Feedback and Complaints

We welcome your feedback, questions, comments and complaints.

If you make a complaint to ACECQA, we follow the below process using the complaints handling principles set out in the Commonwealth Ombudsman's Better Practice Complaint Handling Guide.

• Preliminary steps
  We will acknowledge receipt of the complaint in a timely manner and provide an outline of the complaint process including relevant contact details and timeframe.
   
• Assess and plan
  We will assess each complaint and if the matter cannot be resolved informally, we will develop a plan for the investigation.
   
• Investigate
  We will review the complaint and adhere to the principles of impartiality, confidentiality and transparency during our investigation.
   
• Advice to the complainant
  We will advise of the findings or decision reached at the conclusion of the investigation.
   
• Follow up
  We will advise of the opportunity to seek internal and external review of how your complaint was handled and resolved.

For feedback, questions, comments or complaints about ACECQA:

email [email protected] or phone 1300 422 327.

For complaints about education and care services please contact the appropriate regulatory authority:

• New South Wales
• Australian Capital Territory
• Victoria
• Queensland
• South Australia
• Western Australia
• Tasmania
• Northern Territory

If you are unhappy with the way ACECQA has handled your complaint, you can make a complaint to the Office of the Education and Care Services Ombudsman, National Education and Care Services Freedom of Information Commissioner or the National Education and Care Services Privacy Commissioner.