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Complaints and compliments

If you think we are doing a good job or have had a positive experience, we would love to hear about it. Likewise, if you have ideas about how we can improve the Service, or you wish to make a complaint, we appreciate your feedback and will strive to make appropriate improvements.

The Commonwealth Ombudsman Better Practice Guide for Complaints Handling outlines how government bodies should deal with complaints as part of an environment of continuous improvement. The Australian Criminal Intelligence Commission (ACIC) is dedicated to the continuous improvement of the Service and takes all complaints seriously.

Stages of complaint handling

The ACIC follows the Ombudsman’s recommended process when handling complaints to:

  1. acknowledge complaints promptly
  2. assign and assess complaints as a priority
  3. investigate and address factual issues, including considering options for resolution
  4. respond to complainants in a clear and informative manner
  5. provide an internal and external review process when a complainant is unhappy with the result
  6. consider and act upon issues identified through the complaints process
Privacy

The ACIC respects your right to privacy. Your personal information, including police check results, will only be viewed for the purposes of managing and addressing the complaint lodged. If the complaint does not concern your personal information, it will not be viewed.

Resolution and action

The ACIC will consider and act upon any issues identified during the complaints process. However, a complaint may not result in any action being undertaken when the investigation is complete. The legislative environment the ACIC operates within is complex and as such, a complainant may feel aggrieved due to the federated nature of the Service. The ACIC is unable to change state, territory or federal laws.

Dissatisfaction with complaint handling

If you are unhappy with the outcome of the ACIC complaint handling process, you have the right for your investigation to be reviewed by the ACIC. A different ACIC staff member, who was not involved in the original investigation, will conduct the review.

If you are still dissatisfied, you can approach the Commonwealth Ombudsman, who can impartially assist in resolving the complaint.

Please provide as much information as possible when submitting a compliment or complaint.