Feedback and complaints
Give us feedback
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Your feedback is valuable to us. Let us know if we are doing a good job or if there are ways we can improve by clicking 'Your feedback' pop up. Please let us know if you have an issue with our service or staff, as we can usually resolve most issues without the need for you to go through the formal complaint proces |
Request a review of a decision
If you are a Public Guardian or financial management client and are not happy with a decision we made, you can ask us to explain the decision to you in more detail and request a review.
Make a formal complaint
We are committed to continuously improving our customer service and take all complaints seriously.
How to make a complaint
If you are unhappy with us, please call and speak to us first so that we can try to help you quickly. You can also send your written complaint via mail or by completing the form below.
If you require assistance in submitting a complaint, please call the relevant number below and advise our staff who can assist you.
For complaints about Guardianship:
- phone: 1300 361 389
- mail: Locked Bag 5115, Parramatta NSW 2124
- email: pg.engagement@opg.nsw.gov.au
For complaints about all other services:
- phone: 02 8688 2600 or the 1300 number on your client contact card
- mail: Locked Bag 5115, Parramatta NSW 2124
- email: tagmail@tag.nsw.gov.au
When will I get a response to my formal written complaint?
Formal written complaints will be acknowledged within 3 business days of receiving the complaint.
You will be contacted with the outcome of your complaint and any further action being taken, usually within 15 business days.
View our complaints policy for more information.
Complaints form
NSW Ombudsman
If you are not happy with our response to your complaint, you can contact the NSW Ombudsman.
The NSW Ombudsman is an independent integrity agency that holds NSW government agencies and certain non-government organisations accountable to the people of NSW.
Through complaint handling, review, monitoring, investigation, advice, training and community education, they seek to improve the administration and delivery of public and community services in NSW.
Their Complaint Assessment Criteria sets out their considerations when deciding which matters they will pursue.