Complaints procedure

This page offers guidance on how to complain about the level of service the Fair Work Agency has provided.

The Fair Work Agency (FWA) is committed to being open and responsive to complaints.

What you can complain about

This page offers guidance on how to complain about the level of service FWA has provided.

For example:

  • the time we’ve taken to process a licence
  • poor customer service or unprofessional communication
  • incorrect advice, guidance or published information
  • accessibility

There’s a different process to: 

This process does not cover:

  • matters that are the subject of legal proceedings or are under police investigation – we cannot comment on ongoing investigations

  • dissatisfaction with a policy we’ve adopted – you can write to the relevant minister or to your local MP if you have a complaint about a government policy

  • trying to reopen a concluded complaint or having a complaint reconsidered where we’ve already given a final decision – instead, you can refer it to the Ombudsman Services

How to complain

You can complain by:

You should include your:

  • full name
  • email address, so we can contact you
  • your complaint, providing as much detail as possible
  • company’s name, if relevant

You should complain within 3 months of:

  • the incident
  • the end of any legal process undertaken by us

If the incident happened more than 3 months ago, say why when making the complaint. We’ll then decide if your complaint is ‘out of time’ or if it can be considered.

Complaints about FWA’s investigation powers

To complain about our use of investigation powers, read our enforcement statement for more information.

Complaints about FWA officers

If your complaint is about an FWA officer, we’ll need to tell them about the allegations. We may also need to speak to you to get more details.

Complaints about FWA’s use of enforcement powers

If your complaint is about our conduct or use of our enforcement powers, you can contact the Independent Office for Police Conduct (IOPC) for more information.

The IOPC will decide whether they should investigate, or if it should be referred to us to investigate. You’ll be updated when this decision is made.

What happens after you complain

We aim to investigate and answer all complaints within 20 working days.

If this is not possible, we’ll let you know and give you a revised timeline.

We’ll tell you:

  • if we agree with your complaint
  • any action we’ve taken as a result
  • what to do if you do not agree with our decision

If you are not satisfied with our decision

If you’re not satisfied with the decision we make, you can ask us to review it. Do this within 20 working days of the date on the letter or email we sent you.

Tell us:

  • why you do not agree with our decision
  • what you would like us to do

An independent senior FWA officer will handle the review. This is the final stage of the internal complaints process.

Complain to the ombudsman

If you’ve gone through our complaints procedure and are still not satisfied, you can ask your local MP to refer it to the Parliamentary and Health Service Ombudsman.

You can contact them by:

  • post, at Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, London, SW1P 4QP
  • phone, on 0345 015 4033, Monday to Thursday 9am to 4pm, and Friday 8:30am to 12pm (except bank holidays).

Find out about call charges

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