Complaints

Passport customers

Australia Post

If you are unhappy with customer service received at an Australia Post outlet, you should in the first instance contact Australia Post.  Complaints can be made in several ways.  These include the following:

• by telephone to the customer relations centre on 13 13 18
• in person at any postal outlet
• in writing to the commercial manager in your State/Territory
  

Care Line (Passport Help Line)


If you feel that your experience with Careline Services (our passport information help line) was below the high standards the Foreign and Commonwealth Office aim to provide, please e-mail Careline Services directly at:  ukpassportserviceaustralianewzealand@careline-services.co.uk

All complaints will be acknowledged within 1 working day.

Passport Production

If you are not satisfied with the way your passport has been processed or any issues with the RPPC Wellington team, please send a letter detailing your complaint to:

Head of UK Regional Passport Processing Centre
British High Commission
44 Hill Street
Wellington 6011
New Zealand

Consular customers

If you have any complaints about your treatment by staff at the Consular Section in Canberra, please write to the following address:

Head of Consular Section
British High Commission
Locked Bag 5011
39 Brindabella Circuit
Canberra Airport
ACT 2609

Please mark the envelope and letter "PERSONAL"

If a complaint refers to the Head of Consular Section personally, please write to the Deputy High Commissioner at:

British High Commission
Commonwealth Avenue
Yarralumla
ACT 2600

What we will do

We will:

• investigate the complaint fully.  The person who investigates the complaint will not be directly connected to your case or to your complaint, and will usually be senior to any officer who a complaint has been made against;
• do our best to give you a full reply within 20 working days.  If we cannot give you a full reply within this time, we will tell you when we expect to do so;
• record and examine complaints, and use the information to help make sure we offer the best possible help and support.  

What should I do if I am still not satisfied?

If you are not happy with our response, you can ask the Director of Consular Services at the Foreign & Commonwealth Office in London to investigate your complaint further under our Official Complaints Procedure. Full details are set out in the guide Support for British Nationals Abroad.