You’ve received a formal complaint against you. what else might you find in the complaint envelope?

We can help people who have been unfairly treated by custodial services in NSW, including:

  • people in custody
  • offenders supervised in the community
  • family and friends visiting someone in custody.

We will explain what we can do to help and who else you can talk to about your complaint.

People in custody

If your complaint is about assault or excessive use of force by staff, make a complaint to us directly see below Contact us from a correctional centre.

For all other complaints, there are people you can talk to first before making a complaint to us.

Talk to staff at the centre

Try talking to the wing, unit or functional manager about your complaint first. Most complaints can be handled this way.

If that doesn't fix the problem, you can make a complaint using an inmate application form. You can ask staff how to do this or you can contact us for advice.

Talk to the Nurse Unit Manager (NUM)

Most health care problems can be fixed by talking to the NUM.

You can also call the Justice Health Patient Inquiry Line to ask about health services or medical treatments. Dial: MIN, PIN, #2, #5.

If that doesn't fix the problem, you can send a complaint to:

CEO of Justice Health
PO Box 150 Matraville NSW 2036

If you're at Junee, Parklea or Clarence, you should make your complaint to the governor or general manager.

Talk to an Official Visitor

Official Visitors regularly visit each centre. They're there to help you manage and resolve problems. They can also help you make a complaint to us.

  • in-person during a visit
  • in writing at PO Box 85 Marrickville NSW 1475.

You can contact us if the problem is not resolved or if you need advice.

Call the Corrective Services Support Line

The Corrective Services Support Line (CSSL) is run by Corrective Services NSW to try and quickly resolve complaints. The CSSL is on the freecall list on all phones at all centres. Dial MIN, PIN, #2, #1.

Talk to us when we visit

We visit correctional centres so you can make complaints to our staff in private. We will try to fix the problem before we leave the centre. If we can't, we'll continue to work on the problem back in the office.

During our visits we also speak with senior managers, observe conditions and amenities and check paperwork.

We handle many complaints and concerns informally through contact with senior staff at the centre.

Offenders supervised in the community

Before making a complaint to us, people who are managed by Community Offender Services should talk to their local or district office about a complaint.

If that doesn't fix the problem, you can write to:

The Commissioner, Corrective Services
GPO Box 31 Sydney NSW 2001

If the problem is still not resolved, you can make a complaint to us online.

Families and visitors

Families and friends may complain if they feel badly treated by staff when visiting a centre. Before making a complaint to us, talk to a senior officer at the centre to try to resolve the problem.

If you've been banned or restricted from visiting someone in custody, you should receive a letter explaining the decision and what you can do to have it reviewed.

If the problem is still not resolved, you can write to:

The Commissioner, Corrective Services
GPO Box 31 Sydney NSW 2001

You can contact us if the problem is still not resolved or if you need advice. If we think you should make a formal complaint, we will help you.

Making a complaint on behalf of someone in custody

If you're concerned about someone in custody, talk to them about the problem before you contact us.

Sometimes people in custody don't want to act on issues that involve others. We usually need written or verbal permission from a person in custody to investigate a complaint.

Contact us from a correctional centre

If you can't resolve the problem through the options outlined above, you can make a complaint to us.

We will review all the information you give us to decide what action to take. Read more about what we do with your complaint.

You can also ask us for advice if you don't know what to do.

By phone

Call us from the phones in your centre.

Dial: PIN, MIN, #2, #8.

There is usually a list next to the phone explaining how to call us. Unit staff can also help.

By mail

Send your complaint to:

NSW Ombudsman
Level 24, 580 George Street, Sydney 2000

Your letter can be in any language.

Put your letter in a sealed envelope. Corrective Services will pay for the postage.

All letters to and from us are confidential and can't be opened by centre staff. When you get a letter from us, you will be asked to sign a cover sheet to say you received it unopened. This is placed on your file as a receipt.

We will let you know we've received your letter within a few days of it arriving at our office, but it may take a bit longer to assess your complaint. You can always call us to find out what's happening with your complaint.

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