At NTV, we are committed to providing safe, high-quality and responsive services. We welcome feedback from the people and communities we work with, including compliments, suggestions for improvement and complaints. Your feedback helps us understand what we are doing well and where we can improve.

If something has gone well, we’d love to hear about it. If you have a suggestion for how we can improve, we encourage you to let us know. If you are dissatisfied with our services, decisions, or your experience with NTV, you can make a complaint at any time.

Making a complaint will not affect your access to our services or the quality of services you receive from NTV.

You may choose to provide your feedback, compliment or complaint anonymously. We will still consider the information provided and record it in our systems where appropriate. However, if you choose to remain anonymous, we may not be able to investigate the matter fully, seek further information or provide you with a response.

How to Provide Feedback or Make a Complaint

You can provide feedback, a compliment or make a complaint in the way that feels safest and easiest for you:

• Via our online form below. This is the quickest and easiest way to contact us. Your submission will be directed to the appropriate internal process so it can be managed consistently and responded to appropriately.
• Speak with an NTV staff member: All staff at NTV are trained to receive feedback and complaints. They may recommend completing the online form as this helps us capture all the information needed. If you would prefer not to use the online form, please let them know and they will discuss an alternative option with you.

Feedback and Complaints Form

External Agencies that may assist you

We try our best to make sure your complaint is resolved to everyone’s satisfaction. However, there may be times when we are unable to do this. If this happens, we will refer you to an external agency that may be able to assist you to get your concerns resolved. These may include:

National

• Commonwealth Ombudsman

For complaints regarding services and programs delivered by NTV under Commonwealth contracts
🔗 https://www.ombudsman.gov.au/

• Australian Human Rights Commission (AHRC)

For discrimination, harassment, human rights breaches, disability rights concerns, racial discrimination, sex/gender discrimination, and systemic rights issues.
🔗 https://humanrights.gov.au/

• eSafety Commissioner

For complaints related to online harm, cyber safety, abusive online behaviour, image-based abuse, and digital safety concerns.
🔗 https://www.esafety.gov.au/

State and Territory Based

The following provides a list of external service that may be able to assist you in your state or territory:https://www.ombudsman.gov.au/complaints/how-to-make-a-complaint/other-agencies-that-handle-complaints