Complaints about our service and conduct
The service we provide is based on the IGTO service and conduct expectations guidelines. If you are not satisfied with our service or conduct (including the professional conduct or behaviour of IGTO officers), or believe our processes can be improved, you can provide feedback or raise your concerns by speaking to the officer handling your matter.
If you cannot resolve your concerns with the relevant officer or feel that you are unable to speak to them, you can make a complaint about our service by emailing: [email protected].
In your complaint about our service or conduct, you will need to clearly explain:
- what happened and when,
- who was involved, and
- why you were unsatisfied with your experience.
We will acknowledge receipt of your complaint within three business days and allocate it to a senior officer who was not involved in your previous interactions with our office.
We will assess your complaint in accordance with our service and conduct expectations guidelines.
We will inform you of the outcome of your complaint in writing. This will include whether the findings of the investigation support or do not support the complaint that was raised, with reasons for our decision. Importantly, we will not communicate to you any internal actions or decisions made about a particular officer due to privacy provisions.
If you are not satisfied with the outcome of your complaint about our service, then you can make a complaint to the Commonwealth Ombudsman. It is important to be aware that complaints made to the Commonwealth Ombudsman about our office will only be limited to our service, and not our decision in relation to your substantive tax administration complaint.