Feedback and Complaints

The National Indigenous Australians Agency (NIAA) aims to provide consistent and quality services to the Australian community through our staff and service providers and make every effort to improve our services. Offering feedback or making a complaint can help NIAA improve its services.

The NIAA welcomes feedback about its operations and funded services and is committed to ensuring its management of complaints is: fair, accessible, responsive, efficient and integrated.

There are no adverse repercussions for making a complaint. You won’t get into trouble if you complain.

We deal with complaints impartially, confidentially and with appropriate empathy. We want to help resolve your complaint and we will keep your information safe and treat you fairly.

We will ask you if we can share your information to investigate a complaint before we do.

We will try to resolve complaints as quickly as possible. We will get back to you as soon as we can.

We are open about the process and will advise complainants of progress. We will contact you and let you know where we are up to in dealing with your complaint.

Advice on lodging a complaint

Think of what you want to complain about and what you think should be done to fix it.

Include in your complaint the main facts, in a logical order – your contact information, relevant dates and times, description of the complaint and attach relevant documentation.

Identify what outcome you would like from lodging the complaint.

Making a complaint

Complaints may be made verbally or in writing.

You can leave feedback or make a complaint on the form on this page or phone (02) 6152 3050 or email: complaints@niaa.gov.au or send a letter to:

Complaints
National Indigenous Australians Agency
PO Box 2191
Canberra ACT 2600

Services available to assist you to make a complaint:

• If you are a non-English speaking person, contact us through the Translating and Interpreter Service (TIS) on 131 450
• If you are deaf, or have a hearing impairment or speech impairment (TTY user), contact us through the National Relay Service (NRS) on 133 677, then ask for +61 2 6152 3050
• Voice Relay users phone 1300 555 727 then ask for +61 2 6152 3050
• NRS Chat users can connect through the NRS Chat app or phone 1300 553 467, then ask for +61 2 6152 3050
• NRS Captions users can connect through the NRS Chat app or phone 1300 018 342, then ask for +61 2 6152 3050
• SMS Relay (text and listen) users phone 133 677, then ask for +61 2 6152 3050

Feedback/Complaint Form

Part A: Personal Information (name optional)