Complaints about ASIC
Before you lodge a complaint, we recommend that you:
- first, try to sort it out with the person you have been dealing with (or via the phone number you have been given)
- if you are not satisfied, talk to their manager
- if you are still not satisfied, consider lodging a complaint.
Our Service Charter outlines among other things our commitment to treating you with respect and courtesy in our dealings with you and we ask in return that you treat our staff with courtesy and respect.
How do we treat your complaint?
Once you have lodged your complaint an ASIC officer will contact you. We aim to do this within 3 working days. This officer will work with you to resolve your issue (or issues) and will keep you informed of the progress of the case.
The time we spend investigating your complaint depends on its seriousness and complexity, but we aim to finalise the matter within 28 days.
Sometimes we may not be able to deal with your complaint in the timeframes set out above. If that is the case, we'll contact you to give you progress updates so you know what is happening. You can also contact us to check the progress of your complaint.
For more information see ASIC's Complaint Management Policy.
How do we manage particular complaint types?
To find out more, see:
Make a complaint now
1300 740 895
Write to us at:
The Complaints Officer
GPO Box 9827
Brisbane QLD 4001
Procurement related complaints
If you supply goods or services to us, you have the right to be treated fairly throughout the procurement process. As a supplier, you have the right to have complaints investigated quickly and without disadvantage.
If you have concerns relating to a procurement process and wish to discuss them informally, you can approach the relevant procurement contact officer in the first instance.
If you are not satisfied with the outcome, you can lodge a complaint. Complaints can be:
- raised under the Government Procurement (Judicial Review) Act 2018 (GPJR Act); or
- if the relevant procurement is not subject to the GPJR Act, lodged as a general procurement complaint.
Complaints under the Government Procurement (Judicial Review) Act 2018
In certain circumstances, a supplier may raise a complaint under the Government Procurement (Judicial Review) Act 2018 (GPJR Act). Complaints made under the GPJR Act must be made in writing to the relevant entity immediately after becoming aware of the alleged breach of the relevant Commonwealth Procurement Rules (CPRs). The procurement contact officer can inform you whether the procurement process is subject to the Act.
The Department of Finance provides further information on the Handling complaints under the Government Procurement (Judicial Review) Act 2018.
The most efficient way to lodge your complaint with ASIC is by completing and submitting the Procurement complaints form.
General procurement complaints
If your complaint concerns a procurement that is not subject to the GPJR Act, you may lodge a general procurement complaint. A general complaint can be made about any aspect of the procurement process and can relate to any procurement activity.
Complaints can be raised through:
- ASIC via the online complaints form
- the Australian Government Procurement Coordinator
- the Commonwealth Ombudsman (see below)
What happens if you are not happy with the outcome?
Generally speaking, where you are unhappy with how we handled your matter, you can contact the Commonwealth Ombudsman:
- On the National Complaints Line: 1300 362 072
- At ombudsman.gov.au
- By writing to:
GPO Box 442 Canberra ACT 2601
Services available to assist you
National Relay Service
The National Relay Service is an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. Visit their website at http://relayservice.gov.au/.
Translating and Interpreting Service
The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Immigration and Border Protection for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients. You can contact ASIC using TIS on 131 450.