Design and layout by: Clare Pallant Design

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2 The information in this book is general. Laws, addresses and organisations change all the time. This book should not be used instead of legal advice. If you are not sure where you stand always get advice. Produced in-house by: Northern Territory Legal Aid Commission in conjunction with the Office of the Ombudsman for the Northern Territory. Requests for additional copies and corrections to information should be made to the Legal Aid Commission as follows: Northern Territory Legal Aid Commission 6th Floor, 9 11 Cavenagh Street, Darwin NT 0800 Phone: [email protected] Office of the Ombudsman for the Northern Territory 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 Telephone: Toll free: [email protected] Design and layout by: Clare Pallant Design This booklet is also available on the Legal Aid website at or the NT Ombudsman s website at 5th edition, January 2008

3 Introduction The factory down the road is spilling nasty smelling stuff into our local creek. Who can I complain to? I went to the department to get help and they just were rude to me and made me feel bad. Who can I complain to? I went to a restaurant the other night and it was so dirty I couldn t eat my food. Who can I complain to? If you have a complaint you can take several courses of action to obtain a solution: You can take your own direct action to address the problem, such as writing a letter. You can alternatively seek the assistance of an industry body, government department or your member of Parliament. You can also commence court action or seek to bring attention to your complaint through the media. The course of action you adopt will depend on the circumstances of your case, the outcome you are seeking and the remedies available under the law. How to use this guide This guide lists some of the organisations where you can make complaints. Many of the organisations are government authorities. Others are self-regulating industry bodies that is, they are not independent of the organisation you may be complaining about. Where an organisation is an industry body it is noted in the text. The organisations are listed in the Contents section. Look at the Contents to see if your complaint or problem falls within one or more of the topics listed. Most listings show where to complain and where to get help with your complaint/problem. Keep in mind that many simple complaints can often be worked out by contacting the person, business or organisation you are unhappy with.

4 Please Note The information in this guide is general and is current as of January Laws, addresses and organisations change all the time. It should not be used instead of legal advice. If you are not sure where you stand always get advice. How to complain I would like to speak to the supervisor of the office you work in please. Your complaint should be made calmly and as soon as possible. It should be made to someone in a position of authority and preferably to someone other than the person involved in the original contact. Dear Mr Bloggs, I am writing to complain about the service I received from your staff this morning It is often best to write a letter to the person you are complaining to. It is important to keep a dated copy of the letter for future reference. Can you please tell me what you can do about your barking dog that keeps me awake? If you make a verbal complaint, make sure you keep a note of the person you spoke to, and what action they said would be taken to resolve your problem. I m not sure what else to do If you are not sure what to do, you can get help. The NT Legal Aid Commission and Ombudsman of the Northern Territory can provide assistance and referral to appropriate agencies. Help can also be obtained from organisations listed in Where to get help section of this publication (page 60).

5 NT Legal Aid Commission The NT Legal Aid Commission is an independent statutory body. The Commission provides a range of services to assist people with legal problems including a free legal information telephone service, free legal advice clinics and grants of aid for people who meet the criteria. The Commission provides ongoing legal aid by providing a lawyer to run cases for people with significant legal problems. Assessment is made by three tests which are applied to everyone the means test (whether you can afford a lawyer or not), the matters test (whether your matter is a Legal Aid priority case or not) and the merit test (whether you are likely to succeed in your case). Anyone can get assistance with any legal matter by ringing the Legal Aid information line on Appointments to see a lawyer in one of the family, criminal or civil law clinics can be made by ringing the information line or by contacting the office nearest you directly. This booklet contains contact details for all the Legal Aid offices in the Where to get help section (page 60). Ombudsman of the Northern Territory The Ombudsman is appointed to receive complaints from members of the public who feel they have been treated unfairly or inappropriately by Northern Territory Government agencies, statutory authorities, local government or community councils, Northern Territory Police or Correctional Services. The Ombudsman is independent of Government and provides a free service to the public. The Ombudsman has powers to investigate actions, decisions, practices and procedures of most government departments, statutory bodies and local councils. Most complaints are resolved by way of preliminary inquiry or by the use of alternative dispute resolution processes. If a complaint is sustained, the Ombudsman can recommend corrective action in respect of that complaint.

6 For members of the public whose complaints are not within the jurisdiction of the Ombudsman to investigate, the office provides a service in that it directs people to the appropriate body which is able to deal with their specific concerns. To contact the Ombudsman Office freecall , for further contact details see page 21.

7 A Accountants 1 Advertising 1 Aged 3 B Banks, Money and Credit 5 C Cars 7 Child Abuse 7 Child Support 8 Criminal Acts 9 D Dentists 10 Disability 0 Discrimination and Unfair Treatment 12 Doctors 13 Dogs 13 Domestic Violence 14 E Education 16 F Food 18 Contents G Goods, Services and Businesses 19 Government Departments 20 H Health Professionals 23 Health Services 24 Housing 26 I, J, K Immigration 29 Insurance 30 L Lawyers 34 Legal Aid 34 Local Government (Councils) 35 M Media 36 N, O Neighbours 38 Noise 38

8 Contents P, Q Pensions 41 Planning 41 Police 42 Pollution 43 Prices 45 Privacy Public Trustee R Real Estate Agents 47 S Social Security/ Student Assistance 48 Superannuation 50 T Telecommunications 51 Travel Agents 51 U, V Veterans Affairs 52 Veterinary surgeons 53 W, X, Y, Z Work Apprenticeships and Traineeships 54 Work Health 55 Work Occupational Health and Safety 57 Work Pay and Conditions 58 Work Unfair Dismissal 59 Where to get help Legal Help 60 Your Member of Parliament 62

9 Accountants Where to complain: CPA Australia Level 3, 62 Cavenagh Street, Darwin NT 0800 PO Box 1633, Darwin NT 0801 Telephone: (08) Web: CPA Australia handles complaints against member accounting organisations. CPA Australia is a self-regulating professional association whose members voluntarily agree to be bound by various professional, technical and ethical standards. Advertising Where to complain about - Advertisements on commercial TV or radio: IIf you have a complaint about advertisements on commercial TV (not the ABC or SBS) or radio (eg. because of sexist content or inaccuracy etc), you should direct it to the complaints section at the TV or radio station. If you are still not happy you should then contact: Advertising Standards Bureau Level 2, 97 Northbourne Ave, Turner ACT 2612 Telephone: (02) Web: The Advertising Standards Bureau administers the complaints handling procedures of the Advertising Standards Board and the Advertising Claims Board. It deals with public complaints on a costfree basis in relation to issues including: The use of language The discriminatory portrayal of people Concern for children Portrayal of violence, sex, sexuality or nudity Health and safety A 1

10 A If you are not happy with the result contact the Minister for Communications, Information Technology and the Arts, or contact: Australian Competition and Consumer Commission (ACCC) 8th Floor, 9-11 Cavenagh Street, Darwin NT 0800 PO Box 3056, Darwin NT 0801 Toll free: Telephone: Web: Advertising during a children s time slot or the amount of advertising on during an hour: Australian Broadcasting Authority Level 15, Darling Park, 201 Sussex Street, Sydney NSW 2000 PO Box Q500, Queen Victoria Building, Sydney NSW 1230 Toll free: Telephone: (02) [email protected] Web: (see also Media) Misleading or deceptive advertising: Consumer and Business Affairs Darwin: Ground Floor, Minerals House, 68 The Esplanade, Darwin NT 0800 GPO Box 2177, Darwin NT 0801 Telephone: Freecall: Web: Alice Springs: 1st Floor, Belvedere House, Parsons Street, Alice Springs NT 0870 PO Box 1745, Alice Springs NT 0871 Telephone:

