Providing feedback or a complaint to Access Canberra

On the Access Canberra website, you can:

• give feedback about Access Canberra services
• make a complaint about a law or industry we regulate
• send feedback or complaints to other parts of ACT Government.

When you give feedback or a make a complaint, please give us clear and relevant information. This helps us respond.

Open the Access Canberra feedback form in a new window

You can choose not to give us your name or contact details when you give us feedback or make a complaint, but we won't be able to contact you about your message.

We still use feedback and complaints sent to us anonymously to help us make decisions and improve services.

Please note that if your complaint is about noise, we won't action it at all if you send it anonymously.

If you want us to send you updates about the progress of your feedback or complaint, you need to login with an ACT Digital Account before you send us your message.

If you don’t have a Digital Account, you can create one for free.

When you send us feedback or a complaint using a Digital Account, you will receive an email within a few minutes with your case number. Keep this number safe for future reference.

Some of the questions that you need to answer when you submit the form are:

1. What your issue is about
2. If your issue is feedback, a complaint, a compliment or something else
3. The details of your issue
4. When and where your issue happened
5. If your issue involves a vulnerable person, like someone with a disability, a child or an older person.

You can also send us files to help explain your issue, like a photo or a document.

We will look at your feedback or complaint and will either resolve it, ask you for more information or send your message to another area of ACT Government within 10 business days.

We base our decisions on the Access Canberra Accountability Commitments.

Access Canberra handles feedback and complaints about services from all of ACT Government, even if it's about something we're not responsible for.

If your feedback or complaint is about a service that we're not responsible for, we might refer it to another area of ACT Government that is responsible. We will either send your feedback or complaint to the right people for you, or let you know who you can contact.

After we have looked at your feedback or complaint, we will send you an email. In the email, we will either:

• resolve your feedback or complaint
• ask you for more information
• refer your message to another area of ACT Government.

Depending on our response you may not have to do anything else.

If needed you can reply to the email or give us an update using your Digital Account.

You can translate information on this website into another language by clicking select language in the top bar

You can talk with us by calling 13 22 81.

Access Canberra Service Centres have self-service computers to help you submit your feedback or complaint online.