The ACT Ombudsman can investigate complaints about rates and land valuations in the ACT. This can include complaints about:
- not being given reasons for a substantial increase in rates
- the process for objecting to an increase in your land valuation
- an ACT revenue decision requiring you to pay land tax including penalty payments
- incorrect fees and charges.
What we cannot help you with
We will not investigate a complaint when:
- a more appropriate agency can assist
- the matter has been considered by a Minister or has been before a court or tribunal.
If we decide to not investigate your complaint, we will explain the reasons why.
See Who else can help for a detailed list of other complaint-handling agencies.
Before you make a complaint
Before making a complaint to the Ombudsman will ask you to try and resolve the issue with the ACT Revenue Office. Our investigations can take more time.
For advice on how to approach an agency, see our guide Resolving the issue yourself.
If the ACT Revenue Office doesn’t fix your problem, or is taking too long to fix it, you can contact us.
How to get help with making a complaint
If you need support to make a complaint please call us on 02 6276 3773. We will do our best to help you.
You can call us on our dedicated Indigenous number 1800 060 789, or you can use our Indigenous language interpreter service.
If you are a non-English speaking person, we can help through the Translating and Interpreter Service (TIS) on 131 450. You can visit our brochures page for information in many community languages.
If you are hearing, sight or speech impaired, please use the National Relay Service:
- the speak and listen number is 1300 555 727.
- for TTY call 133677
Phone calls to the ACT Ombudsman from the Alexander Maconochie Centre are free.
How to complain
You can make a complaint via our online complaint form or call us on 02 6276 3773.
When writing your complaint keep it simple and list the facts. Be as specific as possible about dates, names and other important details. Make sure you include:
- a description of your issue, incident or decision
- dates of events and contact with the ACT Revenue Office
- who was involved including witnesses
- details of telephone conversations or meetings
- reference numbers you received when dealing with the ACT Revenue Office
- evidence such as photographs or medical records
- steps you have already taken to sort out the problem
- what outcome you would like to see as a result of your complaint.
How we have helped
Spectacles subsidy scheme case study
Petra complained that when she tried to replace her glasses that had been stolen, she was told she was blocked from the ACT Spectacles Subsidy Scheme.
Following contact with the ACT Revenue Office we were able to advise Petra that she qualified for the Scheme, which provides $200.00 every two years for eligible ACT residents.