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We are required, under certain circumstances, to refer complaints to relevant state, territory or federal authorities for review and/or investigation. These authorities also refer matters to us.
In most circumstances, we encourage complainants to deal directly with service providers to resolve their complaints.
However, a complainant may decide to submit a complaint to us, the service provider and other parties at the same time. Complainants may also escalate their complaint.
This highlights the importance of effective complaint handling at the first instance, to avoid unnecessary escalations.
NSW authorities such as:
Federal authorities such as:
Elected representatives:
Media:
09 May 2024