At Startup Australia, we are committed to the fair and efficient resolution of complaints. Making a complaint is simple and easy. You can lodge your complaint by email, over the phone, by sending us letter or by visiting us.

Email: [email protected]

Phone: +61 (02) 6705 4699

Visit: 3153, Victoria, Melbourne, 199 Scoresby Rd

What should I include in my complaint?

When lodging your complaint, you should include:

  • your name and contact details;
  • details of your complaint with sufficient information to allow us to fully consider and assess it; and
  • details of prior contact with us in relation to the complaint, such as who you had contact with and when.

We may request additional information from you to properly deal with and resolve your complaint.

How will my complaint be handled?

Following receipt of your complaint:

  • we will record the details of your complaint;
  • we will give your complaint genuine consideration;
  • we will acknowledge your complaint within 24 hours;
  • we will assess and investigate your complaint properly;
  • we will seek to resolve your complaint fairly, objectively and without bias;
  • we will seek to resolve your complaint at the earliest opportunity, and within 30 days;
  • we will inform you of our decision and provide reasons for it;
  • we will provide you with the details of how to seek an external review of complaint if you are dissatisfied with our decision or we have not resolved it within 30 days.

Need assistance?

Please let us know if you think you will need assistance with lodging your complaint. If required, we can arrange access to the following and other services:

  • translation services;
  • text telephone (TTY) and the National Relay Service (NRS); and
  • a copy of this policy in a different language or format.