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FAQs on Complaints Procedures
These procedures describe the way in which the Office of the Lobbyist Registrar will receive, respond to and resolve complaints by members of the public about the services we provide. The Office of the Lobbyist Registrar is committed to receiving and responding to complaints in a manner that is:
- Accessible
- Transparent
- Accountable
- Confidential
What is a Complaint? |
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A complaint is an expression of dissatisfaction. It may be about one or more of the following:
- Policy, process or procedures
- Staff
- Access to service
- Timeliness of service
- Outcome
- Quality of service
- Standard of service
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What is not a Complaint? |
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A complaint is not:
- A request for information or service
- Feedback
- An enquiry
- A compliment
- A suggestion
- A request for review or reconsideration
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How do I make a Complaint? |
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What can I expect after I make a Complaint? |
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- You will receive a response from us within three (3) business days, acknowledging receipt of your complaint and giving you a complaint number.
- We will contact you to discuss how we can best resolve your complaint.
- If we cannot help you with your complaint, we will try to refer you to someone who can help you.
- We will assess your complaint to identify the appropriate action to be taken.
- We will provide target timeframes for resolution and report to you on the progress of your complaint.
- We will treat your complaint as confidential. We may need to disclose your complaint in the following circumstances:
- We may be required by law to disclose the complaint
- If the complaint discloses reasonable grounds to believe that a criminal offence or breach of another Act has occurred, we must refer the complaint to the appropriate authorities.
- In order, as a matter of fairness, to permit the person against whom the complaint is made, to respond
- We will inform you of the outcome of your complaint.
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