Provide feedback – Compliments, Complaints and Suggestions

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​Your feedback is valuable to the Department of Immigration and Border Protection (DIBP). We use your feedback to improve our services to industry and the community, and investigate and respond to any issues of concern.

Feedback can be compliments, complaints and suggestions:

  • Compliments are praise or congratulations about any aspect of our services, performance or how we do business
  • Complaints are an expression of dissatisfaction or unmet expectations about any aspect of our service or the way we conduct our business
  • Suggestions are ideas on how we could improve our services or do our business differently

The Department values feedback. If we get things wrong, we need to address and evaluate such instances to resolve these matters promptly. Similarly, we should recognise when we are complimented on our service and performance.

We are committed to providing services in ways that are considerate of the impact to:

  • Passenger movement
  • Cargo clearance
  • Compliance monitoring
  • Operational activities
  • Visa and Citizenship applications and processes
  • Service providers and partners

Information about how and where you can provide feedback is clearly displayed at all Department of Immigration and Border Protection offices and on our website. In addition, you can request this information from departmental staff and Border Force officers during the following activities:

  • Interacting with departmental staff throughout the processing of Visa and Citizenship and related processes
  • Attending departmental client service counters or service providers
  • Contacting the Department directly at any of its offices, in Australia or overseas
  • Interacting with Border Force officers when moving through the border

You can provide a compliment or complaint about any aspect of the services provided or funded by the organisation

How do I provide feedback?

You can provide feedback to the Department in a number of ways.


Give feedback online using our online feedback form.

By mail                      

Send us your feedback by mail to:

      Department of Immigration and Border Protection
      The Manager
      Global Feedback Unit
      GPO Box 241
      Melbourne, Victoria, Australia, 3001

By phone                  

Call us on 133 177 inside Australia

Need help giving feedback?

Help with translating and interpreting

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Immigration and Border Protection to:

  • Help people who do not speak English in their daily lives
  • Help agencies and businesses to communicate with their non-English speaking clients

Contact the Translating and Interpreting Service (TIS) on 131 450 (within Australia).

Help making a telephone call

  • Text telephone (TTY) or modem callers can contact the National Relay Service (NRS) on 133 677 (within Australia).
  • If you are hard to understand on the phone you can use the Speech to Speech Relay (SSR) via the NRS on 1300 555 727 (within Australia)

See > Translating and Interpreting Service

What happens after I give feedback?

If you give feedback by telephone or email, we aim to acknowledge your contact within two working days and respond to your feedback within 15 working days.

If you give feedback by mail, we will acknowledge your contact within five working days and respond to your feedback within 15 working days after acknowledgement.

If your matter is complex, it may take longer to resolve. If this is the case, we will contact you to tell you how your feedback is progressing.

What if I am not satisfied with an outcome?

If you are not satisfied with the outcome you receive you can contact the Commonwealth Ombudsman on 1300 362 072.

Protecting your privacy

Your privacy is protected under the Commonwealth Privacy Act 1988.

Your feedback


The information that you provide is used to improve and maintain our services / and or investigate and respond to your feedback. The information will be provided to the business area to which the feedback relates. It will not be used or disclosed to third parties unless your consent is provided, or the organisation is required to do so by law.

Your personal information


Your personal information will be stored in accordance with the Information Privacy Principles. You are not required to provide your name or contact details, however, if you would like a reply, please specify how you would like the organization to contact you. If you wish to correct or amend any information, please request this in writing to the address listed.