Do you have a complaint?
We welcome your comments and suggestions to help us improve the quality of our services. If you believe that our service failed to meet the service standards set out in our Client Service Charter, you should consider making a complaint as outlined below. This is a confidential, free service to you. Making a complaint will not in any way affect the outcome of any application you may have made.
The Client Service Charter deals with the quality of the service we give, not the decisions that we make on applications. If you are not satisfied with a decision that affects you, you may have review rights. Your review rights will be specified in the letter notifying you of our decision.
What you can complain about?
Sometimes it may be difficult to decide if a complaint is about the quality of service, a decision or government policy. The examples below should help you decide what to do. If you are still not sure what is appropriate in your particular circumstances, please ask one of our staff or the relevant Complaints Officer.
The following are examples of complaints regarding GB service:
- The client received a GB letter that contains errors in identification of the parties involved in the claim.
- The client made an enquiry 3 weeks ago relating to their claim but has not received any information despite repeated attempts to contact the GB case manager.
The following are examples of complaints regarding third parties (employers, service providers etc):
- The client expressed dissatisfaction with the hostility and aggression displayed toward them by their employer.
- The client found the comments made by the referred doctor to be inappropriate and took offence.
The following are examples of feedback that are not complaints:
- The client had their benefit terminated, and believes it should be reinstated. The client requested to have the decision internally reviewed.
- The client enquired as to the progress of their claim, and asked what their rights were under the Act.
What is our process of handling complaints?
For simple cases, your issue may be resolved at the initial point of contact. However, in those circumstances where you wish to lodge a formal complaint you can do so by phone, mail or email. We will contact you within 24 hours of you making us aware of your dissatisfaction to acknowledge the receipt of your complaint. A review will then be carried out.
Upon completion of the review, we will advise you of the resolution. In exceptional circumstances where it has not been possible to adequately investigate your complaint within a reasonable timeframe, we will notify you in writing of the reasons for the delay and nominate an extension.
Upon receipt of our resolution, if you are not satisfied with the outcome or if you believe you have not received a fair outcome, you may refer the matter back to us outlining your concerns or comments. Where appropriate, we may undertake a further review of the matter and make another attempt to reach a resolution.
You may also have the right to appeal. The Complaints Officer will indicate the appropriate appeal forum.
How can you lodge your complaint?
Your complaint may be lodged either verbally by calling us or in writing by mailing us. GB has Complaints Officers who are tasked with ensuring prompt and efficient review of your complaint.
GB Complaints Officers' details are below:
In Victoria:
Locked Bag 3570 GPO Melbourne VIC 3001 or 1800 446 062.
In NSW:
Locked Bag 912 North Sydney NSW 2059 or 1800 007 033
In QLD:
GPO Box 14, Brisbane QLD 4001 or (07) 3005 1900
In SA:
PO Box 344, Glenside SA 5065 or (08) 8357 2655
Alternatively you can lodge a complaint online by Clicking Here.
Your Privacy
The information you provide will be used for the sole purpose of investigating your complaint. In some instances, however, we may need to contact an external service provider. Information will only be provided to another party with your written consent and only for the purpose of investigating your concerns.