Introduction
We try to provide the best service we can to the public. We take all complaints about staff and administrative processes seriously.
On this page:
Content
How to complain
You can complain or give feedback to any staff member by phone or in person.
We may ask you to put your complaint in writing if:
- the person you speak to cannot solve the issue straight away
- the person you speak to believes it is not appropriate for them to respond
- you ask for action or a written response to your complaint.
Note: the process is different to complain about a Commission Member or a decision.
Send written complaints about Commission staff or processes:
- by email
- by post to The Director, Operational Performance, Fair Work Commission, GPO Box 1994, Melbourne, Vic 3001
- by fax to (03) 9655 0401.
The relevant director or other staff will look into the complaint.
We use and save your personal details in line with our Privacy policy.
Timeline to resolve complaints
When you complain in person or on the phone, we try to resolve the issue immediately. Sometimes we may need more time.
We respond to written complaints within 20 working days.
Complex complaints may take longer than 20 days to resolve. We will update you on progress if we cannot resolve your complaint within this timeframe.
We will send you an outcome in writing if we cannot resolve it when you first contact us.
If you are not satisfied with the outcome
You can take your complaint to the Commonwealth Ombudsman if you are not satisfied with the outcome. Follow the steps on the Commonwealth Ombudsman's website or call 1300 362 072.
Complaints we may not respond to
We may not respond to a complaint that:
- is made to annoy someone (‘vexatious’)
- is repetitive
- does not have any evidence (‘substance’) to support it.
If you threaten or abuse us in a complaint, we may refer it to the appropriate authority.