Making sure people know where to complain

A complainant lodged a formal complaint about the conduct of an Australian Border Force (ABF) Officer in an airport with the Department of Home Affairs (Home Affairs).

In response, Home Affairs advised the complainant it was unable to assist, as the matter raised did not relate to Home Affairs.

We decided to conduct a preliminary inquiry.

As a result, Home Affairs acknowledged the response to the complainant did not provide an explanation of why their complaint was out of scope or an appropriate pathway to lodge their complaint.

The preliminary inquiry prompted Home Affairs to contact the complainant and acknowledge their response did not provide sufficient explanation.

Home Affairs provided a better explanation and the appropriate complaint pathway to the complainant.

2024