You can contact the USI at any time to:
- provide feedback
- request more information, or
- lodge a formal complaint.
To provide feedback, either positive or negative, about a USI policy, process, system matter or about the service you received go to: https://www.usi.gov.au/feedback
Anyone can make a complaint—students, training organisation personnel, employers, parents, industry representatives or any other member of the community.
For more information about how the USI manages complaints received from external stakeholders in relation to its practices and services, refer to the OSIR’s Complaints Handling Policy.
If your concern is more about correcting or accessing your information see the OSIR’s Guide to Accessing and Correcting your Personal Information.
What happens when I make a complaint?
Complaints are handled by the appropriate team within the OSIR depending on the nature of the complaint
The OSIR responds to complaints in accordance with its Complaints Handling Policy. The OSIR seeks to finalise complaints as quickly as possible. Following receipt of a complaint and acknowledgement, the information will be triaged and allocated to the appropriate team within the OSIR for investigation. Once the outcome is determined and approved a written response will be forwarded to the complainant advising of the finalisation of the matter. This written response may include actions taken to resolve the issue, however, depending on the nature of the matter, this may not always be possible.
Timeframes and advice to complainants
Complaints about the OSIR received via the USI Complaints webpage will receive an automatic acknowledgement notification advising the complaint has been received.
Complaints lodged via other methods will be acknowledged in writing within five working days of receipt of the complaint.
If a complainant is dissatisfied with the OSIR’s determination and finalisation of the complaint, they may raise their concerns with the Commonwealth Ombudsman, via http://www.ombudsman.gov.au