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How to complain about a government service
Applications processed wrongly, staff who won't listen, months of silence. Government agencies publish complaint-handling policies — which means they've already promised how they'll treat you. Hold them to it.
The five steps that get complaints answered
Find the agency's complaint-handling policy — then use it
Every agency publishes one, with commitments on acknowledgement and response times. Complain in writing through their official channel, quote their own policy, and ask for a reference number.
Particulars matter even more with government
Your reference or case number, the office or service centre, the date and time, and the names or descriptions of staff involved. Ask the agency to preserve its records of the interaction — call recordings, counter CCTV, file notes.
State circumstances, not frustration
The application was processed wrongly; you made your needs clear and they weren't met; you were left waiting past stated timeframes; the way you were treated was demeaning; you asked for it to be fixed and were ignored. Each claim should trace to something that happened.
Ask for the outcome their policy promises
A written response within their published timeframe, the error corrected, an explanation, and escalation details for internal review if you're not satisfied.
Escalate to the Ombudsman — free
Federal agencies (Services Australia, ATO, NDIA and others): the Commonwealth Ombudsman (ombudsman.gov.au). State agencies and local councils: your state Ombudsman. Both are free, and both expect you to have complained to the agency first — which is exactly what steps 1–4 establish.
Or let Trumis do all five steps in one conversation
Tell Trumis what happened in your own words — any language, even screenshots of your chats. It drafts the formal complaint with the particulars, your confirmed circumstances and your evidence attached, addresses it to the right complaints team, and tracks the response clock so you know exactly when to escalate — and points you to The Commonwealth Ombudsman (federal) or your state Ombudsman if they stay quiet. Free — no account, encrypted intake records retained for up to 24 months.
no server-side complaint history. Talk to Trumis →Common questions
Can I complain about how government staff treated me?
Yes. Agencies' own service charters and complaint policies cover staff conduct. Describe the interaction factually — when, where, who, what was said — and ask for it to be investigated under their policy.
Who handles complaints about Centrelink or the ATO?
Complain to the agency first through its published complaints process. If unresolved, the Commonwealth Ombudsman reviews complaints about federal agencies for free.
Do I need a lawyer to complain about a government agency?
No. Agency complaint processes and ombudsman reviews are designed to be used directly by the public, for free. A clear written complaint with particulars is what moves them.
Reviewed 24 July 2026. Government complaint pathways vary. Check the agency’s current policy and the Commonwealth Ombudsman guidance. General information only.