CSIRO is committed to providing a high level of service and to conducting its activities ethically and with integrity. This commitment is reflected in our Service Charter and Code of Conduct. 

CSIRO welcomes feedback on its performance, including complaints.

Complaints can assist CSIRO to evaluate and improve its services.  They can be in relation to any number of matters and may include the actions and conduct of staff.

Making a complaint

In making a complaint it will help if you could explain:

• what action or decision is the cause of your complaint
• what specifically is your complaint
• what are the implications of that decision or action on you 
• what is the preferred outcome or result you are seeking.

CSIRO will acknowledge your complaint and seek to resolve the matter in a timely manner.

Confidentiality and procedural fairness

Your complaint and your personal information will be kept confidential and will only be disclosed to staff within CSIRO who have a need to know about the complaint for the purposes of responding to you or taking appropriate action.

If you make an anonymous complaint we may not be able to conduct a full investigation of your complaint or be able to refer the matter to the appropriate area.

Reports or allegations of misconduct by CSIRO or a staff member, including fraudulent activity must be in writing.  Mark all correspondence ‘Confidential’.

Reports or allegations of possible misconduct will be investigated through CSIRO’s misconduct process or referred to an external body such as the Police, where necessary. 

All complaints involving the conduct or reputation of a staff member will be handled confidentially and in a manner that provides procedural fairness to all involved.

Options available for making a complaint

1. Minor complaints
2. General complaints
3. Privacy and Freedom of Information complaints

i.       Minor complaints

If you have been dealing with CSIRO about a matter and there is a minor problem we suggest you contact the staff member or manager involved to see if it may be resolved informally. 

If this is not possible for any reason please consider one of the following options.

ii.      General complaints

General complaints include but are not limited to complaints or feedback about:

• CSIRO practices and activities
• Level or quality of services and products
• Client, partner and public engagement
• Health, safety and environmental concerns related to CSIRO activities
• Actions or conduct of CSIRO and its staff members.

A general complaint is not commentary or opinions on CSIRO’s science or policy position.

For general complaints:

Contact:	CSIRO Enquiries
Phone:	1300 363 400
Email:	enquiries@csiro.au

CSIRO Enquiries will contact the relevant area in CSIRO who will acknowledge and respond to your complaint.

Where the report or allegation involves a possible breach of the CSIRO Code of Conduct which includes the law and Government regulations by CSIRO or a staff member, CSIRO Enquiries will refer the matter to be dealt with under CSIRO’s misconduct processes or will report it to the Fraud Control Officer.

If it is not appropriate for any reason to report a sensitive matter or make a public interest disclosure through CSIRO Enquiries, CSIRO Enquiries will provide advice on the options available.

The terms misconduct, fraud and public interest disclosure are defined below.

iii.     Privacy and Freedom of Information complaints

For complaints about the CSIRO Freedom of Information process or Privacy matters:

Contact:

foi@csiro.au

Information on the CSIRO Freedom of Information process and your rights is available.

You can also visit the Office of the Australian Information Commissioner (OAIC) [external link] website for more information on Freedom of Information and Privacy. 

Definitions

1. Misconduct is seen as a breach of the CSIRO Code of Conduct.  The conduct of a staff member may include, for example, concerns about:
   • improper or offensive behaviour
   • improper conduct by a scientist such as deliberate falsification or misrepresentation of research results
   • negligence or carelessness in performing duties
   • provision of false or misleading information
   • waste of or extravagance with or other misuse of CSIRO resources
   • breaking appropriate confidentiality regarding the work of CSIRO or its clients
   • failure to avoid or disclose a conflict of interest.
      
2. Fraud involves the use of deceit to obtain a benefit or avoid an obligation such as falsifying records, providing misleading information, receiving early payments with authority, and the unauthorised use of equipment.  Complaints may be about suspected incidents of fraud against CSIRO and by CSIRO and its staff or involve the reporting of suspicious activity.
    
3. Public interest disclosure involves reporting, in the public interest, information that relates to a serious alleged breach of the policies and procedures of CSIRO and of matters which might have serious implications for the scientific, commercial and financial integrity of the Organisation and its operations.