11 Aged Where to complain about - Discrimination: (See Discrimination) Services: If the services are provided by the Department of Health and Community Services, the initial complaint is made to the office staff in the section you are dealing with. If you are not satisfied with the response of these staff, your complaint can be made to Health and Community Services Complaints Commission. The Health and Community Services Complaints Commission will be able to see what needs to be done to fix the problem. Department of Health and Community Services Health House, 87 Mitchell St, Darwin NT 0800 PO Box 40596, Casuarina NT 0811 Telephone: [email protected] Web: A Health and Community Services Complaints Commission Darwin: 12th Floor NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0800 Telephone: Freecall: [email protected] Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone:

12 A Where to get help: It often helps to have someone (who doesn t work with the service you are having the problem with) to support you and talk about the problem or complaint. The following organisations provide this support and advocacy in handling your complaint: Aged and Disability Rights Darwin Community Legal Service 8 Manton Street, Darwin NT 0800 GPO Box 3180, Darwin NT 0801 Telephone: Freecall: (TTY and Voice) telephone: Web: The Aged and Disability Rights Service assists people living in nursing homes and hostels, and anyone with a disability or their representatives. For legal help see page 60. 4

13 Banks, Money and Credit Where to complain about - Banks: If you have a complaint about a bank, try to solve the problem with your bank first. If you are still not happy, ask the bank for information on the Banking and Financial Services Ombudsman or contact the enquiry section directly. Banking and Financial Services Ombudsman GPO Box 3, Melbourne VIC 3001 Freecall: Telephone: (03) [email protected] Web: Credit Companies and Debt Collection Agencies: Consumer and Business Affairs Darwin: Ground Floor, Minerals House, 68 The Esplanade, Darwin NT 0800 GPO Box 2177, Darwin NT 0801 Telephone: Freecall: Web: Alice Springs: 1st Floor, Belvedere House, Parsons Street, Alice Springs NT 0870 PO Box 1745, Alice Springs NT 0871 Telephone: Credit Unions and Building Societies: Financial co-operative dispute resolution scheme PO Box 372, Clayfield QLD 4011 Telephone: B 5

14 B Financial Services: If your complaint is about financial services or products such as superannuation, managed funds, financial advice, insurance, unfair or anti competitive market practices, financial losses as a result of mistakes, bad judgment, risk-taking or commercial disputes the Australian Securities and Investments Commission (ASIC) may be able to assist. To make a complaint you should contact ASIC and get the appropriate complaint form. ASIC Complaints Australian Securities and Investments Commission 7th Floor, TIO Centre, 24 Mitchell Street, Darwin NT 0800 Telephone: Telephone: [email protected] Web: Where to get help: This is a very complicated area. Get legal advice as soon as possible. The longer you wait the harder it may be to do something about your problem. For legal help see page 60. 6

15 Cars (See Goods, Services and Businesses) Child Abuse Where to complain about / report: Child Abuse Prevention Service 24 Hours NT-wide Hotline: Police (24 Hours) Darwin, Palmerston and Rural areas telephone: Alice Springs telephone: Katherine telephone: Tennant Creek telephone: Family and Children s Services (FACS) Darwin telephone: Casuarina telephone: Palmerston telephone: East Arnhem telephone: Katherine telephone: Tennant Creek telephone: Alice Springs telephone: A/H Emergency: For country areas, see the White Pages under NT Government for regional offices of the Department of Health and Community Services. Complaints may also be made to the NT Police (see front of telephone book for your local station). Where to get help: Family and Children s Services 2nd Floor Casuarina Plaza, Casuarina NT 0810 PO Box 40596, Casuarina NT Hour Toll free: Crisis Line: Kids Help Line: Kids Chat Line (NT): Parent Line: C 7

16 C Somerville Community Services 147 Lee Point Rd, Wagaman NT 0810 PO Box 42644, Casuarina NT 0811 Darwin telephone: Palmerston telephone: Katherine telephone: Top End Children s Services Unit telephone: Central Children s Services Unit telephone: Toll Free: Child Support Where to complain: If you have a concern about child support contact: Child Support Agency (CSA) Centrelink Office, 24 Knuckey Street, Darwin NT 0800 GPO Box 9820, Darwin NT 0801 Telephone: Web: The CSA assesses the amount of child support using a formula. If you believe the assessment doesn t reflect all your circumstances you can get a review of the assessment by contacting: change of Assessment service (csa) Telephone: A further review of the decision may be available through the Family Court on special grounds. If you are not happy with the service you receive from the CSA staff or their manager you can contact a Complaints Officer on If you are unhappy with the response to your complaint by the CSA you can contact: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: 8

17 The Commonwealth Ombudsman Alice Springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: If you and your partner separated before 1 October 1989, or your child was born before 1 October 1989, you can apply for maintenance and variation of maintenance agreements through the Courts. Where to get help: For legal help see page 60. (See also Government Departments) Criminal Acts Where to complain: NT Police (see front of telephone book for your local station or phone 000 if it is an emergency). If you have suffered personal injury as a result of a criminal act you may be entitled to apply for criminal injuries compensation. Applications must be made within 12 months of the injury. Seek legal assistance. If you have suffered personal injury as a result of a criminal act you may be entitled to apply for criminal injuries compensation. Applications must be made within 12 months of the injury. Seek legal assistance. For some initial information as to your rights contact: VICTIMS OF CRIME NORTHERN TERRITORY (VOCNT) Suite 1, 8 Knuckey Street, Darwin NT 0800 Toll free: [email protected] Where to get help: For legal help see page 60. C 9

18 D Dentists (see Health Professionals) Disability Where to complain about - Discrimination: (see Discrimination) Services: If the services are provided by the Department of Health and Community Services, make your initial complaint to the office staff in the section you are dealing with. If you are not satisfied with the response of the staff, your complaint can be made to the Health and Community Services Complaints Commission. Health and Community Services Complaints Commission Darwin: Level 12, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Freecall: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: If you are unhappy with the response to your complaint, you can contact: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: 10

19 The Commonwealth Ombudsman Alice Springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: Where to get help: If you need help with an application to appoint a guardian and administrator for a disabled adult who is unable to make reasonable personal or financial decisions, contact: Office of Adult Guardianship 2nd Floor, Casuarina Plaza, Cnr Vanderlin and Trower Road, Casuarina PO Box 40596, Casuarina NT 0811 Telephone: Help on other matters can be obtained from: Disability Information Officers Department of Health and Community Services Telephone: Disability Advocacy Service Shop 1a Railway Terrace, Alice Springs NT 0870 Telephone: Department of Health and Community Services Mental Health Services Darwin telephone: Alice Springs telephone: Aged and Disability Service Darwin Community Legal Service 8 Manton Street, Darwin NT 0800 Telephone: Freecall: (TTY and Voice) telephone: The Aged and Disability Service will, amongst other things, assist people living in nursing homes and hostels. For legal help see page 60. D 11

20 D Discrimination and Unfair Treatment Where to complain: There are two different agencies which can assist if you have a complaint about discrimination in relation to: education; work; accommodation; the provision of goods, services and facilities; clubs or sports; insurance and superannuation: the NT Anti Discrimination Commission and the Human Rights and Equal Opportunity Commission. The type of organisation you are complaining about and the type of discrimination you have suffered will determine which of these agencies you can lodge your complaint with. It is therefore important that you read the grounds for applying to each agency carefully, see below. NT Anti-Discrimination Commission 7th Floor, 9-11 Cavenagh Street, Darwin NT 0800 LMB 22 GPO, Darwin NT 0801 Telephone: Freecall: Web: The NT Anti-Discrimination Commission can investigate a complaint about discrimination on the grounds of race, sex, sexuality, age, martial status, pregnancy, parenthood, breastfeeding, impairment, trade union or employer association activity, religious belief or activity, political opinion affiliation or activity, irrelevant medical record, irrelevant criminal record or association with a person who has, or is believed to have, any of these attributes providing the organisation being complained about is a non-government organisation, NT Government Department or a NT statutory authority. It is important to note that a complaint must be made to the NT Anti Discrimination Commission within six months from the date of the incident complained about. The average resolution time for complaints is three months. 12

21 Human Rights and Equal Opportunity Commission Level 8, Piccadilly Tower, 133 Castlereagh St, Sydney NSW 2000 Complaints infoline: General Inquiries: TTY: Telephone: (02) Web: The Human Rights and Equal Opportunity Commission can investigate a complaint about discrimination on the grounds of race, colour, national or ethnic origin, sex, marital status, pregnancy, family responsibilities, disability, religion, social origin, political opinion, age, sexual preference, criminal record, medical record and trade union activity. The Commission can also investigate complaints of sexual or disability harassment, racial vilification and some breaches of other human rights providing the organisation being complained about is a non-government organisation, a Commonwealth government department or a Commonwealth statutory authority. The Commission can also investigate complaints against NT Government departments and statutory authorities on any grounds except employment related sexual harassment or sex discrimination. The average time for resolution of complaints is 12 months. Doctors (See Health Professionals) Dogs Where to complain: In most local councils there are by-laws which deal with complaints about dogs. You should contact your local council dog inspector: Darwin telephone: Darwin Barking telephone: Palmerston: Alice Springs telephone: (see Local Government Section of White Pages for other Councils). D In some areas however there are no Local Council by-laws on dogs, eg. in Tennant Creek, Litchfield Shire and most rural or bush areas. If you live in these areas and you have dog problems you should contact the NT Police (see White Pages for your local station). 13

22 D Domestic Violence Where to complain: NT Police NT Police Domestic and Personal Violence Protection Unit telephone: Darwin, Palmerston and rural areas telephone: Alice Springs telephone: Katherine telephone: Jabiru telephone: Nhulunbuy telephone: Tennant Creek telephone: Where to get help: legal services Darwin: Domestic Violence Legal Service telephone: or Top End Women s Legal Service telephone: or North Australian Aboriginal Family Violence Legal Services telephone: Alice Springs: Domestic Violence Legal Service telephone: or Central Australian Women s Legal Service telephone: or Central Australian Aboriginal Family Legal Unit telephone: or Katherine: Katherine Women s Information Legal Service telephone: or Katherine Women s Crisis Centre telephone: Katherine Aboriginal Family Support Unit telephone: Emergency accommodation Darwin: Dawn House Women s Shelter telephone: Darwin Aboriginal and Islander Women s Shelter telephone:

23 Palmerston Family Crisis Accommodation and Support Service telephone: Catherine House (for single women) telephone: Oakley House (young mothers and pregnant women) telephone: Stanley House (single young women) telephone: YWCA Casy House Youth Refuge telephone: Alice Springs: Alice Springs Women s Shelter telephone: Katherine: Women s Crisis Centre telephone: Tennant Creek: Women s Refuge Centre telephone: Nhulunbuy: Gove Crisis Accommodation telephone: Support / counselling Crisis Line Freecall: Mens Helpline telephone: Darwin: Domestic Violence Counselling Service telephone: Centacare NT telephone: Relationships Australia NT telephone: Resolve/Anglicare telephone: Alice Springs: Domestic Violence Counsellor telephone: Centacare NT telephone: Relationships Australia telephone: Multiculural Community Services telephone: Women s Information Centre telephone: Katherine: Domestic Violence Counsellor telephone: Jabiru: Domestic Violence Counsellor telephone: Tennant Creek: Domestic Violence Counsellor telephone: Nhulunbuy: Domestic Violence Counsellor telephone: D

24 E Education Where to complain about - Schools: Government school education services are delivered by the Department of Employment, Education and Training. Complaints about teachers or schools should firstly be made to the Principal of the school in question. If after a reasonable time, you are not satisfied with the school s response, you should contact the Department of Employment, Education and Training by telephoning their Complaints Line on to register your complaint or write a letter marked Private and Confidential to: General Manager Schools Department of Employment Education and Training GPO Box 4821, Darwin NT 0801 Telephone: [email protected] You should be prepared to provide specifics about your complaint including details of persons involved, who you have spoken to at the school, the name(s) of the child/children involved, your child s/ children s date of birth and a contact telephone number. If your complaint is about a non-government school you should direct your enquires to the Catholic Education Office on telephone , NT Christian Schools Association on telephone or the Independent Schools Association on telephone University: Complaints should be directed to: Charles Darwin University Director, Support and Equity Services Charles Darwin University, Darwin NT 0909 Telephone: If you are unhappy with the response to your complaint by the Department of Employment, Education and Training or the Vice Chancellor, you can contact: 16

25 The Ombudsman Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Where to get help: For legal help see page 60. E 17

26 F Food Where to complain: The Department of Health and Community Services employs Environmental Health Officers who deal with complaints about food handling and cleanliness of food shops. Environmental Health Officers Darwin telephone: Darwin Rural telephone: After Hours Emergency: Alice Springs (Rural) telephone: Alice Springs (Town) telephone: Katherine telephone: Nhulunbuy telephone: Tennant Creek telephone:

27 Goods, Services and Businesses Where to complain about - Consumer issues: If you have a complaint about a consumer issue (eg. quality of goods or their fitness for purpose) including shops, services, motor car traders and credit providers contact: Consumer and Business Affairs Darwin: Ground Floor, Minerals House, 68 The Esplanade, Darwin NT 0800 GPO Box 2177, Darwin NT 0801 Telephone: Freecall: Web: Alice Springs: 1st Floor, Belvedere House, Parsons Street, Alice Springs NT 0870 PO Box 1745, Alice Springs NT 0871 Telephone: Misleading or deceptive conduct: If you have a complaint about misleading or deceptive conduct by persons or companies providing goods or a complaint about anticompetitive conduct between businesses contact: Australian Competition and Consumer Commission 8th Floor, National Mutual Centre, 9-11 Cavenagh Street PO Box 3056, Darwin NT 0801 Toll free: Telephone: Web: Sale, supply or hire of goods and services: Consumers who have a dispute over the sale, supply or hire of goods and services with a shop, tradesperson or other supplier can also apply to the Small Claims Division of the Local Court to settle the dispute if the amount is not more than $10,000. Claims must be lodged within 2 years. Local Court (Small Claims Division) Darwin: Cnr Cavenagh and Bennett Streets, Darwin NT 0800 Telephone: G

28 G Alice Springs: Cnr Hartley and Parsons Streets, Alice Springs NT 0870 Telephone: Telephone or internet services: If you have a complaint about your telephone bill or any other aspect of your telephone or internet service you should firstly refer your complaint in writing to the Customer Complaints Section of your telephone or internet company such as Telstra or Optus. If your telephone company have examined your complaint and you are not satisfied with the outcome you can seek assistance from: Telecommunications Industry Ombudsman Scheme Level 3, 595 Collins Street, Melbourne VIC 3000 PO Box 276, Collins Street West, Melbourne VIC 8007 Telephone: Freecall: TTY: [email protected] Web: If conciliation fails, the Telecommunications Ombudsman has the power to make binding awards up to $10,000 and recommendations to the value of $50,000 can be made on certain matters. The Telecommunications Industry Ombudsman has jurisdiction over all general telephone and internet telecommunications carriers. Where to get help: For legal help see page 60. Government Departments Where to complain about - Decisions: If you have a complaint about a decision made by a Northern Territory government department or a statutory authority, it is recommended that you complain directly to the Chief Executive Officer (CEO) of that department or the decision maker first. Ask how they reached the decision, what laws they used to make that decision, whether another person in that department can review the decision, whether there are any time limits for review or appeal, and where you can go from there. You must normally go through the department s internal review 20

29 process. If you are not successful, you can lodge a complaint with: G The Ombudsman Darwin: 12th Floor, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: The Ombudsman investigates complaints about decisions (or a failure to make them), actions or procedures of government departments and authorities. He or she can make recommendations to remedy a complaint and to change the procedures of those bodies. If your complaint is about a Commonwealth government department, and you are unable to resolve your concerns with the department concerned you can contact: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: The Commonwealth Ombudsman Alice Springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: Privacy: If you have a complaint about breaches of privacy by an NT Government department or agency, contact the Information Officer of the relevant Department /Agency. If you have sought a review under the Information Act and you are aggrieved by the decision you may make a complaint to the Information Commissioner. 21

30 G The Information Commissioner Level 7, 9-11 Cavenagh Street Darwin NT 0800 GPO Box 3750 Darwin NT 0801 Freecall: Web: If you have a complaint about breaches of privacy by a Commonwealth government department or agency, contact: The Office of the Federal Privacy Commissioner GPO Box 5218, Sydney NSW 1042 Toll free: TTY: [email protected] Web: You can also contact the Privacy Commissioner if you have a complaint about the misuse of your Tax File Number or credit rating information by any federal or state department or agency or by a private sector organisation. Where to get help: This area of law is complex so get legal advice. For legal help see page

31 Health Where to complain about - Health Professionals: If you have a complaint about a health professional, you can contact the NT Branch of the Association of which the practitioner is a member. These are industry self-regulating bodies (not independent). Chiropractors Association of Australia 5/5 Keith Lane, Fannie Bay NT 0820 Telephone: Web: Australian Dental Association GPO Box 4496, Darwin NT 0801 Telephone: Web: Australian Medical Association 9 Symes Street, Nakara NT 0810 Telephone: Web: Australian Association of Occupational Therapists Inc. PO Box 41479, Casuarina NT 0811 Telephone: Web: Australian Physiotherapy Association PO Box 442, Archerfield Qld 4108 Telephone: (07) Web: The Australian Psychological Society PO Box 38, Flinders Lane Post Office, Melbourne VIC 8009 Telephone: (03) Freecall: Web: H If there is no association or you are unhappy with the association s response, contact the Registrar at the Health Professions Licensing Authority. The Authority overseas the following Registration Boards: 23

32 H Aboriginal Health Workers Registration Board Chiropractors and Osteopaths Registration Board The Dental Board (Dentists) Occupational Therapists Registration Board Physiotherapists Registration Board Medical Board (Doctors) Radiographers Registration Board Nurses and Midwifery Board Optometrists Board Pharmacy Board Psychologists Registration Board The address for the Health Professions Licensing Authority is: The Registrar (Name of Board) Health Professions Licensing Authority GPO Box 4221, Darwin NT 0801 Telephone: The Boards handle complaints about the conduct of individual health professionals. However, if you have a complaint about a service in general contact the Office of Consumer and Business Affairs. If you have a complaint about medical negligence seek legal help. For legal help see page 60. (see also Discrimination) Health Services Where to complain about - Department of Health and Community Services: Health services are delivered mainly by the Department of Health and Community Services. You must firstly take your complaint to the office staff in the section that you are dealing with. If you are not satisfied with the response of these staff, your complaint can then be made to the Client Services Officer in that section. If you are still not happy, your complaint can be referred to the Senior Manager of the section (see front of White Pages under NT Government to see which section you are dealing with). 24

33 The department can also take complaints in relation to any nongovernment agency that it funds, eg. Community Drug and Alcohol Services, Darwin. Ask the health service/body that you are dealing with if it is funded by the department or contact the department directly. If you are not satisfied with the response of the department, your complaint can be made to the Health and Community Services Complaints Commission. Health and Community Services Complaints Commission Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0800 Telephone: Freecall: Web: Alice Springs: Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Mental Health: For those people who are receiving treatment under the Mental Health Act, they are also eligible to approach the community visitor who will provide assistance in lodging a variety of complaints: community visitor program 7th Floor, 9-11 Cavenagh Street, Darwin NT 0800 Telephone: Toll free: Nursing homes or special accommodation: If you have a complaint about nursing homes or special accommodation contact: Aged Care Complaints Resolution Scheme Department of Health and Aged Care Cascom Centre, 13 Scaturchio St, Casuarina NT 0810 GPO Box 9848, Darwin NT 0800 Telephone: Freecall: Web: 25 H

34 H Where to get help: As above: Community Care Centres may be able to help you make a complaint (see Department of Health and Community Services under NT Government at front of the White Pages). If you have a complaint and you live in a nursing home or hostel you may also be able to get help from: Aged and Disability Rights Service Darwin Community Legal Service 8 Manton Street, Darwin NT 0800 GPO Box 3180, Darwin NT 0801 (TTY and Voice) telephone: Aged Care Advocacy Service 8 Hartley Street, Alice Springs NT 0870 PO Box 852 Alice Springs NT 0871 Telephone: Freecall: For legal help see page 60. Housing Where to complain about - Architects: The Architects Act creates a system of registration for architects in the NT. Deregistration may occur on various grounds, but no formal complaints mechanism is established. Complaints can however be registered with the following bodies: Royal Australian Institute of Architects (RAIA) 1 Shepherd Street, Darwin NT 0800 Telephone: Web: The RAIA is an industry self-regulating body (not independent). Consumer and Business Affairs Darwin: Ground Floor, Minerals House, 68 The Esplanade, Darwin NT 0800 GPO Box 1722, Darwin NT 0801 Telephone: Freecall: Web: 26

35 Alice Springs: 1st Floor, Belvedere House, Parsons Street, Alice Springs NT 0870 PO Box 1245, Alice Springs NT 0807 Telephone: Where to get help: Office of Consumer and Business Affairs (see above) Building: If you have complaints in relation to such things as work quality, variations of original plans and delays in completion of construction you can complain to: Territory Construction Association (TCA) Winnellie Rd, Winnellie NT 0820 PO Box 37121, Winnellie NT 0821 Telephone: The TCA is an industry self-regulating body and has no power to discipline its members but can pass details of the complaint on to the company concerned. Court action is always available and legal representation should be sought. For legal help see page 60. Private Renting: If you rent privately and have complaints about your landlord or tenant s conduct, breaches of tenancy agreements etc., you can contact: Commissioner for Residential Tenancies Consumer and Business Affairs Ground Floor, Minerals House, 68 The Esplanade, Darwin NT 0800 GPO Box 2177, Darwin NT 0801 Telephone: Freecall: Web: H 27

36 H Public Housing: If you are in public housing and have complaints or inquiries on any public housing issue contact: Complaints Officer Territory Housing 1st Floor, Construction House, Cnr Mitchell and Briggs Street, Darwin NT 0800 GPO Box 4621, Darwin NT 0801 Telephone: or You can also contact: Commissioner for Residential Tenancies (as above) The Ombudsman Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone:

37 I, J, K Immigration Where to complain: This is a complex area of law and legal advice should be sought immediately. If you wish to contest a decision made by the Department of Immigration and Citizenship you should refer your complaint to: Department of Immigration and Citizenship Pella House, 40 Cavenagh Street, Darwin NT 0800 GPO Box 864, Darwin NT 0801 Telephone: Freecall: Web: If you are unhappy with the decision of the Department of Immigration and Multicultural and Indigenous Affairs you may be able to appeal to the Migration Review Tribunal (this is independent). There is a fee applicable (refundable if you win your appeal). Strict time limits apply for appeal. Migration Review Tribunal Level 11, 83 Clarence Street, Sydney NSW 2000 GPO Box 1333, Sydney NSW 2001 Telephone: (02) Web: If you are unsuccessful here, you may be able to apply to: Administrative Appeals Tribunal Level 4, Commonwealth Law Courts, Brisbane QLD 4000 GPO Box 9955, Brisbane QLD 4001 Telephone: (07) Toll free: TTY: Web: The costs involved here may be significant. Strict time limits apply for appeal. Complaints in relation to Department of Immigration and Multicultural and Indigenous Affairs decisions may also be lodged with: 29

38 I, J, K The Commonwealth Ombudsman Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: The Commonwealth Ombudsman Alice Springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: Where to get help: Multicultural Community Services of Central Australia 2/20 Parsons Street, Alice Springs NT 0870 PO Box 1160, Alice Springs NT 0871 Telephone: [email protected] Web: Multicultural Council of the NT Ground Floor, Palm Court, 8 Cavenagh St, Darwin NT 0800 PO Box 3331, Darwin NT 0801 Telephone: [email protected] Web: It is important that you get legal advice before you appeal. For legal help see page 60. (See also Discrimination) Insurance Where to complain about - General Insurance: If you have a complaint about your insurance, read your policy thoroughly. If after contacting your insurance company you are not happy with their response, you can complain to: 30

39 I, J, K Banking Ombudsman Toll free: The Banking and Financial Services Ombudsman (BFSO) is an independent dispute resolution service that is approved by the Australian Securities and Investments Commission ( ASIC ). The Ombudsman can determine disputes between consumers and geneal insurers who are members fo the scheme. Health Insurance: If you have a complaint about private health insurance you should first contact the health fund of which you are a member. If your complaint is not resolved by the fund you should contact the Private Health Insurance Ombudsman. The Ombudsman is independent and can inquire into a dispute and make recommendations to the fund. The Ombudsman can also conciliate your complaint. Contact: Private Health Insurance Ombudsman Level 7, 362 Kent Street, Sydney NSW 2000 Freecall: Telephone: (02) Web: Medicare: If your complaint is about Medicare, contact: Medicare Australia GPO Box 9822, Darwin NT 0801 Telephone: Web: the health insurance commission GPO Box 9822, Darwin NT 0801 Telephone: Web: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: 31

40 I, J, K The Commonwealth Ombudsman Alice Springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: Territory Insurance Office (TIO): If your complaint is about the Territory Insurance Office (TIO), and you have approached TIO unsuccessfully, contact: The Ombudsman Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Where to get help: For legal help see page 60. Insurance Brokers: If you have a complaint involving Insurance Brokers, contact the Insurance Brokers Disputes Limited (IBD). Dispute resolution is available on a similar basis to the above schemes. The referee can make binding decisions on claims involving $10,000 general insurance, and $50,000 for life insurance. Insurance Brokers Disputes limited (ibd) Level 13, 31 Queen Street, Melbourne VIC 3000 Freecall: Telephone: (03) [email protected] Web: 32

41 Life Insurance or Superannuation: I, J, K If you have a complaint about a Life Insurance or Superannuation policy contact: Financial Industry Complaints Service Limited PO Box 579, Collins Street West, Melbourne VIC 3000 Telephone: Fax: (03) [email protected] Web: The Service helps consumers to resolve complaints relating to members of the financial services industry, including life insurance, pooled superannuation trusts, managed investments, stockbroking, financial advice, investment advice and sales of financial investment products. It can make binding determinations that member Companies must comply with up to certain monetary limits. The Service is free to consumers. Initial contact is made with the FICS Enquiry Officer who will advise if the Service can be of assistance in resolving your complaint. Australian Securities and Investments Commission (ASIC) 7th Floor, TIO Centre, 24 Mitchell Street, Darwin NT 0800 Toll free: Telephone: Web: 33

42 L Lawyers Where to complain: Initial complaints about the conduct of solicitors or about the manner or cost of services should be made to: Law Society Northern Territory 1st Floor, Paspalis Centre Point Building, Darwin NT 0801 PO Box 2388, Darwin NT 0801 Telephone: Web: If you are unhappy with the action taken by the Society, you can take your complaint to: Legal Practitioners Complaints Committee GPO Box 3946, Darwin NT 0800 Telephone: If you have a complaint about Legal Aid lawyers or private solicitors paid by the Legal Aid Commission contact: Director NT Legal Aid Commission Level 6, 9-11 Cavenagh Street, Darwin NT 0800 Locked Bag 11, Darwin NT 0800 Telephone: Where to get help: For legal help see page 60. Legal Aid If you are unhappy with a decision about your application for legal aid, ask for a reconsideration by the NT Legal Aid Commission office which made the original decision. If you are still unhappy you can ask for the file to be referred to: Legal Aid Review Committee C/- NT Legal Aid Commission Locked Bag 11, Darwin NT 0801 Telephone:

43 A Legal Aid Review Committee is independent and has three members, including one person who is not a lawyer. If you remain dissatisfied, you can contact: The Ombudsman Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Local Government Where to complain: If you are unhappy about a decision made by your Local Council, write to the Town Clerk. If you are still unhappy, write to the Mayors and Councillors. The address of your Council is in the front of the White Pages under Local Government. Further complaints can be made by contacting: Department of Local Government, Housing and Sport Ground Floor, RCG House, Smith Street, Darwin NT 0800 GPO Box 4621, Darwin NT 0801 Darwin telephone: Alice Springs telephone: Katherine telephone: Nhulunbuy telephone: Tennant Creek telephone: or The Ombudsman (as above) L 35

44 M Media (see also Advertising) Where to complain about - Broadcasting: Primary responsibility for handling complaints about programs on television and radio (public and commercial) rests with the station itself. Codes of practice have been developed in commercial television and radio (commercial and community). These codes of practice are available from the following: Commercial Television: Free TV Australia (formerly ctva) 44 Avenue Road, Mosman NSW 2088 Telephone: (02) Web: The code for commercial television covers program classifications, promotions, accuracy and fairness in news and current affairs, advertising time, classification and placement. Commercial Radio: Commercial Radio Australia Level 5, 88 Foveaux Street, Surry Hills NSW 2010 Telephone: (02) Web: The code for commercial radio covers news, current affairs, advertising, talk-back, discriminatory broadcasts, offensive language and Australian music. Community Radio: Community Broadcasting Association of Australia PO Box 564, Alexandria NSW 2015 Telephone: (02) [email protected] Web: The code for community radio covers the same areas as above, also sponsorship, volunteers and conflict resolution. 36

45 Public Radio and Television: Complaints about the content of radio and television programs on ABC and SBS channels and frequencies should also be directed to the station involved (see White Pages). The ABC and SBS also have codes of practice and these are available from the broadcasters and on their respective websites. If any station fails to answer your complaint within 60 days or if you are unhappy with the answer contact: Australian Broadcasting Authority Level 15, Darling Park, 201 Sussex Street, Sydney NSW 2000 PO Box Q500, Queen Victoria Building, Sydney NSW 1230 Telephone: (02) TTY: (02) Freecall: Web: The Australian Broadcasting Authority also deals directly with complaints relating to the standards for children s television and Australian content on commercial television. Newspapers and Magazines: If you have a complaint about a newspaper article or the conduct of a newspaper or periodical you should contact: Australian Press Council Level 10, 117 York Street, Sydney NSW 2000 Freecall: Telephone: (02) [email protected] Web: Complaints must be lodged within three months of publication. You might be asked to sign a document saying you will not sue the publication before they will investigate the matter. Get advice before you sign. Journalists: AJA Judiciary Committee Media Entertainment and Arts Alliance 245 Chalmers Street, Redfern NSW 2016 Telephone: (02) Web: 37 M

