Feedback and Complaints

To make a complaint or give feedback, use our online forms, call us or write to us.

Submit feedback or a complaint

Complaints about our services

Access Canberra commits to providing excellent customer service. We value the feedback we receive about our service delivery. We will use it to improve our service and performance.

We will acknowledge your feedback within 2 business days. We aim to resolve non-regulatory complaints within 10 business days from the date the complaint was submitted.

If the response takes longer than normal, we’ll keep you informed and updated on its progress.

Complaints about the industries we regulate

Access Canberra welcomes complaints about the conduct of the individuals, businesses or industries that we regulate.

These complaints can be complex and it is important that you take the time to give us all the required information when making your complaint. This assists us in quickly progressing your complaint. We’ll keep you informed about the progress of your complaint.

We strive to resolve less-complex complaints within 30 days from when you send us the complaint. Where the matter is complex and we expect it to exceed this time frame, we’ll keep you updated.

Complaints about other agencies

Access Canberra often receives complaints that need action from another area in the ACT Government. We will forward such complaints received to the relevant area of government for their action and response. If we refer your complaint to another area in the ACT Government, we’ll tell you.

How we will respond

We assess all complaints according to the principles in our accountability commitment policies. This includes a policy to manage unreasonable complaints.

Anonymous complaints

You can choose to remain anonymous in some of your interactions with us. But, if you give us your contact details, it allows us to contact you for more information if needed.

In many circumstances, we can’t investigate or action anonymous complaints. But, feedback provided anonymously can give us useful information to improve our services and our regulatory activity.

Any information you give to Access Canberra will be managed according to our privacy policy.