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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. Your feedback will be passed on to the right team to review and take for consideration and action if needed.
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.
If you don’t agree with a decision made by the department about your FEG claim, you should request for review instead of making a complaint.
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
You can choose not give your name and make a complaint anonymously.
However, if the department needs more information and can’t contact you, it may not be able to resolve your complaint or tell you what action was taken or the outcome.
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 reviewed and investigated.
- Response: The department will give you a clear explanation of its findings and outcomes within 14 days, or within another if advised.
- 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: 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
Accessibility and support
- Interpreting: call TIS National on 131 450 and ask them to contact the FEG Hotline on 1300 135 040.
- Interpreter services for First Nations people: visit the National Indigenous Australians Agency website to find a service that is right for you.
- Hearing or speech: contact us through the National Relay Service (NRS) and provide our contact phone number 1300 135 040 when asked by the relay officer.