Additional information

Page last updated: 02 March 2017

What our department stands for

We are an Australian government service that through our vision strives for better health and wellbeing outcomes for all Australians, for now and future generations. Our purpose is to lead and shape Australia’s health system and sporting outcomes through evidence based policy, well targeted programs, and best practice regulation.


Overview on feedback and complaints

The Department of Health (department) maintains an open and accountable client feedback culture that is fair and reasonable.

The department recognises and values feedback as a valuable element in understanding all interactions with the department. Whether you are pleased with our performance or we have not met your expectations, the department values your comments.

These comments can be in the form of feedback or complaints.

Our customer service principles

Responsiveness

  • We will respond promptly to customer feedback whether it be through the online form, by phone or by written correspondence to our national or state office networks.
  • Aim to respond to all feedback within a reasonable timeframe.
  • Provide accurate and up to date information.

Quality

  • Our people will endeavour to understand your issues.
  • Tailor our response to your needs.
  • When needed provide appropriate information that is relevant.
  • You will receive an excellent service standard whenever you contact the department for help.

Confidentiality

  • We handle all information provided by you in accordance with relevant legislation (e.g. Privacy Act, 1988).
  • Conduct necessary safeguards to ensure anonymity (when required).

Transparency

  • We are open and transparent about our processes and procedures.
  • We aim to provide consistent and clear information on your feedback or complaint across all communication channels.
  • Our staff will disclose any conflict of interest.
  • We will provide access to appropriate information on your request.

Professionalism

  • Our dealing with customers will be conducted with honesty and integrity.
  • All customers will be treated equitably.
  • Our focus will be on finding solutions to our customer’s needs.
In all our dealings with our customers we will be professional and understanding in accordance with the Australian Public Service Values of:
  • impartiality
  • committed to service
  • accountable
  • respectful
  • ethical

What we expect from our customers

To allow us to help, we will expect our customers to:
  • Give us information that is timely, accurate and complete.
  • Understand your obligations and aim to fulfil them.
  • Provide courtesy and respect to our staff.

Privacy

The department is committed to protecting your privacy in accordance with the Commonwealth Privacy Act 1988.

The department collects the personal information about our customers that are identified by complaints received through all the department’s channels. This is so the department can process, investigate, respond and take remedial action where possible regarding the information provided from the customer’s initial complaint or feedback.

Where a complaint is received by the department that needs to be referred to another external agency or organisation to provide a response, the department will disclose the customer’s personal information to that agency or organisation with an aim to achieve positive outcomes for the customer.

De-identified personal information will be used for the purpose of evaluation of the department’s programs, services or administrative processes, which may include the provision of this data to third parties contracted by the department for this purpose.

The department has a privacy policy which can be read. A copy of the department’s privacy policy can also be obtained by contacting the department on (02) 6289 1555 or free call 1800 020 103 or by using the online enquiries.

The department’s privacy policy also contains information on
  • How to access personal information the department holds and how to seek correction of it; and
  • How to complain about a breach of the Australian Privacy Principles.

What happens to your feedback or complaint - how will it be treated?

If your complaint is made by telephone, mail or on our on-line form we will aim to respond within a reasonable timeframe of receipt of your complaint. If the matter is complex it may take longer to investigate, in which case an interim response may be provided.

The department may not be able to respond to complaints which are not within its jurisdictions or to complaints which do not contain sufficient information. In the case where the complaint is not within the department’s jurisdiction the department will refer the complaint to agencies, organisations or third parties that are able to investigate and respond to the complaint (as per the departments Privacy Notice (see above) and the Commonwealth’s Privacy Act 1988).

If you are not satisfied with your outcome, you may request an internal review or contact the Commonwealth Ombudsman on: 1300 362 072.

Do you need assistance?

The following services are available when you are considering providing feedback or complaints: