You can contact us for independent advice and referral at any time.
If you want the PTO to investigate your complaint, you need to raise it with the operator first. If you're dissatisfied with the operator's response or if you don't receive a response within a reasonable timeframe, you can contact us for an investigation.
While contacting the operator first is vital, your complaint must also be about an issue that the the PTO has the power to investigate. If you're not sure whether we can investigate your complaint (or part of your complaint), contact us and we'll assess it. If we can't deal with it, we'll refer you to someone who can. For more information see "What we can do" and "What we can't do".
If you'd like to nominate someone to act on your behalf with our office, please let us know and complete our Authority to Act form. This form allows us to disclose information about your complaint to your authorised representative. An authorised representative can include a family member, friend, carer or support person, or advocate.
Click here to download a pdf file of our Authority to Act form.
Once we have received your signed Authority to Act, we'll deal directly with your representative. You can revoke the authority at any time and begin dealing with our office directly. If you have difficulty providing written authority, please let us know.
Please note, if you have a legal practitioner acting on your behalf, they may invoice you for their services. Our service is free for consumers and authorised representatives to use. You can choose to deal directly with us at any time.
