The Scheme is committed to providing high quality, trauma-informed services to survivors and anyone else who interacts with us.

As part of our commitment, the Scheme have developed a new online webform. This is to improve the way we receive, manage and respond to complaints and feedback.

The new webform aims to:

• Provide a simple, accessible, safe and secure avenue to submit complaints, enquiries, or feedback directly to the Scheme.
• Provide the option for anonymity.
• Capture relevant information to support accurate triage, referral, assessment, and response.
• Improve Scheme transparency, consistency, and responsiveness to issues raised.

Contacting the Scheme about a complaint or feedback

You can make a complaint about the Scheme in the following ways:

• Submit an Online Form
• Telephone: 1800 737 377 (call charges may apply) Monday to Friday 8am to 5pm
• Mail: National Redress Scheme Feedback, GPO Box 9820, Canberra ACT, 2601

You can submit an anonymous complaint using the online form. Please be aware if you submit anonymously, we won’t be able to contact you if we need more information about your complaint. This may mean we are unable to investigate your complaint fully. We also won’t be able to let you know the outcome.

Please note: Calls made to the 1800 737 377 number may be recorded. This is to help us effectively manage the complaint, and for training purposes.

Services to help you call the Scheme

There are services available to help you call the Scheme.

For those using the National Relay Service

You might want to use the National Relay Service if you are d/Deaf, hard of hearing, or have a speech or communication difficulty. To contact the Scheme through the National Relay Service, please:

• Step 1: Contact your preferred National Relay Service call channel, detailed on call numbers and links(Opens in a new tab/window).
• Step 2: Provide the National Relay Service with our phone number 1800 737 377.

For more information visit: About the National Relay Service(Opens in a new tab/window).

For languages other than English (including Indigenous languages)

Please let us know when you call us if you need an interpreter, we will be able to bring one into the call.

You can also call the Translating and Interpreting Service on 131 450 for help in languages other than English.

Contacting the Scheme about an enquiry

For general enquiries or more information about accessing the Scheme, please call the Scheme on 1800 737 377 and select option 1.

You can check the progress of your application using myGov(Opens in a new tab/window), or by calling the Scheme on 1800 737 377 and selecting option 2.

The Scheme phone line, 1800 737 377, is available Monday to Friday, 8am to 5pm.

For practical and emotional support, legal advice and financial counselling, you can contact a free Redress Support Service.

Further information about the Scheme is available on the resources page of our website.

Complaints to the Department of Social Services

You can also submit complaints and enquiries directly to the Department of Social Services(Opens in a new tab/window). These might be about the services they provide, decisions they make, or a service provider they fund. For more information, please visit the Department of Social Services website for:

• Enquiries and feedback for the Department of Social Services(Opens in a new tab/window)
• Making a complaint to the Department of Social Services(Opens in a new tab/window)