How to make a complaint

We value your feedback. If you are not satisfied with the service you received or the behaviour of our staff, we encourage you to:

STEP 1:
Tell the employee with whom you are dealing the nature of your dissatisfaction or concern.

STEP 2:
If you are not satisfied with their response, you may ask to speak to a senior manager or request to speak to the staff member’s supervisor in person or by phone with a view to resolving your concerns immediately.

STEP 3:
If you are still not satisfied or would like to provide suggestions or comments, please contact:

ATTN: COMPLAINTS & FEEDBACK
Mr Ryan Murphy
Executive Secretary
Australian Fisheries Management Authority
Telephone: (02) 6225 5576
Fax: (02) 6225 5300
Email : complaints@afma.gov.au

There is no financial charge for making a complaint. All complaints will be dealt with confidentially, impartially and effectively. Where appropriate, complaints will be fully investigated.

If you don’t speak English very well, help is available through the Translating and Interpreting Service (TIS) on 131 450. If you are hearing, sight or speech impaired, a TTY Service is available through the National Relay Service on 133 677.

Addressing your concerns

In addressing your concerns we will:

  • acknowledge receipt of your complaint in writing within five working days
  • where appropriate, ensure that a full, impartial, and timely investigation of your complaint is undertaken by someone who has not previously been involved in the matter
  • provide adequate protection for information collected during the formal complaint process to preserve the confidentiality of all parties concerned in the process, and
  • within 20 working days of receipt of your formal complaint, provide you with a full and detailed explanation of how and why any decision was made.

If you are not satisfied with how we have handled any complaint that you have made, you can refer the matter to the Commonwealth Ombudsman.

You may also ask a friend or relative, a Member of Parliament, legal representative or a welfare or community group to assist you with a complaint or ask them to make a complaint on your behalf.

Complaints can be made in writing, by phone, in person or by using their online complaint form:

Office of the Commonwealth Ombudsman
GPO Box 442
CANBERRA CITY ACT 2601
Phone 1300 362 072 (local call charge)
Email: ombudsman@ombudsman.gov.au