have your say

If you wish to provide feedback or make a complaint, you can do this by:  

IBA - Manager Customer Complaints
PO Box 650 Fyshwick, ACT 2609

Feedback 
Our aim is to deliver quality service, we take feedback very seriously.

Feedback helps guide the direction and delivery of our products and services, ensuring we remain customer focused and relevant to the changing needs of our clients and stakeholders.

If you are happy with the level of service received, please let us know, so we can recognise our staff for the provision of good customer service.

If you are unhappy with our service, our commitment is to investigate and try to resolve concerns that are raised with us. We learn from this and aim to improve our practices.

Complaints
We will investigate complaints promptly, professionally, fairly, and impartially.

Please be aware that if your feedback or complaint is on behalf of another person, we may be unable to deal directly with you unless we have written consent of the other person.

We recommend you first read our Customer Service Charter. This incorporates all programs within the IBA portfolio and gives information about our approach to service delivery, including:

  • what IBA does
  • what standard of service IBA’s customers can expect
  • the customer's role in assisting IBA
  • how customers can provide feedback on IBA’s service delivery
  • information on Privacy and Freedom of information legislation, with reference to how it applies to IBA
  • complaints handling processes
  • how to contact IBA

Complaints Process

Once received by IBA, the details of your complaint will be recorded in our system and handled in accordance with IBA’s complaints procedure.

To help us resolve your complaint please provide the following information

  • details of your complaint.
  • how you would like your complaint resolved.
  • your preferred method of contact to enable us to respond to you promptly.
  • any IBA reference numbers (if you have one) to enable us to more quickly identify your matter.

We will acknowledge your complaint within five working days.

If we can resolve your complaint immediately, we will do so. If we are unable to resolve your complaint quickly, we will keep you updated on our progress.

If you are unsatisfied with our handling or the outcome of your complaint, you may request an internal review via complaints@iba.gov.au

Further information can be obtained at www.ombudsman.gov.au

Privacy:

IBA is bound by the secrecy obligations set out in the ATSI Act, and is subject to the Privacy Act 1988, which requires that we comply with the Australian Privacy Principles (APPs) set out in the Act. The APPs set out how IBA should collect, store, use and disclose personal information and how individuals can access records containing their personal information.

We invite you to read more about IBA’s Privacy Policy.