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Compliments, complaints and suggestions

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Feedback - Compliments, Complaints and Suggestions

Your feedback is valuable to the Department of Immigration and Border Protection, helping us to provide better service.

As a part of our commitment to continually improving our service to industry and the community, we have an international system for collecting and managing client feedback.

Our Global Feedback Unit ensures that we handle all complaints and compliments in a consistent way, and that we action them appropriately.

Providing a compliment, complaint or suggestion?

If your compliment, complaint or suggestion relates to:

  • A visa or citizenship application
  • Australian Border Force staff at Australian Air and Sea Ports
  • Importation and exportation of goods
  • Tourist Refund Scheme (TRS)
  • Any other service provided by the Department of Immigration and Border Protection

See:  Online Form - Compliments, Complaints and Suggestions


If you want to provide your feedback in writing to the Department you can do so by addressing your feedback to the below postal address.

The Manager
Global Feedback Unit
GPO Box 241
Melbourne
Victoria, Australia 3001

You can also contact us by calling Compliments, Complaints and Suggestions on 133 177 or directly at one of our offices outside Australia.      

Am I referring my feedback to the correct agency?

I am providing feedback about a person who has breached Australian immigration and citizenship law

If you want to report a person or company who has breached Australian immigration law and fraud against the Department.
See: Report something suspicious

I am providing information regarding Suspicious Activity


If you want to report suspicious activity, including illegal importations and counterfeit goods.
See: Report something suspicious

I am providing feedback about an Australian passport


If you would like to provide feedback about Australian passports, you can contact the Australian Passport Office at the Department of Foreign Affairs and Trade (DFAT).
See: Passports

I am providing feedback about a registered migration agent


For feedback about the service provided by your registered migration agent, you can contact the Office of the Migration Agents Registration Authority.
See: Migration Agents Registration Authority

Example: Feedback about registered migration agents might be about a breach of the Migration Agents Code of Conduct. This might include:

  • providing misleading advice
  • not providing current contact details
  • not providing a statement of services
  • not declaring a conflict of interest
  • not charging a reasonable fee
  • not acting in a timely manner.

I want to report an unregistered migration agent


If you want to report an unregistered migration agent.
See: Reporting something suspicious

I am providing feedback about pre-flight security screening at the airport


For feedback about pre-flight screening by security staff, you can contact the relevant airport below.

Adelaide      www.adelaideairport.com.au
​Brisbane   www.bne.com.au
​Cairns         www.cairnsairport.com.au   
​Gold Coast www.goldcoastairport.com.au    
​Melbourne    www.melbourneairport.com.au
​Perth     www.perthairport.com.au            
​Sydney      www.sydneyairport.com.au       

I am providing feedback about the Department of Agriculture

For feedback relating to services provided by the Department of Agriculture.
See: Department of Agriculture Compliments and Complaints

An example of feedback would be about animal and plant biosecurity; import and export inspection and certification; biosecurity at international airports, seaports, mail exchanges and container depots

I am providing feedback to the Australian Federal Police


For feedback about the Australian Federal Police (AFP).
See: AFP Feedback and Complaints.

An example of feedback would be conduct or actions of individual AFP appointees; practices and procedures of the AFP.

Claiming compensation from us?

You might be able to make a claim for compensation.
See: Claiming Compensation from us