Tips for preparing a complaint

Before you start

Check that making a complaint is the best way to raise your concern. See feedback and complaints for information about ways you can raise issues with Comcare and how to submit complaints.  

Prepare your complaint

We want to make the complaints process simple and easy. A clear, brief and well-structured complaint helps us understand your situation and respond accurately and promptly.

When preparing your complaint, try to:

• keep it brief, specific and factual
• describe events in the order they happened
• explain any steps you have already taken to resolve the issue within Comcare and who you spoke with
• note whether you have raised the matter with another organisation and what the status is
• include reference numbers and dates, if available
• state the practical outcome you are seeking.

You can also let us know if you need any reasonable adjustments to help you engage with the complaints process.

You can attach relevant documents such as emails, letters or receipts. To help us process your complaint quickly:

• use clear file names
• attach only one copy of each document.

Taking the time to clearly outline your concerns and the outcome you are seeking helps us focus on what matters most to you.

Complaints on behalf of someone else

You can make a complaint on behalf of someone else. If the complaint is about the person’s workers’ compensation claim, we need their written consent before we can discuss the claim with you. They can give consent using this form:

Complaint template

The template below can help you to set out your complaint. You can copy and paste these headings into your email.

Your Name 
Address
Email
Phone 

Date

Subject: Complaint about [issue]

1. Summary of the issue
   ‘I am complaining about [issue]. I am unhappy because…’
2. What happened
   Describe the events in order and refer to any attachments. 
3. Desired outcome
   Explain what outcomes you are seeking.
4. Contact details
   Let us know your preferred contact method and the best time to reach you.

Attachments
List documents (e.g. '20260204 – Email with letter from my GP').

After you submit your complaint

See how we manage complaints for what to expect after you submit your complaint.

To help keep track of your complaint:

• keep copies of what you submitted and any responses
• contact us if you do not hear from us within the expected timeframe. 

You can contact the Ombudsman at any time

You can ask the Commonwealth Ombudsman for an external review at any time if you believe Comcare has treated you unfairly or unreasonably. The Ombudsman generally expects you to raise your complaint with us first. If you have a reason not to do that, you can discuss this with the Ombudsman's office.  

To request a review, go to the Commonwealth Ombudsman website.