What types of complaints can you make?
Category 1 and 2 conduct issues are managed by the AFP appointee’s manager through training, development, or remedial action.
Category 3 conduct and corruption issues undergo formal investigations and can result in termination, training, development, or remedial action.
Complaints to the AFP include, but are not limited to:
- Category 1 - Customer Service Issues: Such as inadequate service, incorrect advice, long delays, inaction, rudeness, not following rules.
- Category 2 – Misconduct and Unsatisfactory Behaviour: Such as minor security breaches, operational safety breach, moderate code of conduct breaches, informal harassment or bullying.
- Category 3 – Serious Misconduct: Such as breaking the law, victimisation, providing false information, inappropriate use of force, failure to follow conduct code.
- Corruption: Misusing position for personal gain, such as taking bribes.
What is NOT included?
Any unclassified actions are automatically considered Category 3 conduct, treated as serious issues.
Jurisdiction:
Complaints can be made regardless of where the conduct took place, both within and outside Australia.
Time Limitations:
The AFP Commissioner may decide not to take further action if the complaint was made more than 12 months after becoming aware of the conduct.
Discretionary Decisions:
The AFP Commissioner may decide not to take further action for various reasons, such as the complaint being frivolous, vexatious, or not made in good faith.
Additional Information:
Corruption matters are referred to the National Anti-Corruption Commission ('NACC').
Who can you make a complaint against?
You can make a complaint against:
- Individual AFP Officers: Complaints against specific officers for conduct that breaches AFP standards or law.
- AFP Staff Members: Includes administrative and support staff.
- AFP Units or Teams: Targeting specific units or teams within the AFP for procedural issues or collective actions.
- The AFP Organisation: Broad complaints regarding systemic issues, policies, or practices.
Are you eligible to make a complaint?
Who can complain?
- Complaints can be made by anyone and from anywhere, inside or outside Australia.
- It is recommended to make a complaint within 12 months of becoming aware of the conduct.
Exclusions:
None specified.
What can this body do to help?
Category 1 Conduct:
- Training and development actions such as coaching, mentoring, or increased supervision.
Category 2 Conduct:
- Remedial actions like counselling, reprimanding, formal warnings, or changes to duties.
Category 3 Conduct:
- Termination, remedial action, training and development action, or other actions taken by the AFP Commissioner.
Additional Information:
- Individuals can apply to the Federal Court for administrative review of decisions.
- Contact a lawyer for relief other than what is available from raising a complaint.
How to prepare your complaint
Format:
Complaints can be made orally or in writing.
Personal Details:
May include title, given name(s), surname, address, email, phone number, and whether an interpreter is required.
Respondent’s Details:
Information about the AFP appointee involved.
Relevant Facts:
Date, time, location, details of the incident, any attachments relevant to the complaint.
What NOT to include:
False complaints are an offence.
Additional Information:
Assistance is available for those with difficulties completing the forms.
Lodging your complaint and next steps:
Where to lodge your complaint:
- In Person: At any ACT Police Station, AFP state/regional office, or other AFP postings.
- Phone: +61 2 5126 8323 for the Workplace Issues and Complaints Resolution Answering Service.
- Mail: Workplace Issues and Complaints Resolution team, Australian Federal Police, GPO Box 401, Canberra ACT 2601.
- Online Form: AFP Feedback and Complaints.
Next Steps:
- Investigation: The manager oversees the complaints process, ensuring both parties are heard.
- Conciliation: Category 1 or 2 issues may be resolved by conciliation.
- Resolution: If unsatisfied with the outcome, consider contacting the Commonwealth Ombudsman. More information is available here.
Additional Information:
The AFP sets timeframes for managing conduct issues, aiming to keep the complainant reasonably informed.
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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