The Department is committed to providing a quality service and achieving the highest standards of conduct (and has adopted these commitments as Departmental values). One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers.
making a complaint is as easy as possible;
we treat a complaint as any clear expression of dissatisfaction with our service which calls for a response;
we treat it seriously whether it is made in person, by telephone, by letter, by fax, or by email;
we deal with it promptly, politely and, where appropriate, informally (for example, by telephone);
we respond in the right way - for example,with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
we learn from complaints, use them to improve our service, and publish information on complaints - for example, in our Departmental report.
This section explains how to make a complaint about the Department's services we provide to the public. This concerns our information, how we handle enquiries and a number of specialist services.
This procedure is not applicable for complaints about related organisations, issues and decisions. If you have a complaint about a particular Government policy, you can contact the minister for that subject area of policy, or alternatively contact your local MP.