Reviews of complaints

Request a review of our handling of your complaint

If you are unhappy with the way that your complaint was handled, we encourage you to discuss these with your case officer first. They will discuss your concerns and explain the reasons for their decision.

We offer complainants an opportunity for the handling of their complaint to be reviewed by a senior officer who was not involved in the original investigation of their complaint. 

The purpose of a review is to consider whether the complaint was handled in accordance with the Charter. The decision to undertake a review is not automatic and it is not sufficient to merely disagree with the view formed by the case officer. The handling of a complaint is only reviewed once.

Requests for review should be made in writing, addressed to the Senior Assistant Ombudsman Complaint Resolution, and set out the reasons why the complaint was not handled fairly.

Information sheet on requesting a review (PDF 227kB) PDF icon