Justice Home > Contact Justice > Feedback and complaints

​​

Feedback and complaints

Your feedback is important to us, whether you have a complaint, a suggestion or a compliment.

We value all feedback, because it helps us improve our services.

For complaints about Juvenile Justice, please see the Juvenile Justice complaints process.

For complaints about Corrective Services, please contact Corrective Services.

For all other complaints, please see the following information:

     

    How should I provide my feedback?

    You should firstly contact the staff member you were dealing with, or the staff member's supervisor. You can either write (a letter, email or fax), telephone, or provide your feedback over the counter. Contact information for each area of the Department is available from the ­Justice A-Z Justice directory.

    Alternatively, you can use our online client fee​dback form, which directs your feedback to the appropriate area.

    If you have a complaint that is serious or complex, it is generally best to put it in writing.

    If you do not know who to speak to about your feedback, or if you want to discuss the complaint process before making a complaint, you can contact the Community Relations Unit. They can refer you to the appropriate area, and answer your questions about the complaint process.

    What can I provide feedback about?

    You can provide feedback to us about:

    • the quality of service you have received from a staff member of the Department
    • the conduct of a staff member of the Department
    • a decision made by a business centre of the Department
    • a policy or procedure of the Department.

    Please note that we cannot:

    • review a decision made by a court or tribunal

    Courts and tribunals are separate from Government. The Attorney General and this Department do not have the power to overturn a decision of a court or tribunal.

    If you are dissatisfied with a decision of a court or tribunal, you may enquire about your appeal options. Registry staff in courts and tribunals can explain appeal procedures. However Registry staff cannot give you legal advice or recommend what action you should take. If you need a referral to a lawyer or other legal information and assistance, you can contact Law Access NSW.

    • investigate the conduct of a judge or magistrate

    The Attorney General and this Department do not have the power to investigate the conduct of judicial officers, such as judges and magistrates.

    The Judicial Commission of NSW receives complaints about judicial officers. More information is available on the Commission's website at www.judcom.nsw.gov.au.

    • review a decision of an independent statutory authority such as the Office of the Legal Services Commissioner, the Legal Aid Commission, or the Director of Public Prosecutions

    However we can get information from these authorities that may better explain the decision for you.

    • investigate the quality of service, decisions, policies and procedures of agencies which are not part of the NSW Department of Justice

    If your feedback is about an agency which is not part of the NSW Department of Justice, you should provide your feedback directly to the agency concerned. Alternatively you may wish to write to the relevant Minister. If you have a complaint about the administration of a NSW public sector agency, you can contact the NSW Ombudsman.

    For further information. please see our fact sheets in the top right of this webpage.


    What should I include in a complaint?

    You should briefly state your concern, and tell us what happened. Make sure you also include:

    • which person, agency or area of the Department has caused you concern
    • the relevant date, location and case reference number, if you have them
    • what you would like us to do to resolve your complaint
    • your postal address and contact telephone numbers
    • if you would like your complaint to be handled confidentially.


    While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. If this is the case, we will contact you to discuss the issue, before taking further action.
     

    What if I need assistance to provide feedback?

    If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. Just let us know:

    • about your disability, or what is your preferred language, and
    • how you would like us to help you provide feedback or make a complaint.


    We cannot provide you with legal advice. If you need a referral to a lawyer or other legal information and assistance, you can contact Law Access NSW.
     

    When can I expect a response to my complaint?

    Generally, we will provide a response to your complaint within three weeks of receiving it. If a complaint is serious or complex, it may take longer. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. If possible, we will also give you an estimated timeframe for our response.
     

    What can I expect to achieve from making a complaint?

    If your complaint is justified, we can do one or more of the following:

    • rectify our mistake
    • provide you with an apology
    • provide you with further explanation of a decision that has been made
    • promise to improve our policies, procedures or systems.

    What if I am dissatisfied with the handling of my complaint?

    If you have made a compliant to us and you are dissatisfied with the response, you can write and ask for the area which handled your complaint to conduct an internal review. This means that another, more senior staff member will look again at your complaint, and decide whether or not it was handled fairly and reasonable steps were taken to resolve the issue.

    Alternatively, if you prefer, you can ask for your complaint to be reviewed by writing to:


    At any stage of the complaint process, you can forward your complaint for consideration by a complaint-handling agency that is outside this Department. For example, you can contact the NSW Ombudsman (about a complaint regarding administration) or to the Anti-Discrimination Board (about a complaint regarding discrimination).

    You may also consider seeking a referral of your complaint to mediation. Community Justice Centres provide free, voluntary mediation services, to help people understand each other's point of view and work together to reach an acceptable agreement. However please note that not all complaints will be suitable for mediation. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation.
     

    How will you protect the privacy or confidentiality of my complaint?


    The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. For more information, you can visit the Justice Legal website or the Information and Privacy​​ Commission website.

    When examining your complaint, it may be necessary for us to seek information about your concerns from other staff members and other areas of the Department. If you want us to handle your complaint confidentially within the Department, please let us know. While we can handle your complaint confidentially, this may limit our ability to examine or resolve your concerns. If this is the case, we will contact you to discuss the issue, before taking further action.
     

    What is your policy on complaints and feedback?

    The Department's policy is available on our website and is called Managing complaints and other feedback [PDF, 102kb].
     

    Where can I get further information?

    You can contact the Community Relations Unit of the Department.

    Postal address: Locked Bag 5111, Parramatta NSW 2124
    Telephone: (02) 8688 7586
    Facsimile: (02) 8688 9620
    TTY: (02) 8688 3006
    Email: communityrelations@agd.nsw.gov.au