46 N Neighbours Where to complain: Disputes with neighbours may include problems over boundaries, fences, water, noise, trees, smells, privacy, use of land, etc. You should attempt to resolve the matter directly with your neighbour as early as possible. Be calm and polite. If no resolution is achieved, the next step is to seek legal advice or to approach the Community Justice Centre to seek assistance in reaching a resolution. community justice centre 7th Floor, 9-11 Cavenagh Street, Darwin NT 0800 GPO Box 1722, Darwin NT 0801 Toll Free: [email protected] Web: For legal help see page 60. Noise Where to complain about: If you have a complaint about noise coming from premises or an unoccupied block, and have tried unsuccessfully to get the noise reduced, you can contact the NT Police (see White Pages under NT Government for you nearest station). Alternatively, you can apply to the Local Court for a Noise Abatement Order under the Summary Offences Act. This order directs the person responsible for the noise to permanently reduce it, either altogether, or at particular times. You can represent yourself or obtain legal representation. Noise pollution complaints can be made to: Pollution Hotline: (see also Pollution) The Environmental Health Unit Department of Health and Community Services PO Box 40596, Casuarina NT 0811 Telephone: After hours mobile: /

47 Alice Springs(Rural) telephone: Katherine telephone: Nhulunbuy telephone: Tennant Creek telephone: Noise made by a boat: If you have a complaint about noise made by a boat, contact: Darwin Port Corporation GPO Box 390, Darwin NT 0801 Telephone: [email protected] Web: Noise generated by military planes: A particular problem in the NT is noise generated by military planes. If you wish to complain about this, you should contact: Public Relations Section RAAF Base Darwin GPO Box 4796, Darwin NT 0801 Telephone: [email protected] Web: Noise from Government premises: If noise is coming from Government premises and you have followed the above general process without getting a satisfactory response, you can contact: The Ombudsman Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: N 39

48 N Where to get help: Airservices Australia - Aircraft Noise Enquiries Toll free: For legal help see page

49 Pensions (see Social Security) P, Q Planning Where to complain: If you have a complaint about decisions made regarding development or planning applications contact you can contact: Department of Planning and Infrastructure Cavenagh House, 38 Cavenagh Street, Darwin NT 0800 GPO Box 2520, Darwin NT 0801 Telephone: Web: You can also contact: The Ombudsman Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Where to get help: For legal help see page 60. (see also Pollution) 41

50 P, Q Police Where to complain: With serious complaints it is best to get legal advice. If you have been injured, see a doctor as soon as possible and have photographs taken of any visible injury. Complaints should be made as quickly as possible to either: Commissioner of Police Mitchell Centre, Cnr Knuckey and Mitchell Streets, Darwin NT 0800 PO Box 39764, Winnellie NT 0821 Telephone: or The Ombudsman Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Alternatively, you may lodge your complaint in person at any police station in the Northern Territory. If lodged with the police, your complaint will be referred by the Commissioner of Police to the Ombudsman, and a Joint Review Committee (representatives of the Ombudsman and the Commissioner of Police) will determine whether the investigation of the complaint should be overseen by that Committee. You need to be prepared to be interviewed on tape or to give a written statement. Your complaint will not be given to the Police Officer you are complaining about. If you are not satisfied with the investigation of a complaint lodged with the police you may request a review by the Ombudsman. 42

51 The Ombudsman must refer all complaints lodged with her or him to the Commissioner of Police before she or he commences their investigation. All complaints against members of the NT Police are investigated under the Ombudsman (Northern Territory) Act. The Ombudsman for the Northern Territory can not receive complaints against the Federal Police, these complaints need to be lodged with the Commonwealth Ombudsman. Where to get help: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: The Commonwealth Ombudsman Alice Springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: For legal help see page 60. Pollution Where to complain about - Pollution from a neighbouring property: If you have a complaint about smoke, fumes, noise, smells, waste products or potentially dangerous substances coming from a neighbouring property you should seek legal advice. For legal help see page 60. Air pollution: If you have a complaint about air pollution, eg. vapours, gas, dust, fumes etc from constructions sites, chemical works, abattoirs or laundries, or the pollution of drinking water (eg dams) contact: Pollution Hotline: P, Q 43

52 P, Q Water pollution: If you have a complaint about water pollution, contact: Pollution Hotline: You can also contact PowerWater. PowerWater GPO Box 3596, Darwin NT 0801 Freecall: Web: You can also contact PowerWater if you have a complaint about disposal of waste into the sewage system: Pollution from a boat: If you have a complaint about pollution from a boat or other source within the Darwin Port, contact: Darwin Port Corporation GPO Box 390, Darwin NT 0801 Telephone: Web: [email protected] Waste disposal: If you have a complaint about waste disposal in a public place or caravan park contact the council in your area. Where to get help: Any of the government agencies listed above, and: The Environment Centre (NT) Inc. U3/98 Woods Street, Darwin NT 0800 Telephone: or Web: Greening Australia (NT) Inc. Cnr Dinah Beach Road and Tiger Brennan Drive, Stuart Park 0800 GPO Box 1604, Darwin NT 0801 Telephone:

53 Keep Australia Beautiful Council (NT) Inc. Shop 7, 11 Westeralia St, Stuart Park NT 0800 GPO Box 1604, Darwin NT 0801 Telephone: Web: Threatened Species Network of the NT C/- Arid Lands Environment Centre 39 Hartley Street, Alice Springs NT 0870 PO Box 2796, Alice Springs NT 0871 Telephone: Web: Environmental Defenders Office (NT) 8 Manton Street, Darwin NT 0800 Telephone: Freecall: Web: [email protected] Prices Where to complain: If you have a complaint about excessive prices contact: P, Q Australian Competition and Consumer Commission (ACCC) Level 8, 9-11 Cavenagh Street PO Box 3056, Darwin NT 0801 Toll free: Telephone: Web: 45

54 Privacy (see Government Departments) P, Q Public Trustee Where to get help: Public Trustee Nichols Place, Cnr Cavenagh and Bennett Streets GPO Box 470, Darwin NT 0801 Telephone: [email protected] 46

55 Real Estate Agents Where to complain: Conduct of Real Estate Agents The Registrar Agents Licensing Board GPO Box 1722, Darwin NT 0801 Telephone: Web: OR Commissioner of Residential Tenancies Consumer and Business Affairs Ground Floor, Minerals House, 68 The Esplanade, Darwin NT 0800 GPO Box 1722, Darwin NT 0801 Freecall: Telephone: Web: OR real estate institute of the northern territory inc (reint) Unit 3, Real Estate House, 6 Lindsay Street, Darwin NT 0800 Telephone: [email protected] Web: Landlords and Tenancy Tenancy Advice Service, Darwin Community Legal Service 8 Manton Street, Darwin NT 0800 Telephone: Freecall: Where to get help: For legal help see page 60. R 47

56 S Social Security / Student Assistance Where to complain: If you are unhappy about a decision by the Department of Families, Housing, Community Services and Indigenous Affairs you should ask the Department for reconsideration of the decision. If you are unhappy about a decision by Centrelink, you should ask the Centrelink Customer Service Centre where the decision was made. Centrelink (Customer Relations) Freecall: Web: If you are still unhappy, you can ask for a review of the decision by an Authorised Review Officer. This will be an internal review (by a senior officer in the department), and is free. For all Centrelink decisions, it is best to lodge an appeal within 13 weeks of the decision being made. If you are not satisfied, you can lodge an appeal with: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: The Commonwealth Ombudsman alice springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: OR Social Security Appeals Tribunal (SSAT) Freecall: Web: This is an external and independent review and is free. Appeals may be lodged over the phone, by letter or on an appeal form. Appeal forms are available at all Centrelink offices and from the Tribunal. 48

