Complaint handling policy

We aim to handle complaints fairly, efficiently and effectively.

To achieve this, we are guided by five key principles that underpin our complaints handling processes. 

They are: 

  • we enable complaints and make it easy for you to register a complaint or feedback 
  • we respond to complaints quickly and keep you informed 
  • we resolve complaints quickly and flexibly 
  • we are objective and fair, and no customer is disadvantaged by lodging a complaint 
  • we ensure confidentiality where this is practical and appropriate. 


If you want to make a complaint about our services or our staff please send us an email: contact@customerservice.nsw.gov.au

Top of page