The Department of Premier and Cabinet has a three-tier approach to handling complaints:

Tier 1: Complaint handling at Branch Level

Wherever possible, complaints are best resolved informally by the people involved. You should in the first instance direct your complaint to the person responsible for the decision, conduct, policy or procedure about which you are complaining, or their immediate supervisor. Your complaint at this stage may or may not be in writing (refer below for assistance with making complaints).

If you are in doubt as to whom your complaint should be directed, ask to speak with the Director of the area responsible for the issue which has given rise to your complaint, or alternatively seek the advice of staff within the Corporate Governance branch of the Department (ph. 02 9228 5555).

Once your complaint is received, the person handling your complaint should take action to ensure they fully understand the issue before endeavouring to resolve it directly with you. If the person to whom you have directed your complaint feels they are not the best person to deal with it, they will refer the complaint onto another person within the Department or suggest that you do so.

In all cases, your complaint should be dealt with in a fair, prompt and professional manner. You should normally receive a response within 21 working days, or otherwise receive an explanation as to when a response will be provided.

In the majority of cases, complaints will be able to be resolved without progressing beyond this first tier of the process.

Tier 2: Internal review or investigation

Your complaint may be dealt with by way of more formal internal review or investigation if it:

• Is of a very serious nature OR
• Has been referred by a Departmental employee who was handling the complaint at a Tier 1 level, or if they have suggested you submit it for more formal review OR
• Has already been dealt with at Tier 1 level and you are not satisfied with the process or outcome

In these cases it is preferred though not essential that complaints are made in writing. A Complaint Form is available to assist you. Further assistance to help you make a complaint is detailed below.

Regardless of how your complaint is made, you will need to provide details of the complaint, the names of any employees within the Department who you may have already raised the complaint with and their response/action, and your desired outcome/remedy.

Tier 2 complaints should be directed to the Executive Director, Corporate Governance, Department of Premier and Cabinet, GPO Box 5341, Sydney NSW 2001, who will:

• Ensure it is appropriately and promptly recorded, acknowledge receipt of your complaint and provide you with a Reference Number, which you should quote in all future enquiries relevant to the complaint
• Review the information you have provided and make a decision to:
• • Consult with and seek further information relating to your complaint from you and/or other people involved
  • Investigate your complaint directly, or delegate the investigation to another appropriate employee
  • Refer your complaint to another senior person elsewhere within the Department who can more appropriately deal with it

In all cases of tier 2 complaints the Executive Director, Corporate Governance is responsible for monitoring progress of the internal review and ensuring you receive a response/decision within 21 working days, or otherwise receive an explanation as to when a response will be provided.

Tier 3: External Review

If you remain unsatisfied with the process or outcome of your complaint, or in cases where the issue continues to impact on the resources of the Department, recourse to external sources of review may be appropriate. External review actions may be instigated either by yourself or the Department.

External review may include:

• Referrals to external agencies – the Independent Commission Against Corruption, the NSW Ombudsman, the Audit Office of NSW, Privacy NSW or the Anti-Discrimination Board of NSW.