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Feedback and Privacy

How we manage your privacy

We know that how we collect, use, exchange and protect your information is important to you, and we value your trust. Our Privacy Policy & Guidelines outlines how we do this, in accordance with the Privacy Act and the Australian Privacy Principles. It covers:

  • Information we collect
  • How we use your information
  • Who we exchange your information with
  • Keeping your information secure
  • Accessing, updating and correcting your information
  • Making a privacy complaint
  • How to contact us and find out more.

We take your privacy very seriously and during the course of our relationship with you we will only ask you for personal or sensitive information to assist us in providing the best quality services to you.

Please refer to the below policy and guidelines for more detail on how we keep your information secure and how to contact us should you have any concerns regarding your privacy.

Privacy Policy

How to provide us with feedback

We value your opinion and want to hear what you think about the quality of our service. We will use your feedback to improve the products and services we offer.

If we haven’t met our commitments, we want to hear from you. Your experience can help us improve our service to you and others. We want to know what you like about us and any suggestions about how we could do better.

If you would like to make a complaint, we first encourage you to talk to the manager of the Division if you are not satisfied with their response please complete the Feedback Form.

We will accept anonymous feedback and complaints but providing your name and contact information will help us to look into your complaint or feedback more effectively.

What you need to do:

Complete the form below and return it to us ensuring that you:

  • Provide details of your complaint or feedback
  • Tell us details of any attempts you have made to resolve the matter
  • Tell us your preferred outcome
  • Provide a contact phone number as privacy restrictions prevent us from sending email responses
  • Be respectful and courteous to staff and other customers
  • Tell us if you need help to use our products and services
  • Provide complete, accurate and timely information

Feedback Form

What you can expect:

If you have a complaint or feedback, we will respond to you as quickly as possible. We will let you know if we can resolve the matter or whether we need more time to investigate.

Sometimes this may mean we have to speak to someone who is handling your matter. We will keep you regularly informed of the progress of your complaint.

We will use information from complaints to investigate and resolve individual issues and to improve our services.

Generally we will contact you within 5 business days and attempt to resolve your feedback within 30 days

Where we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other options you have. In some circumstances you may be able to ask for a review of a decision

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