Making a complaint if you have a disability

The complaint process

To make a complaint of discrimination, you need to:

  1. Make a complaint in writing.
  2. Send the complaint to us.
  3. Try to resolve the complaint through the complaint handler.

Making a complaint in writing

If you have difficulty writing your complaint, our staff can assist you. We can’t help you decide what to say in your complaint, but we can transcribe exactly what you want to say. If you want assistance writing your complaint, contact us and book an appointment to visit one of our offices, or we can also transcribe your complaint over the phone.

You can also provide your complaint to us in a different format, and we will write it for you free of charge. You can provide a video recording of yourself explaining the complaint, a voice recording, a complaint written in a language other than English or a complaint recorded in Auslan and we will have it translated free of charge.

Sending your complaint to us

You can send your complaint to us by post, email or fax. You can also deliver the complaint to our office in person.

Postal address: PO Box W213, Parramatta Westfield NSW 2150
Fax: 02 9268 5500
Street address: L7, 10 Valentine Ave, Parramatta NSW 2150

Resolving your complaint

If the details of your complaint appear to be covered by the law, your complaint is accepted. We will send you a letter of acknowledgement. 

If you have a disability, you can talk to your complaint handler about your preferred methods of communication and we will try to accommodate you. We could provide:

  • an Auslan interpreter
  • a hearing loop
  • documents in large print or braille
  • parking at our office.

We may contact you by phone or letter, asking for more information. We also contact the person or people you are complaining about (called the respondent) and provide them with information about the complaint.

The respondent provides their response in writing and we send a copy to you. 

If the complaint can’t be resolved, we sometimes arrange a conciliation conference. This is usually a face to face meeting between you and the respondent facilitated by a conciliation officer. The purpose of a conciliation conference is to allow both sides to discuss the discrimination complaint and try to reach a resolution.

Please contact us if you have a disability and would like to find out more about how to use our services.