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Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. We value all feedback, because it helps us improve our services.
You should firstly contact the staff member you were dealing with, or the staff member's manager.
If you have a complaint that is serious or complex, it is generally best to put it in writing.
If you have a disability, or if you do not understand English well, we can assist you with providing feedback or making a complaint. Just let us know:
We cannot provide you with legal advice. If you need a referral to a lawyer or other legal information and assistance, you can contact Law Access NSW.
You can provide feedback to us about:
You should briefly state your concern, and tell us what happened. Make sure you also include:
Generally, we will provide an acknowledgement within 3 business days and a response to your complaint within 21 business days of receipt. If a complaint is serious or complex, it may take longer. If we cannot respond within the 21 business days timeframe, we will explain why we cannot do so, what we are doing and when you can expect to receive a response.
If your complaint is justified, we can do one or more of the following:
If you have made a complaint to us and you are dissatisfied with the response, you can write and ask for an internal review. This means that another, more senior staff member will look again at your complaint, and decide whether or not it was handled fairly and reasonable steps were taken to resolve the issue.
At any stage of the complaint process, you can forward your complaint for consideration by a complaint-handling agency that is outside the Crown Solicitor's Office. For example, you can contact the NSW Ombudsman (about a complaint regarding administration), the Anti-Discrimination Board (about a complaint regarding discrimination) or the Office of the Legal Services Commissioner (about legal practitioners).
The law requires us to protect your personal information, and not to disclose it to another person or body except in certain circumstances. For more information, you can visit the Justice Legal website or the Information and Privacy Commission website.
When examining your complaint, it may be necessary for us to seek information about your concerns from the person you are complaining about, from other staff members and from other areas of the Crown Solicitor's Office.
If you want us to handle your complaint confidentially within the Office, please let us know. While we can do this, it may limit our ability to examine or resolve your concerns.
Contact us if you would like more information or assistance.
03 Oct 2023
We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future.
Informed by lessons of the past, Department of Communities and Justice is improving how we work with Aboriginal people and communities. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities.
You can access our apology to the Stolen Generations.