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Complaints concerning The Australian Sports Commission (ASC)

The ASC (including Sport Australia and the Australian Institute of Sport) is committed to treating complaints about our facilities, services, programs and products seriously. We aim to address all complaints quickly and appropriately and learn from them to improve the way we do business.

We do not handle complaints related to the operation of sport organisations, clubs or associations.

Please read more information about complaints relating to a sport organisation.

How to make a complaint

If you have a complaint regarding us, we would like to know. All complaints must be lodged in writing.

You can do this via the online complaints form or via post at:

Complaints
Australian Sports Commission
PO Box 176
BELCONNEN ACT 2616

Please ensure the following information is provided so we can appropriately assess and process your complaint:

  • name and contact details (complaints may be lodged anonymously but unless contact details are provided we are unable to provide a response)
  • details of the service or program your complaint relates to
  • a factual and concise description of the issues
  • copies of any documents or evidence relating to your complaint, where relevant
  • details of any prior contact with the ASC relating to the issue, including names of any staff with whom you have exchanged correspondence.

We will not disclose any confidential information or your personal details without first obtaining your permission.

Dealing with your complaint

All complaints will be acknowledged upon receipt. You may be contacted by us, normally by email, to advise you on the processes for how your complaint will be managed. You may be asked to provide additional information or evidence.

We aim to finalise all complaints within 28 days of receipt. However, in selected circumstances additional time may be required to properly investigate and address an issue raised through a complaint. In this case, you will be advised of the anticipated time-frame for completion and kept informed of progress relating to your complaint.

A final determination will be issued to you in writing, including details of the assessment undertaken, final outcome and further options available to you if you are not satisfied with the outcome.

Please note that any complaints which are deemed vexatious, contain abuse or are clearly intended to intimidate staff may not receive a response.

Other avenues open to you

If, for any reason, you are not satisfied with the outcome of a complaint or with our complaint handling process, please contact us through the online form or in writing to the above address to request the matter be escalated.

If your complaint has been escalated and you remain dissatisfied with the outcome, you can refer your concerns to the Commonwealth Ombudsman.

Contact details for the Commonwealth Ombudsman are:

Phone: 1300 362 072 (calls from mobile phones at mobile phone rates)
Email: ombudsman@ombudsman.gov.au
Postal: GPO Box 442, Canberra ACT 2601

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