What to do when you need to make a complaint or a comment

If you have a complaint please let us know because we can only improve if you tell us the problem. To make a complaint or comment please follow these steps:

• Contact the staff member you have been dealing with, let them know your concern and give them the chance to resolve the problem. The staff member will log your complaint and document the action he or she takes and the result.

• If you are not satisfied or feel unable to talk to the original staff member. Put your complaint, comment (or compliment) in writing (if possible).

• Contact the staff member’s manager. The manager will log your complaint or comment, his or her action and the result.

• If the above steps have failed to resolve the issue you are invited to contact the ASC’s complaints officer on +61 2 6214 1089. Alternately you may fax on +61 2 6214 1656 or send an enquiry

• The complaints officer may ask you to put your complaint in writing.

• The complaints officer will log your complaint and inform you of a time- frame for a response.

• A response will be made in writing detailing the investigation and any action taken.

• Following our investigation, if, in your view, the problem has not been resolved, you may be able to seek assistance from the Commonwealth Ombudsman or utilise the provisions of the Administrative Decisions (Judicial Review) Act 1977.

Contact details for the Commonwealth Ombudsman are:

Commonwealth Ombudsman, Office of the Commonwealth Ombudsman
Tel: +61 2 6276 0111
GPO Box 442 Canberra City ACT 2601

The Administrative Decisions (Judicial Review) Act 1977 entitles you, in some circumstances, to request a ‘statement of reasons’ applicable to a particular decision. The ASC is required to provide the statement of reasons within 28 days of your request. If we determine that we are not required to give you a statement of reasons, we have to provide you with that advice within 14 days. If you are not happy with the statement of reasons you may seek ‘better and further’ particulars relating to the decision and the reasons provided. If are still not satisfied after receiving the additional information you may seek to lodge the complaint with the Federal Court of Australia. The request for a ‘statement of reasons’ needs to be lodged in writing with the ASC.

For further information please contact the complaints officer on:

Tel: +61 2 6214 1089
Fax: +61 2 6214 1656 or
Send an enquiry

Please note — with the exception of decisions made under the Freedom of Information Act 1982, decisions made by the ASC are not subject to the Administrative Appeals Tribunal.

Your right to information

The ASC seeks to operate in an open manner. We recognise that it is easier to understand our decisions if you have access to relevant information. Personal information held by the ASC is subject to the provisions of the Privacy Act 1988. Under this Act we provide an annual listing of types of personal information. This is included in the Privacy Commissioner’s ‘Personal Information Digest’.

The ASC is also subject to the provisions of the Freedom of Information Act 1982 (FOI). Under this Act you have the right to apply to the ASC for access to information held by us. Inquiries or applications under the FOI Act should be directed to:

Australian Sports Commission
Tel: +61 2 6214 1089
Fax: +61 2 6214 1656
PO Box 176 Belconnen ACT 2616 or
Send an enquiry

When possible we will provide you with any information held by the ASC dealing directly with you free of charge. In other cases charges specified in the FOI Act will be applied. You need to recognise, however, that information is sometimes sensitive, commercial or involves someone else’s personal details. There are situations when it is not in the best interests of either clients or the ASC to release certain information. Some information held by the ASC takes the form of medical records, our medical personnel observe all relevant medical practices and legislation regarding their consultations and records.