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Providing feedback to Comcare

Comcare welcomes your feedback because it tells us what's working well and, where necessary, allows us to make improvements to our service.

How can I provide feedback?

  • 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) or call 02 6160 3985.
  • Email: feedback@comcare.gov.au or for anonymous feedback please use  the online feedback form.
  • Write to: Comcare, GPO Box 9905, Canberra, ACT 2601

If you are not fluent in English, we can arrange for interpreter services.

Reconsiderations and reviews

Asking us to reconsider a determination is different from providing feedback. If you would like to request a reconsideration, please visit the reconsiderations and reviews page for further information.

Frequently asked questions

What feedback can I provide to Comcare?

You can provide feedback about any service Comcare provides, as well as services provided by self-insured licensees in the Comcare scheme.

Who can provide feedback to Comcare?

Anyone can provide feedback.

Please be aware, if you are providing feedback on behalf of a claimant, we cannot discuss a claim with you without the claimant's written consent.

Can I provide feedback anonymously?

We do accept anonymous feedback however, we will be limited in our ability to investigate any concern you may have and will be unable to advise you of the action/s taken and outcome reached.

To submit anonymous feedback please use the anonymous online feedback form.

What does it cost?

Providing feedback is not only free it is very welcome.

What should my feedback include?

You should provide enough information so that it can be directed to the right area within Comcare. Please include details such as:

  • 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 feedback?

What happens to my feedback?

All feedback will be acknowledged in an email following this initial phone contact and we will endeavour to provide a response within ten business days. If we are unable to meet this timeframe you will be advised of the reason for any delay and provided with a new timeframe for response.

You can contact the feedback team by emailing feedback@comcare.gov.au or by calling 02 6160 3985.

What can I expect from Comcare?

You can expect Comcare staff to be professional and courteous at all times while providing you timely responses to any questions or concerns you may have.

You can expect to be kept informed of the progress of any complaint you might raise.

We will make sure your privacy is respected at all times and is in line with the Information Privacy Principles detailed under the Privacy Act 1988.

What if I am dissatisfied with Comcare's decisions or actions?

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:

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, GPO Box 9905, Canberra, ACT 2601, or
  • 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: 03 May 2018