Client Feedback Policy Statement; And Client Feedback Standard Operating Procedure ​

Written by Claude Haiku 4.5 from the extracted text on 28 Feb 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

The Department of Home Affairs released a Client Feedback Policy Statement (document ID VM-3001, approved 31 January 2025) establishing procedures for managing client feedback on immigration, citizenship, and border control functions. The policy, developed by the Global Feedback Unit and replacing the previous 2018 policy, defines three feedback categories: compliments (praise for departmental or Australian Border Force performance), complaints (expressions of dissatisfaction with policies or service delivery), and suggestions (improvement ideas). The policy establishes feedback channels, service standards, and management procedures while addressing scope limitations, anonymous feedback handling, unreasonable client conduct, privacy protections, and withdrawn feedback. The framework is grounded in the Commonwealth Ombudsman's Better Practice Guide to Complaint Handling and applies to services delivered by both the Department and the Australian Border Force. Specific operational statistics, processing timelines, or enforcement details are not disclosed in this excerpt.