57 If you or Centrelink is not satisfied with the decision of the SSAT, you have 28 days to lodge an appeal with: Administrative Appeals Tribunal (AAT) GPO Box 9955, Brisbane QLD 4001 Toll free: Web: Legal assistance is not essential for AAT Appeals, but should be sought (see page 57). In most cases, no fee is payable, however if you do need to lodge a fee, it currently costs $639 to lodge an application. For ABSTUDY decisions not related to debt recovery, a separate process applies. After you have asked for a reconsideration by the department, you should put your complaint in writing to: Minister for Children and Youth Affairs Parliament House, Canberra ACT 2600 If you wish to complain about the way something was or wasn t done (rather than the decision itself ), you may wish to complain to: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: The Commonwealth Ombudsman alice springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: Where to get help: The Welfare Rights Service at the Darwin Community Legal Service (see page 54) can provide assistance in dealing with the Departments and in the review and appeals process. For other legal help see page 57. S 49

58 S Superannuation Where to complain: If you have a complaint about a superannuation fund, an annuities policy or a retirement savings account, contact: Superannuation Complaints Tribunal (SCT) Locked Bag 3060, Melbourne VIC 3001 Freecall: [email protected] Web: Before you make a complaint to the Tribunal you must first make a complaint to your fund under its own internal arrangements for dealing with complaints. If, after you have made a complaint to your fund, you are not satisfied with the response or do not receive a response within 90 days, you can then lodge a complaint with the Tribunal. For lost or unclaimed superannuation money visit: Web: 50

59 Telecommunications (See Goods, Services and Businesses) Travel Agents Where to complain: Complaints regarding the conduct of travel agents can be made to: Australian Federation of Travel Agents (AFTA) 3rd Floor, 309 Pitt Street, Sydney NSW 2000 Toll free: Telephone: (02) Web: AFTA can only accept complaints about agents who are members. It has not power to discipline its members, but can pass on the details of the complaint to the company concerned. If you are not happy with the response to your complaint by AFTA, contact: Consumer and Business Affairs Ground Floor, Old Admiralty Towers, 68 The Esplanade, Darwin NT 0800 GPO Box 1722, Darwin NT 0801 Telephone: Web: For legal help see page 60. T 51

60 U,V Veterans Affairs Where to complain: If you are unhappy with a decision made by the Department of Veterans Affairs, you can ask for the decision to be reviewed. This will either be internal or conducted by the Veterans Review Board. Department of Veterans Affairs Shop 8, Cascom Centre, 15 Scaturchio Street PO Box 42496, Casuarina NT 0811 Toll free: Web: If you are unhappy with the review of the decision you can appeal to: Veterans Affairs Division Administrative Appeals Tribunal GPO Box 9955, Brisbane QLD 4001 Toll free: Web: You can also contact: The Commonwealth Ombudsman Darwin Level 12, NT House, Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Telephone: Web: The Commonwealth Ombudsman alice springs Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: Where to get help: This area of law is complex so obtain or seek legal advice. Veterans are entitled to free legal aid regardless of their income, but must still satisfy the merit test and comply with the normal application process by disclosing their financial means before having aid granted. 52

61 For legal help see page 60. Returned Services League (RSL) (see White Pages telephone book). Legacy (see White Pages telephone book). Veterinary Surgeons Where to complain: If you have a complaint about the service provided by a veterinarian, contact: The Veterinary Board of the NT C/- Department of Primary Industry, Fisheries and Mining GPO Box 3000, Darwin NT 0801 Telephone: This is an industry self-regulating body (not independent). If you are not happy with the Board s response to your complaint, contact: THE OMBUDSMAN Darwin: 12th Floor, NT House, 22 Mitchell Street, Darwin NT 0800 GPO Box 1344, Darwin NT 0801 Freecall: Telephone: Web: Alice Springs: Ground Floor, Centrepoint Building, Hartley Street, Alice Springs NT 0870 PO Box 2388, Alice Springs NT 0871 Telephone: Web: Where to get help: For legal help see page 60. U,V 53

62 W, X, Y, Z Wo r k A p p re n t i ceships a n d Traineeships Where to complain: Apprentices can complain to the New Apprenticeships Centre about working conditions, problems with the training contract, time off work to attend training, etc. Contact: New Apprenticeships Centre 38 Woods Street Darwin NT 0800 GPO Box 3245, Darwin NT 0801 Freecall: Telephone: Alice Springs Suite 75, Alice Plaza, Alice Springs NT 0870 PO Box 8270 Alice Springs NT 0871 Telephone: Where to get wage advice: Apprentices can get advice or lodge a complaint about the payment of their wages from the Department of Employment and Workplace Relations. Department of Employment and Workplace Relations 3rd Floor TCG Centre, 80 Mitchell Street, Darwin NT 0800 Wage line: Telephone: Web: Further advice contact: Department of Education, Employment and Training 11th Floor Mitchell Centre, Mitchell Street, Darwin NT 0800 PO Box 4821, Darwin NT 0801 Telephone: Web: Where to get help: At Department of Employment and Workplace Relations or Department of Education, Employment and Training (as above), a lawyer, your trade union, or at: 54

63 NT Trades and Labour Council (NTTLC) 38 Woods Street, Darwin NT 0800 Telephone: OR NT working women s centre 98 Woods Street, Darwin NT 0800 GPO box 903, Darwin NT 0801 Freecall: Telephone: Work Health Where to complain about - Private or NT Government employees: W, X, Y, Z If you wish to complain about an injury sustained at work, contact NT WorkSafe. NT WorkSafe can offer general advice about the requirements for a claim and about the benefits payable to injured workers under the Work Health Act. NT WorkSafe 1st Floor, Darwin Plaza Building, 41 Smith Street, The Mall, Darwin NT 0800 Freecall: Telephone: Web: NT WorkSafe, a Division of the Northern Territory Department of Employment, Education and Training, administers the Work Health Act (NT), Dangerous Goods (Road and Rail Transport) Act and the Dangerous Goods Act on behalf of the Northern Territory Government. (see White Pages for regional offices) An employer must submit a claim to their insurer within three working days of receiving a claim from a worker. The Insurer has to make a decision to accept, reject or defer a claim within seven working days of receiving the claim from the employer. 55

64 W, X, Y, Z If the claim is rejected the worker can apply for mediation through the Work Health Authority and/or seek redress through the Work Health Court. Contact: Work Health Authority (administered through NT WorkSafe) Telephone: The Registrar Work Health Court C/- Local Court Darwin Cnr Cavenagh and Bennett Streets, Darwin NT 0800 Telephone: Alice Springs: Parsons Street, Alice Springs NT 0870 PO Box 1394, Alice Springs NT 0871 Telephone: Procedures in the Work Health Court are complex and you should get legal representation. For legal help see page 60. Commonwealth Government employees: If you wish to complain about an injury sustained at work, contact the Commission for Safety, Rehabilitation and Compensation of Commonwealth Employees (Comcare Australia). Contact: Comcare Australia GPO Box 9905, Canberra ACT 2601 Toll free: Web: After receiving your claim form, Comcare will issue a determination as to whether they accept liability. If you are not satisfied with Comcare s decision you can request a reconsideration of the decision or apply for it to be reviewed by the Commonwealth Administrative Appeals Tribunal or the Commonwealth Ombudsman. (See Government Departments) In either case, legal and/or trade union advice should be sought. 56

