About Us

Explaining and reviewing decisions

Explaining our decisions

We must give you a statement setting out the reasons for our decision if we refuse to:

  • allow you access to a document
  • amend your personal information
  • waive or reduce the amount of your charges.

We will also tell you how to have our decision reviewed.

Generally, we must provide the statement within 30 days of receiving your request.

Reviewing our decisions

You can ask us to review our decision if you do not agree with it.

Your request for a review must be in writing. You need to send it to us within 30 days of being notified of our decision. If you cannot request a review within 30 days, you can apply for an extension of time. An extension cannot be applied for unless it falls within 30 days of receiving a freedom of information (FOI) decision. Your application should set out the reasons why you are unable to seek the review within 30 days.

An officer who was not involved in the original decision will do the review. Normally, we will give you our decision and the reasons for it within 30 days of receiving your request for a review.

You also have the right to seek review from the Australian Information Commissioner if we make an initial or review decision you do not agree with. Further information about this process can be found on the Office of the Australian Information Commissioner website.

Feedback and review bodies

Global feedback unit

If you want to provide us with feedback about our service, contact the Client Service Feedback Line. Your call will be answered by an operator in the Global feedback unit (GFU).

The role of the feedback unit when dealing with feedback calls is to:

  • act as the first point of contact for clients who want to comment on our service
  • record details about comments and complaints received
  • resolve less complex complaints within guidelines
  • refer difficult or escalating complaints to the appropriate area in the state/territory where the complaint resides.

For more information, please visit our Feedback page.
Telephone: 133 177

Australian Information Commissioner

The Office of the Australian Information Commissioner handles complaints from the public into how requests are handled under the Freedom of Information Act 1982 (FOI Act).

You can make a complaint to the Australian Information Commissioner if you do not like the way your request has been processed.

The Australian Information Commissioner has the power to undertake an investigation based on a complaint or can also initiate an own motion investigation into the actions of the departments.

If you are unsure how to make a complaint to the Office of the Australian Information Commissioner, you can contact their office and they will provide appropriate assistance.

The Privacy Commissioner

If you are not happy with how we handled your Privacy request, you can contact the Privacy Commissioner.

Telephone: 1300 363 992 (local call charge)