We welcome your feedback – it’s what helps guide the direction and delivery of our programs and services, ensuring we remain customer focused and relevant to the changing needs of our clients and stakeholders.
We take feedback very seriously as it allows us to identify the areas in which we can strengthen and improve our service. So whether or not you are happy with the level of service received, please let us know.
If you are happy with the level of service received, please let us know, as we believe in providing staff recognition for the provision of good customer service. You can do this informally using our Email Us form.
Because our aim is to deliver quality service, we take complaints seriously. In this regard we recognise that our customers should have a right to express their dissatisfaction and we further recognise that attending properly to complaints will help us to identify and rectify any areas in which we can improve our services.
Please be aware that we do not tolerate threats, aggressive behaviour or abuse towards our staff or consultants. If this occurs, we will no longer be able to continue to assist you.
Lodging a complaint
If you wish to lodge a formal complaint, 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.
If you have a complaint concerning the level or quality of service received, or about a decision that IBA has made that will affect you, you have a right to:
- discuss the problem with the person you have been dealing with
- talk to their manager if you are unsatisfied
- forward your complaint if you still have concerns to:
IBA Complaints Officer
PO Box 650
If you need support in lodging your complaint you can ask a friend or relative to assist you, or they can lodge the complaint on your behalf.
Your complaint will be handled in accordance with IBA’s complaint handling policy and procedures. We will work to resolve any complaint as early as possible. We will acknowledge your complaint within two working days and we will aim to resolve your complaint within 15 working days.
Should there be any delays or difficulties in resolving your complaint, we will contact you and keep you informed of the progress. If, after informing you of our findings in relation to your complaint, you remain dissatisfied, an independent person will be appointed to review the matter.
If you still remain unsatisfied with our handling or the outcome of your complaint, you may contact the Commonwealth Ombudsman. The Ombudsman is independent of IBA. For more information visit the Commonwealth Ombudsman’s website or phone 1300 362 072.
In addition to being bound by the secrecy obligations set out in the ATSI Act, IBA is also subject to the Privacy Act 1988, which requires that we comply with the Australian Privacy Principles (APPs) set out in the Act. These APPs set out how organisations such as IBA should collect, store, use and disclose personal information and how individuals can access records containing their personal information.
IBA respects the privacy of all users of this website and is committed to maintaining the privacy and accuracy of your personal information, and to protecting such information from loss, misuse, unauthorised access, alteration and destruction.
Read IBA’s Customer Service Charter