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Feedback

We welcome your feedback. It tells us what's working well and allows us to recognise and celebrate great service. It also tells us what is not working well so we can do something about it.

How can I offer a compliment, make a complaint or suggestion?

Compliments and suggestions

  • Telephone: 1300 366 979 between 8.30 am and 5.00 pm AEST Monday to Friday
    (calls from mobile phones are charged at mobile phone rates)
  • Write to: Comcare, GPO Box 9905, Canberra, ACT 2601
  • Complete our online enquiry form

Complaints

  • Phone: 1300 366 979 between 8.30 am and 5.00 pm AEST Monday to Friday
    (calls from mobile phones are charged at mobile phone rates)
  • Write to: Comcare, GPO Box 9905, Canberra, ACT 2601
  • Email: feedback@comcare.gov.au
  • Complete our online complaint form

For further information on the process, please refer to our Frequently Asked Questions.

What can I complain to Comcare about?

You can complain to us about any service we provide, as well as services provided by self-insured licensees in the Comcare scheme. Before contacting Comcare, it is important that you have spoken and attempted to resolve your concerns with your employer.

Please note that in relation to employment or industrial matters, Comcare does not have authority to intervene and you need to contact your organisation's Human Resources/Industrial Relations area. If you don't get any resolution, you may wish to contact the Fair Work Commission at www.fwc.gov.au or 1300 799 675.

Who can complain to Comcare?

Anyone can make a complaint, including employees and employers in the Comcare scheme, including self insurers/licensees 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 an injured worker, we cannot discuss a claim with you, without the injured worker's written consent.

Can I make an anonymous complaint?

We do accept anonymous complaints, but we don't normally investigate an anonymous complaint unless it raises a serious matter. We need enough information to allow us to carry out an investigation. If you complain anonymously, you will not receive a response.

What does it cost?

Our complaint services are free.

How do I make a complaint?

  • Phone: 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: feedback@comcare.gov.au
  • Complete our online complaint form

If you are not fluent in English, 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 and the details you can remember about phone calls or other discussions you have had. 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. If there are several issues, it may go to more than one area.

Complaints will be acknowledged within three working days of receipt. We will provide a response to your complaint within 10 working days of acknowledgement. If we are unable to meet this timeframe, we will contact you to provide a reason for the delay and provide you with an alternative timeframe.

Your complaint will be given careful consideration. If there are reasons why we cannot respond to any part of your complaint, we will explain them to you.

You can contact us at any point of the process to find out the status of your complaint.

What can I expect from Comcare?

You can expect us to pay attention to your issues and be professional and courteous at all times. You can expect us to offer an independent, impartial assessment of your complaint and to offer solutions and 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 investigations using procedures that are fair to everyone concerned. 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.

What if I am dissatisfied with my employer (self-insurer/licensee) decisions?

Opportunities for internal review

If you think your employer or their insurer has made a wrong decision in relation to your claim, please contact them to discuss your concerns and or request a review. The review process is two-tier, firstly being an internal process and secondly appealing to the Administrative Appeals Tribunal.

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 you can:

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 you can:

  • Phone: 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, GPO Box 9905, Canberra, ACT 2601
  • Email: SRCC.secretariat@comcare.gov.au
  • For further information, please visit www.srcc.gov.au

Useful contacts

Administrative Appeals Tribunal (AAT)

Commonwealth Ombudsman

Office of the Privacy Commissioner

Safety, Rehabilitation and Compensation Commission (SRCC)

Page last updated: 11 Feb 2016