1. Complaints

We do our best to provide a safe, quality and responsive service. However, we don’t always get things right and when we don’t, we want to know about it so that we can do our best to fix the issue.

You can raise a complaint at any time, and for any reason. Making a complaint will not affect access to our services, or the quality of services you can expect from us.

If you prefer, you can give your complaint anonymously. We will still take your complaint seriously and record it in our system. However, you need to know that if you want to make a complaint anonymously, we may not be able to fully investigate or provide you with a response.

2. How you can make a complaint

You can make a complaint in the way that feels safest and easiest for you:

• Via our online form: This is the best and quickest way for you to raise your concern. This form connects directly to our central complaints process, which means our independent response team can easily and quickly assist you
• Talk to any NTV staff member: All staff at NTV have been given training and information on how to best respond to a complaint. They will likely ask that you forward your complaint via our online form as this is the best way to manage it and will help ensure you get a fast response. If you do not want to lodge your complaint in this way, please let them know and they will work with you to find an alternate solution

Whichever way you choose, your complaint will be directed into our central complaints process, so it is handled consistently and fairly.

3. Complaints form

4. External Agencies that may assist you:

We try our best to make sure your complaint is resolved to everyone’s satisfaction. However, there may be times when we are unable to do this. If this happens, we will refer you to an external agency that may be able to assist you to get your concerns resolved. These may include:

National

• Commonwealth Ombudsman

For complaints regarding services and programs delivered by NTV under Commonwealth contracts
🔗 https://www.ombudsman.gov.au/

• Australian Human Rights Commission (AHRC)

For discrimination, harassment, human rights breaches, disability rights concerns, racial discrimination, sex/gender discrimination, and systemic rights issues.
🔗 https://humanrights.gov.au/

• eSafety Commissioner

For complaints related to online harm, cyber safety, abusive online behaviour, image-based abuse, and digital safety concerns.
🔗 https://www.esafety.gov.au/

State and Territory Based

The following provides a list of external service that may be able to assist you in your state or territory:https://www.ombudsman.gov.au/complaints/how-to-make-a-complaint/other-agencies-that-handle-complaints