Making a complaint directly to the service provider is often the quickest and easiest way to resolve a problem.

All service providers should have a process for managing complaints. They should also respect your right to make a complaint.

Before we take action on a complaint, we are required to consider whether you have made a complaint directly to the service provider.

We normally ask you to do this before making a complaint to our office.

Below, you'll find tips on how to make a complaint to a service provider.

We understand that this may not always be possible or appropriate.

If you do not feel able to raise your concerns with the service provider, or if your concerns represent a risk to public safety, please contact us or submit a complaint form.

We can also assist with advice on how to make a complaint.

Tips for complaining directly to the provider

If the issue is easy to explain, or minor, talk directly with the provider.

If the issue is complex or serious, make your complaint in writing.

For guidance, consider downloading and using this complaint letter template [DOC 64 KB]

• Be clear about what went wrong, who was involved, and when it happened.
• Be clear about the solution you are seeking.
• Ask for a written response.
• The provider should quickly acknowledge your complaint.
• After acknowledging your complaint, the provider may take up to 14 days to respond.

If you are not satisfied with the provider's response, make a complaint to us.