USG accepts complaints concerning service quality, procedural conduct, personnel conduct and administrative decisions. General enquiries may first be addressed to the relevant department. Formal complaints and requests for review are received and coordinated centrally by USG Complaints.
When submitting a complaint, please identify the service or matter concerned, the main facts, supporting materials and the issue you wish to resolve. Please include any existing application or case reference. Complaint materials should be shared with relevant personnel according to the needs of the process and managed in accordance with applicable confidentiality and information protection requirements.
Once a complaint is registered, a responsible person should be designated to examine the relevant records and obtain any necessary explanations. The person complained about may provide facts and explanations, but should not lead the investigation into their own conduct or determine its outcome. The written response should explain the main findings, reasons and any applicable correction, remedy or follow-up measures.
If you consider that the response omits important facts, involves procedural problems or conflicts of interest, or provides insufficient reasons, you may request a review through the same email address. The review should be undertaken by an appropriate person who was not involved in the original decision and has no conflict of interest in the matter. Where a suitable internal reviewer cannot be appointed, an external professional review may be arranged, with its scope and arrangements explained to the applicant.
Complaints and reviews concern services, conduct and decisions within USG’s responsibilities. Where a matter concerns the terms of a mediated settlement, another organisation’s decision or a dispute procedure agreed in a contract, USG should explain the limits of its authority and the applicable next steps. Submitting a complaint or requesting a review should not be a reason for treating the complainant adversely.
Formal complaints and review contact
For reporting routes, acknowledgement, privacy complaints and incident handling, see the Complaints & Incident Response Policy.