matter you remain dissatisfied, you can complain to their manager. Upon request, we will provide you with the name and contact details of the relevant manager. You may speak to the manager, send an email or write a letter. The manager will consider your complaint and decide on the best course of action. They will contact you to discuss your complaint and let you know the outcome in writing, if required.
The OAIC takes every complaint seriously. An appropriate course of action will be decided by a senior officer according to the nature of the allegations that have been made.
The Commonwealth Ombudsman
If you have concerns about the way we have handled your enquiry, complaint or Information Commissioner review, you may complain to the Commonwealth Ombudsman. This service is free, and you can contact the office on 1300 362 072 or visit www.ombudsman.gov.au.
What to do if you disagree with a decision we make
If you disagree with a decision that we have made, you may have the right to seek review of these decisions externally.
The Administrative Appeals Tribunal
You may have the right to seek merits review of a decision made by the Information Commissioner at the AAT. For more information, see FOI Fact sheet 12 — Your review rights[LINK].
Feedback to the OAIC
We are committed to continual improvement of our service and we value your feedback.
Please let us know if you think we have provided you with a good service or if you have any suggestions on how the service may be improved. You can do this by sending your feedback directly to the officer who dealt with your inquiry, complaint or review.