For answers to some common questions about the Department of Justice's Complaints Policy, we've put together some Frequently Asked Questions (FAQ) below.
What will happen once I have made a complaint?
You will receive an acknowledgement and an indication of next steps, which will vary depending on the nature of your complaint.
Do I have to pay to make a complaint?
No, there are no charges for making a complaint.
Will my information and complaint be confidential?
Your personal information will be managed in accordance with the Department’s Personal Information Protection Policy.
All complaints will be managed confidentially. However, it should be noted that through the course of assessing or investigating a complaint, the Department will ensure procedural fairness. This means that a person whose interests are likely to be affected will be given notice of relevant matters and a reasonable opportunity to provide a reply to those matters.
At times the Department may also need to share information or refer your complaint to another organisation for handling. If this is required we will advise you of the information shared and the reasoning for doing so.
Do I have to provide my name?
No. Anyone can make a complaint anonymously.
However, if you make an anonymous complaint, the Department will not be able to contact you to clarify your complaint or to let you know the outcome of your complaint.
In addition to providing you with an outcome, providing your details will assist the Department to investigate, meet the requirements of procedural fairness and enhance our services.
Can I complain on behalf of someone else?
Yes, if the person has consented to you representing them and this consent is provided to the Department when lodging a complaint.
What about complaints that aren’t about a specific individual?
Where there is no specific individual that is the subject of a complaint, the matter will be referred to the manager of the business area to which the complaint relates.
How long will it take?
Once you have lodged your complaint, you will receive an acknowledgment email and an initial assessment of the complaint will begin. Our aim is to complete this assessment within 20 business days. However there may be occasions where this is not possible (e.g. complex complaints, staff members involved being away etc.)
The Department will provide an update on the status of the complaint after 20 business days. Once the initial assessment stage has been finalised you will be contacted and advised of the outcome, including if it is advanced to an investigation process.
If the complaint relates to alleged reportable conduct, the Department will notify the Independent Regulator within three business days. As soon as practicable after this notification has been made, the Department will conduct an internal investigation or refer the matter to an independent investigator. The Department may contact you to provide further information on the matter and will provide a detailed report to the Independent Regulator within 30 days. The Department will provide an update on the status of the investigation and will also advise you, the Independent Regulator and employee of concern of the outcome of the investigation.
What if I am not happy with the outcome of my complaint?
At the end of the process, you will receive correspondence from the Department advising you of the outcome of your complaint and the reasons for any decision. Where available, the Department will advise you of any options for review.
Alternatively, you can contact the Tasmanian Ombudsman who can accept complaints about Tasmanian state and local government administration.
What is the difference between a formal and informal complaint?
An informal complaint may involve a discussion with the manager of the relevant area in order to seek a quick resolution without the need for a formal complaint.
If the relevant manager is unknown, you are not comfortable speaking with the manager, or you are not satisfied with the outcome, you may still make a formal complaint to the Secretary through the complaints form.
How can I provide general feedback or a compliment?
We appreciate and welcome all forms of feedback. You can provide general feedback or compliments here, noting that the same privacy guidelines apply.
If your question hasn't been answered above you can send us an email at secretary@justice.tas.gov.au or call on (03) 6165 4943.