How we manage formal complaints

The National Gallery will acknowledge receipt of a formal complaint within 5 working days. In most cases the Gallery will resolve the complaint within 15 working days of receipt. If this is not possible, an update will be provided to the complainant as soon as possible specifying the likely timeframe for resolution.

A complaint is reviewed by the Visitor Experience Team before being forwarded to the relevant Senior Management Group member for review. The Senior Management Group member will use their discretion to determine whether the complaint should be brought to the Director’s attention.

If the Senior Management Group member considers the complaint is frivolous or vexatious, they will advise the Head of Visitor Experience and outline the reasons. The Director’s approval will be sought to dismiss the complaint and advise the complainant. The decision to dismiss a complaint will only be made giving due consideration to the nature, scope and extent of the complaint. This may include seeking additional information from the complainant unless the complaint has been made anonymously.

Where relevant, Gallery staff against whom a complaint is made will be provided with all details of the allegation, and their comments sought.

A response will be provided to the complainant addressing the matters raised including any actions to be taken. Where relevant, a copy will also be provided to the subject of the complaint.

If the complainant maintains that the matter has not been resolved satisfactorily, the complainant may apply to the Director for a review to be undertaken. Depending on the circumstances, the Director may appoint a Review Officer. A review must be requested within 28 days of the complainant receiving the response.

Other rights of review include the Commonwealth Ombudsman and the Human Rights and Equal Opportunity Commission, if relevant to the nature of the complaint. These avenues would normally only be pursued after all other avenues have been exhausted.

Contacts

Head of Visitor Experience
National Gallery of Australia
GPO Box 1150
CANBERRA ACT 2601

If the complaint is about the Head of Visitor Experience, the complaint should be forwarded to the Head of Governance at the same postal address above.