12.6 Complaints Bodies

types of complaints dealt by complaints bodies

provison of goods and services, or decisions made by certain bodies/ authorities

types of different complaints bodies

• Inspector-general of taxation

• office of esafety commissioner

• inspector-general of intelligence or security

• Victorian equal oppourtunity and human rights

• health complaints commissioner

• disability services commissioner

key features of complaints bodies

• third party facilitates discussion - may suggest options or mediate

• parties make the decision themselves

• involves back and forth negotiations

• consumer complaints, service dissatisfaction, minor civil issues

• uses mediation or concilliation

• decision often non-binding → ToS used

• high accessibility (online/ over phone)

• limited jurisdiction of each body

strengths of complaints bodies

• Free or low-cost service 

• Fast resolution (1-6 months) 

• High accessibility 

  • Websites, phone, and online services

• Informal and user-friendly process

• Independent and impartial assistance

weaknesses of complaints bodies

• Some may charge fees or require legal help 

• Decisions may not be enforceable 

• Only available for specific groups (e.g. Consumers Affairs if for Consumers only) 

• Public may struggle to identify the correct body for their issue 

• Not suitable for complex or high-value claims