Complaints and feedback
The Department for Trade and Investment strives to provide our clients with great customer service. An important part of achieving this is making sure we continually improve the services we provide.
Your complaints and feedback will go a long way to help us achieve this. By letting us know if we unfortunately didn't meet your expectations, we can investigate accordingly.
How to contact us
- Send your complaints and feedback online
- Email: firstname.lastname@example.org
- Post: Department for Trade and Investment, Level 8, 250 Victoria Square/Tarntanyangga, Adelaide, South Australia 5000
- Phone: (08) 8303 2400
If English is not your preferred language, please contact the Interpreting and Translating Centre (ITC): on 1800 280 203 and then ask for (08) 8303 2400.
If you are deaf, or have a hearing or speech impairment, please contact us through:
- National Relay Service (speak and listen) call 1300 555 727, then ask for (08) 8303 2400
- National Relay Service (TTY users) call 133 677, then ask for 8303 2400
- Internet Relay users can connect to the National Relay Service
Aboriginal people, people from culturally and linguistically diverse communities, people with disabilities and people who are vulnerable or disadvantaged have the option to have their complaint made or assisted by another person or organisation, e.g. an advocate, family member or community representative.
What happens once you've lodged a complaint or provided feedback?
Once you have submitted a complaint or feedback, you will receive an acknowledgement and copy of your submission if you provided an email.
We may need to contact you to confirm or clarify the information you have provided. You can make a complaint or provide feedback anonymously, and we will investigate it as far as possible.
We will aim to resolve your complaint within 10 business days. If it is not possible to give you a full reply within this time, we will contact you and advise how much additional time is required. This may happen if your complaint requires more detailed investigation.
We will also contact you at the completion of the investigation to ask you about your experience. As part of this process, we will acknowledge where things could have been done better. We will tell you what will be done to avoid the same thing happening again.
Equally, if we do not uphold your complaint, we will let you know why.
If you feel your complaint has not been dealt with properly, please let us know. If you remain unsatisfied, you can refer your complaint to the Ombudsman SA.
For more information please refer to our Complaint Management Policy.