Frequently asked questions - Complaints
- What can I complain to Comcare about?
- Who can complain to Comcare?
- Can I make an anonymous complaint?
- What does it cost?
- How do I make a complaint?
- What should my complaint include?
- What happens to my complaint?
- What can I expect from Comcare?
- What if I am dissatisfied with Comcare’s decisions or actions?
- Useful contacts
What can I complain to Comcare about?
You can complain to Comcare about any service we provide.
Who can complain to Comcare?
Anyone can make a complaint including employees and employers in the Comcare scheme, as well as providers and members of the public. If you do not wish to make the complaint yourself, you can ask someone else to complain on your behalf.
Please be aware, if you are making a complaint on behalf of a claimant, Comcare cannot discuss a claim with you, without the claimants written consent.
Can I make an anonymous complaint?
Yes, Comcare accepts anonymous complaints. To enable us to consider your complaint, you will need to provide us with sufficient information. We do not normally investigate an anonymous complaint unless it raises a serious matter and there is sufficient information to enable us to conduct an investigation. If you submit a complaint anonymously, you will not receive a response to your complaint.
What does it cost?
Comcare’s complaint services are free.
How do I make a complaint?
- telephone: 1300 366 979 between 8.00am and 5.00pm AEST Monday to Friday
(calls from mobile phones are charged at mobile phone rates) - write to: Comcare, GPO Box 9905, ACT 2601
- email: complaints@comcare.gov.au
- complete our online complaint form
If English is not your first language, we can arrange for interpreter services.
What should my complaint include?
Keep it simple and stick to the facts. Be as specific as possible about dates, names and other important details. You should include details of any letters that you have sent or received from us, and the details you can remember about phone calls or other discussions you have had with Comcare staff about the complaint. There should be enough information for us to understand the circumstances of your complaint and decide how to deal with it. When outlining your complaint, think about the following:
- What happened?
- When did the events take place (date and time)?
- Who was involved?
- Have you taken any action already in relation to your complaint and if so, what happened?
- What action or outcome would you like to see as a result of your complaint?
What happens to my complaint?
Your complaint will be forwarded to the area within Comcare best placed to respond to the issues and concerns you have raised.
We will acknowledge complaints within three working days of receipt. We will respond to your complaint in writing within 28 working days of receipt. If we are unable to meet this timeframe, we will contact you to provide a reason for the delay and give you an alternative timeframe within which a response will be provided.
We will give your complaint careful consideration. If there are reasons why we cannot respond to your complaint, we will explain them to you.
You can contact us during this process if you wish to know the status of your complaint.
What can I expect from Comcare?
You can expect us to be professional, courteous at all times and to pay attention to your issues. You can expect us to offer an independent, impartial assessment of your complaint and to offer advice about the options available to you.
All complaints are treated as legitimate and investigated without prejudice. People who make a complaint will be afforded natural justice throughout the complaints process and there will be no adverse repercussions for lodging a complaint.
When appropriate, we will undertake prompt and confidential investigations using procedures that are fair to everyone concerned. We will keep you informed of the progress of your complaint and we will provide clear explanations about what we can and cannot do with regards to any decision we make.
We will make sure your privacy is respected at all times in line with the Information Privacy Principles detailed under the Privacy Act 1988.
Our Claimant Service Charter sets out our standards of service in more detail.
What if I am dissatisfied with Comcare’s decisions or actions?
Opportunities for internal review
If you think Comcare has made a wrong decision with regards to your claim, please visit the reconsiderations and reviews page which details actions you can take.
If you wish to request a review of any other decisions or actions, please contact us as follows, and we will direct your request to the relevant area:
- telephone: 1300 366 979 between 8.00am and 5.00pm AEST Monday to Friday
(calls from mobile phones are charged at mobile phone rates) - write to: Comcare, GPO Box 9905, ACT 2601
- complete our online enquiry form
Opportunities for external review
The Commonwealth Ombudsman can investigate complaints from people who believe they have been treated unfairly or unreasonably by an Australian Government agency, including Comcare.
The Commonwealth Ombudsman does not usually investigate complaints unless the complaint has been raised with the relevant agency first. If you feel there is a good reason why you have not contacted Comcare about your complaint, please contact the Ombudsman's office to discuss.
To contact the Commonwealth Ombudsman:
- telephone: 1300 362 072
- write to: GPO Box 442, ACT 2600, or
- complete the Commonwealth Ombudsman online complaint form
For further information, please visit www.ombudsman.gov.au
The Safety Rehabilitation and Compensation Commission (SRCC) can investigate complaints from people who believe they have been treated unfairly or unreasonably by non-Government agencies who are licensed by Comcare. To contact the SRCC:
- telephone: 1300 366 979 between 8.00am and 5.00pm AEST Monday to Friday
(calls from mobile phones are charged at mobile phone rates) - write to: SRCC Comcare, GPO Box 9905, ACT 2601, or
- email: SRCC.Commission@comcare.gov.au
Useful contacts
Administrative Appeals Tribunal (AAT)
- telephone: 1300 366 700
- www.aat.gov.au
Commonwealth Ombudsman
- telephone: 1300 362 072
- www.ombudsman.gov.au
Office of the Privacy Commissioner
- telephone: 1300 363 992
- www.privacy.gov.au
- telephone: 1300 366 979
- www.srcc.gov.au