Members of the public who wish to make a complaint concerning the Department can forward their concerns in writing or by email.
Where registered victims (those recorded on the Victim Notification Register - VNR) enquire about Corrections' complaints procedures they are advised to write to the Chief Executive of Corrections outlining any complaint.
Complaints directed to the CE or received elsewhere in Corrections are all to be referred to the National Coordinator VNR who must record and acknowledge them. The National Coordinator VNR must refer complaints to the service(s) concerned for investigation and the preparation of a report.
There are no barriers to offenders making a complaint in confidence to any staff member, inspector or external agency (such as the Ombudsman, Privacy Commissioner or Health and Disabilities Commissioner). Such a provision is essential to ensure issues are not suppressed.
Confidential mail provisions and 0800 phone facilities are in place to facilitate this.
Action to resolve complaints starts at a local level, such as with a Probation Officer or Unit Manager, and is only escalated if it can't be resolved there.