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Giving feedback
The Department of Employment and Workplace Relations (the department) values your feedback. Whether you have suggestions for improvement or want to acknowledge great service, the department welcomes your input.
You will also be invited to complete a survey after being advised of your claim outcome. This is your opportunity to provide feedback on your experience and suggest improvements to the process. If you have any questions about the survey, please email: fegsurveys@dewr.gov.au.
Putting in a complaint
The department takes complaints seriously and it is committed to handling complaints fairly, promptly, and transparently. The department’s approach to complaints about FEG is guided by the following principles:
- Fair: complaints are managed impartially, confidentially, and with respect.
- Accessible: multiple channels are available, and assistance is provided for people with additional needs.
- Responsive: the department aims to provide timely responses and keep you informed throughout the process.
- Efficient: complaints are resolved as quickly as possible.
- Transparent: the department communicates decisions clearly and explains outcomes.
Anonymous and confidential complaints
While the department will accept and assess anonymous complaints, it may not be possible to properly investigate or respond if there are not sufficient details.
If you prefer to keep your identity confidential, the department will discuss how this may affect the investigation and resolution process.
Unreasonable complainant conduct
The department follows the Commonwealth Ombudsman guidelines (PDF) for managing unreasonable conduct. This includes persistent, disproportionate demands or aggressive behaviour. Examples include:
- Repeatedly requesting remedies that are unreasonable or not possible.
- Insisting on speaking only to the head of the department.
- Attempting to direct how the department should handle a complaint.
- Using aggressive language or behaviour.
The complaint process for FEG
- Acknowledgement: The department confirms receipt and provides an expected timeframe for response.
- Assessment: The complaint is allocated and reviewed.
- Investigation: Where necessary, an independent review of the issues is conducted.
- Response: The department provides a clear explanation of findings and outcomes.
- Review: Internal or external review options are available if you are not satisfied.
If you remain dissatisfied, you may seek an independent review by the Commonwealth Ombudsman.
How to give feedback or put in a complaint
You can provide feedback or make a complaint verbally or in writing through any of the following channels:
- Phone: Call the FEG Hotline on 1300 135 040 (Monday to Friday, 9 am to 5 pm Canberra time, excluding ACT and national public holidays).
- Email: feg@dewr.gov.au
- Post:
Complaints Management Officer
Fair Entitlements Guarantee
Department of Employment and Workplace Relations
GPO Box 9828
CANBERRA ACT 2601
If you require assistance, services such as the Translating and Interpreting Service (131 450) and the National Relay Service are available.