Making a Complaint

Contributed by Lorana Bartels and Caroline Doyle . Current to December 2021.

Information on making a complaint is provided on the ACT Corrective Services website and in the Corrections Management (Detainee Requests and Complaints) Policy 2019. Individuals are encouraged to first attempt to resolve the complaint verbally (informal complaint) before making a written complaint (formal complaint).

ACT Ombudsman

The Australian Capital Territory Ombudsman investigates complaints about the administrative actions of ACT Government agencies. For complaints about decisions or actions made by the AMC, contact:

Ph: #74 (1300 362 072) or Indigenous line #54 (1800 062 789) (free call)
Email: ombudsman@ombudsman.gov.au
Post: GPO Box 442 Canberra ACT 2601

ACT Human Rights Commission

The ACT Human Rights Commission was established in 2005 to promote and protect the rights and wellbeing of all people living in the Australian Capital Territory. The Commission is an independent statutory agency established by the Human Rights Commission Act 2005. For complaints about health services, including mental health services, disability or discrimination, contact:

Ph: #87 (6205 2222) (free call)
Email: HRCIntake@act.gov.au
Post: GPO Box 158 Canberra ACT 2601

Official Visitor

Official Visitors are appointed by the Minister in accordance with section 57 of the Corrections Management Act 2007. The role of the Official Visitor is to receive and investigate detainee complaints and grievances, and inspect correctional centres and places outside correctional centres where detainees are, or have been directed to work or participate in an activity. The Official Visitor Act 2012 outlines the appointment of official visitors and the Corrections Management (Official Visitor) Policy 2019 outlines the role and functions of Official Visitors.

Indigenous Official Visitor

Indigenous Official Visitors are appointed by the Minister. The role of the Indigenous Official Visitor is to receive and investigate complaints and grievances from Indigenous detainees, and inspect correctional centres and places outside correctional centres where Indigenous detainees are, or have been directed to work or participate in an activity.

Inspector of Correctional Services

The ACT Inspector of Correctional Services is an independent statutory office holder that reports directly to the ACT Legislative Assembly. The Inspector has the role of conducting regular examination and reviews of correctional centres (including the AMC, ACT court cells, and ACTCS transport vehicles) and correctional services, with a focus on ways to promote continual improvement. The Inspector is also required to review 'critical incidents' (as defined in the Inspector of Correctional Services Act 2017 (ACT) ). Critical Incident reviews can be found here.

Contacts and Resources

There are a range of services available to detainees once they are released from the AMC. See Contacts and Resources for these services.