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Complaints

Complaints concerning Sport Australia or Sport Australia programs

Sport Australia is committed to treating complaints about its facilities, services, programs and products seriously. Sport Australia aims to address all complaints quickly and appropriately and learn from them to improve the way we do business.

Sport Australia does not handle complaints related to the operation of sport organisations, clubs or associations.

Sport Australia may monitor the handling of complaints at the national level but we do not intervene or conduct investigations into complaints made against sport organisations. Any complaints made against a sport to Sport Australia will be referred to the relevant sport organisation to manage. Please read more information about complaints relating to a sport organisation.

How to make a complaint

If you have a complaint regarding the Sport Australia or a Sport Australia program we would like to know. All complaints must be lodged in writing to the Sport Australia.

The easiest way to lodge a complaint about Sport Australia is to complete our online form.

You can also write to us at:

Complaints
Sport Australia
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, Sport Australia is unable to provide a response)
  • details of the service or program that 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 Sport Australia relating to the issue, including names of any staff with whom you have exchanged correspondence.

Sport Australia 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 and a reference number will be issued, assisting you to track progress of your complaint.

You will be contacted by a Sport Australia staff member, 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.

Sport Australia aims 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 that 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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