Feedback and complaints
We want to hear from you
The Royal Commission recognises that having clear and transparent feedback and complaint processes is important. The Royal Commission delivers services to the public, and we want to hear from members of the public about that service delivery.
Feedback and complaints are particularly important given engaging with the Royal Commission can be distressing. We are aware of the impact of systems and processes on people who have experienced trauma, and the Royal Commission prioritises minimising further harm, and promoting choice and empowering individuals.
The Royal Commission's Counselling and Enquiry Support team have created an anonymous feedback survey to help us understand the experience of engaging with the Royal Commission.
The survey seeks feedback on the Counselling and Enquiry Support Team and the Royal Commission as a whole, and anyone who has engaged with the Royal Commission is invited to take the survey.
Survey results will be used to identify what is working, what the Royal Commission needs to change, and help us improve how we engage with and support people.
Any member of the public who has come into contact with the Royal Commission can make a complaint. These are called service delivery complaints, and they help the Royal Commission make improvements and identify issues.
Service delivery complaints are generally expressions of dissatisfaction or complaints about a person's engagement with the Royal Commission. This may include complaints about the conduct of a Royal Commission staff member, or dissatisfaction with engaging with the Royal Commission.
All service delivery complaints are investigated and an official response and feedback is provided to the person making the complaint.
When to make a service delivery complaint
You can make a service delivery complaint if you are dissatisfied with any of the following issues:
- how a person was treated by Royal Commission staff
- how a matter was managed
- lack of communication
- incorrect or misleading information being provided by a Royal Commission staff member
- unfair treatment
- undue delay
- conflicts of interest.
What is not a service delivery complaint
Expressions of dissatisfaction or criticism about the Royal Commission's terms of reference or focus of inquiries are not within scope of the service delivery complaint process.
This includes dissatisfaction about:
- the appointment of Commissioners
- the Royal Commission's terms of reference
- the focus of inquiries in Royal Commission hearings, public forums, or other events
How to make a service delivery complaint?
Service delivery complaints should be provided in writing to DVSRC.Enquiries@royalcommission.com.au with "service delivery complaint" included in the email or subject line.
If you wish to make a service delivery complaint and cannot provide it via email or in writing, please call us on 1800 329 095 (9:00 am – 5:00 pm Monday to Friday, excluding public holidays).