65 Where to get help: NT Trades and Labour Council (NTTLC) 38 Woods Street, Darwin NT 0800 Telephone: W, X, Y, Z NTTLC can advise you about the relevant trade union for your occupation. NT working women s centre 98 Woods Street, Darwin NT 0800 GPO box 903, Darwin NT 0801 Freecall: Telephone: For legal help see page 60. Work Occupational Health and Safety Where to complain: If you have a complaint about unsafe working conditions, employment practices and premises, contact: NT WorkSafe 1st Floor, Darwin Plaza, 41 Smith Street, The Mall, Darwin NT 0800 Freecall: Telephone: Web: NT WorkSafe, a Division of the Northern Territory Department of Employment, Education and Training, administers the Work Health Act (NT), Dangerous Goods (Road and Rail Transport) Act and the Dangerous Goods Act on behalf of the Northern Territory Government. Office of Commissioner for Public Employment Telephone: Workplace Ombudsman Level 5, 47 Mitchell Street, Darwin NT 0800 Telephone: Toll free: Workplace Advocate GPO Box 4143, Darwin NT 0801 Toll free:

66 W, X, Y, Z Work Pay and Conditions Where to complain: NT law makes no provision for settling disputes or for creating awards, therefore Federal awards apply in the NT. The Department of Employment and Workplace Relations can help with information about federal awards, including pay, holidays and general employment entitlements. They can take action against employers on your behalf. Contact: Department of Employment and Workplace Relations 3rd Floor, TCG Building, 80 Mitchell St, Darwin NT 0800 GPO Box 385, Darwin NT 0801 Telephone: Web: Where to get help: As above or your trade union. NT Trades and Labour Council (NTTLC) 38 Woods Street, Darwin NT 0800 Telephone: After hours: NTTLC can advise you about the relevant trade union for your occupation. NT working women s centre 98 Woods Street, Darwin NT 0800 GPO box 903, Darwin NT 0801 Freecall: Telephone: If a Federal award does not cover a worker she/he should obtain legal assistance. workchoices info line pay Claims Telephone: Workplace Infoline Telephone:

67 W, X, Y, Z Work Unfair Dismissal Where to complain: If you have a complaint about an unfair or unreasonable dismissal, it is important to act quickly. Contact your union immediately to see if it can pressure your ex-employer to reinstate you. Applications against unfair dismissal can be made to the Australian Industrial Relations Commission (AIRC). You can attend a conciliation conference with your employer at the AIRC, or if there is no agreement you can pursue your claim by arbitration. If there is still no agreement the AIRC can refer the complaint to the Industrial Relations Court of Australia. Contact: Australian Industrial Relations Commission Level 10, NT House, 22 Mitchell Street GPO Box 969, Darwin NT 0801 Telephone: Web: Where to get help: This area is complicated get advice from a lawyer, the Department of Employment and Workplace Relations and/or a union as soon as you ve been dismissed. Australian Industrial Relations Commission Information Line Telephone: The Department of Employment and Workplace Relations can help with information about requirements of dismissal (eg. notice) under federal laws. They can take action against employers on your behalf. NT Trades and Labour Council (NTTLC) 38 Woods Street, Darwin NT 0800 Telephone: NTTLC can advise you about the relevant trade union for your occupation. If you are not under an award, seek legal advice as soon as possible. NT working women s centre 98 Woods Street, Darwin NT 0800 GPO box 903, Darwin NT 0801 Freecall: Telephone: Australian Industrial Relations Commissioner Unlawful dismissal Telephone: For legal help see page

68 Where to get help Legal Help Private Lawyers (see Yellow Pages under Solicitors) Northern Territory Legal Aid Commission Legal Information Line: Web: Darwin: 6th Floor, 9-11 Cavenagh Street, Darwin NT 0800 Locked Bag 11, Darwin NT 0801 Telephone: Palmerston: Shop 6, 25 Chung Wah Terrace, Palmerston NT 0830 Locked Bag 11, Darwin NT 0801 Telephone: Katherine: 20 Second Street, Katherine NT 0850 PO Box 145, Katherine NT 0851 Telephone: Tennant Creek: 61 Patterson Street, Tennant Creek NT 0860 PO Box 749, Tennant Creek NT 0861 Telephone: Alice Springs: 77 Hartley Street, Alice Springs NT 0870 PO Box 969, Alice Springs NT 0871 Telephone: Aboriginal Legal Aid Services Darwin: North Australian Aboriginal Justice Agency (NAAJA) 1 Gardiner Street, Darwin NT 0800 GPO Box 1064, Darwin NT 0801 Telephone: or Katherine: North Australian Aboriginal Justice Agency (NAAJA) 32 Katherine Terrace, Katherine NT 0870 PO Box 1944, Katherine NT 0850 Telephone: Nhulunbuy (Gove): North Australian Aboriginal Justice Agency (NAAJA) Franklin Street, Nhulunbuy NT 0880 PO Box 120, Nhulunbuy NT 0881 Telephone: Alice Springs: Central Australian Aboriginal Legal Aid Service (CAALAS) 55 Bath Street, Alice Springs NT 0870 PO Box 1670, Alice Springs NT 0870 Telephone: or

69 Tennant Creek: Central Australian Legal Aid Service Inc (CAALAS) 68 Patterson Street, Tennant Creek NT 0860 PO Box 56, Tennant Creek NT 0860 Telephone: or Community Legal Centres Darwin Community Legal Service 8 Manton Street, Darwin NT 0800 GPO Box 3180, Darwin NT 0801 Telephone: Freecall: Web: Where to get help Top End Women s Legal Service Ground Floor, 62 Cavenagh Street, Darwin NT 0800 GPO Box 1901, Darwin NT 0801 Telephone: or North Australian Aboriginal Family Violence Legal Service GPO Box 1430, Darwin NT 0801 Level 2, Qantas Building, 16 Bennett Street, Darwin NT 0800 Tel: Toll Free: [email protected] Katherine Women s Information and Legal Service Shop 5 Katherine Arcade, Katherine Terrace, Katherine NT 0850 PO Box 1194, Katherine,NT 0851 Tel: Toll Free Katherine Aboriginal Family Support Unit 1 Second Street, Katherine NT 0850 PO Box 240, Katherine NT 0850 Tel: Central Australian Women s Legal Service Suite 3, 15 Leichardt Tce, Alice Springs NT 0870 PO Box 3496, Alice Springs NT 0871 Tel: [email protected] Central Australian Aboriginal Family Legal Unit 84 Hartley Street, Alice Springs NT 0870 PO Box 2109, Alice Springs NT 0871 Tel: Freecall: [email protected] Environmental Defenders Office 8 Manton Street, Darwin NT 0800 GPO Box 3180, Darwin NT 0801 Freecall: Telephone: Web: 61

70 Where to get help Your Member of Parliament Every resident of the Territory has four representatives in the Government a member of the Territory Legislative Assembly (MLA), a member of the Federal House of Representatives (MHR), and two members of the Federal Senate (senator). If you have been unsuccessful with other avenues of complaint, or your complaint is about current or proposed legislation, you may be able to get help from your local member of Parliament. He or she may be able to help with practical matters like getting a government department to explain or review a decision it has made, or by getting it to take some action on a particular issue. Alternatively, he or she may be able to refer you to the correct person or place for you to get the assistance you need If your member cannot help you directly, she or he may be able to raise your problem as an issue in Parliament. This may not change things for you individually, but it can raise attention to the broader issue involved with your complaint, and may result in changes in the law. You can contact your local member in person, by phone or by writing. He or she will have an office somewhere in your area. Details are listed at the front of the NT Government Section of the White Pages telephone book. 62

71

72 Northern Territory Legal Aid Commission Office of the Ombudsman for the Northern Territory