Complaints and compliments
Your feedback is valuable to Customs and Border Protection and helps us to provide better service.
As a part of our commitment to continually improving our service to industry and the community, we have established a national system for collecting and actioning client feedback.
Our Complaints and Compliments Management System ensures that we handle all complaints and compliments in a consistent way, and that we action them appropriately. Our Complaints and Compliments management policy is available here.
You can access the Complaints and Compliments brochure here.
You can access the Client Service Charter and Standards brochure here.
How do I make a complaint or offer a compliment?
If you have any comments you would like to share with us, please:
- telephone our Complaints and Compliments Unit on Freecall 1800 228 227
- email us
- write to us at 'Australian Customs & Border Protection, Complaints and Compliments Management Unit, Reply Paid 86251, MELBOURNE, Vic 8060'
- speak to a Customs and Border Protection officer; or
- fill out an electronic feedback form.
If we do not acknowledge your communication within five working days, please call to ensure that the comment has been received.
Referring complaints to the correct agency
If your feedback relates to the Australian Customs and Border Protection Service (for example, importing and exporting goods by air, sea or post), complete the Customs complaints and compliments form.
If you wish to take your complaint outside of the department please contact the relevant agency:
Australian Federal Police
If your feedback relates to services provided by the Australian Federal Police (AFP) go to AFP Feedback and Complaints
Example: conduct or actions of individual AFP appointees; practices and procedures of the AFP
Australian Quarantine and Inspection Service
If your feedback relates to services provided by the Australian Quarantine and Inspection Service go to AQIS Compliments and Complaints
Example: animal and plant quarantine; import and export inspection and certification; quarantine at international airports, seaports, mail exchanges and container depots
Department of Immigration and Citizenship
If your feedback relates to services provided by the Department of Immigration and Citizenship (for example, visa requirements for people who want to visit, work or study in Australia) go to DIAC Compliments and Complaints