Enquiry handling

Enquiries we handle

You can use our contact form to:

• ask general questions about our processes, functions or role under our legislation
• provide feedback about our website or communication materials
• provide feedback or lodge a complaint about services we provide or about conduct by our staff, or activities where we have had direct involvement.

We may cease communication if behaviour is unreasonable, abusive or offensive.

Matters we cannot assist with

We are unable to respond to enquiries that fall outside our statutory functions.

For matters relating to other government responsibilities, please contact the relevant agency. Examples include:

• Services Australia – Medicare payments, claims and general enquiries
• Department of Health and Ageing – health policy, programs and regulatory matters, Medicare billing enquires 
• Therapeutic Goods Administration – therapeutic goods, medicines and medical devices
• Australian Health Practitioner Regulation Agency (Ahpra) – concerns about practitioners’ registration or professional conduct.

If your enquiry is outside our remit, we will try to guide you to the appropriate agency.

Further, we will generally be unable to respond to enquiries relating to specific PSR matters or investigate complaints about the result of a PSR case.

Our service commitment

We aim to provide a professional and responsive service to the Australian community by:

• acting in accordance with our legislation, procedural requirements and statutory framework
• ensuring clear, fair and accountable administrative processes
• listening to and responding to feedback
• efficiently handling complaints including supporting early resolution where possible
• providing appropriate training and support to staff.

What you can expect from us

Our staff will:

• communicate with you in a respectful, fair and culturally safe manner
• uphold the APS Values and APS Code of Conduct
• acknowledge emails and messages within 5 working days
• provide responses that are timely, relevant and easy to understand
• explain any decisions that affect you, including the reasons for the decision
• explain how to make a complaint and support you through the process
• advise how you may request a review if you are not satisfied with an outcome (where review rights apply)
• use clear and plain language
• respect cultural, language and accessibility needs
• be transparent about how we manage complaints and enquiries
• provide equitable access to our services, including for vulnerable people.

How to contact us

You can use our online contact form, or contact us by phone or email. To help us respond effectively, please:

• provide accurate and complete information
• treat staff with respect and courtesy
• ask questions if anything is unclear
• share honest feedback about our services.

If you are not satisfied with the outcome

If you disagree with the outcome of a complaint or believe the process was not fair, you may request a review. You can do this verbally or in writing. Please identify your original complaint and explain why you are seeking a review.

If you remain dissatisfied after our review process, you can contact the Commonwealth Ombudsman through its website.

Protecting your privacy

The Privacy Act 1988 protects your personal information by law.  You can see how we handle personal information if we receive a report at the below privacy collection notice.

Privacy Collection Notice

PSR is a small agency in the Commonwealth’s Health, Disability and Ageing portfolio. Receiving and acting on feedback assists us to meet general principles of good administration, including fairness, transparency, accountability, accessibility and efficiency. 

If you submit an enquiry or make a complaint, you do not have to give us your name or contact details.  This may, however, make it more difficult for us to respond to or investigate the report.  You should also be aware that if you provide the report to us electronically, it may be possible in some cases for us to reidentify you.  While PSR does not routinely do this, we may pursue this option in serious circumstances, including if we are concerned about the safety of you or another person.

PSR may seek assistance from others to respond to enquiries or help us investigate complaints. This means, for example, that we may share personal information with the Department of Health, Disability and Ageing, the Australian Federal Police, the Commonwealth Ombudsman or another agency or organisation as part of investigating or taking action in relation to your enquiry or complaint.

PSR does not routinely send personal information overseas.  You can find out more about how PSR handles personal information in our privacy policy, including how to contact us to make a privacy complaint, or get access to or correct your personal information.