These guidelines apply to complaints that relate to the Department and its services. This includes, for example, complaints about:

• Decisions made by employees of the Department
• The conduct of employees of the Department, including the quality of service provided
• Practices, policies and procedures of the Department

These guidelines do not apply to complaints relating to, for example:

• Policies or decisions made by the Premier, Ministers or other political office-holders
• Decisions made by Courts or Tribunals

In these cases, the Department may still be able to provide you with information to assist you, including suggesting alternative avenues for you to register your complaint.

The Department may also not accept or action complaints relating to matters that are very old, which have been previously dealt with or finalised, or which are vexatious or frivolous.

Complaints from employees of the Department or their representatives are to be dealt with in accordance with the Grievance Resolution Policy and Procedures.