Ever felt like you’re going in circles when trying to lodge a complaint? You call one department, only to be transferred to another, and before you know it, you’ve spent hours on hold—only to be told you’re in the wrong place. Whether it’s a faulty product, a frustrating experience with a company, or something more serious, knowing how to make a formal complaint should be simple. But too often, it’s a confusing and time-consuming process.
That’s where Hear Me Out comes in. Instead of struggling to figure out where to go, we help you find the right complaints body, understand your rights, and guide you step by step through the process—saving you time and frustration.
Let’s take a closer look at how Hear Me Out makes lodging complaints easier than ever.
What is Hear Me Out?
Hear Me Out is a free online tool designed to help you find the right place to make a complaint and get the support you need. No matter the subject or complexity of your complaint, our platform points you to the appropriate authority, saving you time and frustration—or to relevant organisations that can provide support.
Making a complaint isn’t always as simple as people expect. There isn't always a straightforward place to go. Instead, there are loads of different complaint bodies, all with their own jurisdictions and processes.
You might assume something like a dodgy ad or a workplace issue would be easy to report. But you can quickly find yourself stuck, not knowing whether to go to the Fair Work Commission, the Ombudsman, the ACCC, or someone else entirely. It’s confusing, and for most people, that confusion is enough to make them give up.
That’s why we built Hear Me Out. It doesn’t give legal advice, but it does help you work out where your complaint fits and who’s responsible for it. It asks you a few clear questions, then points you in the right direction — no jargon, no dead ends.
How Hear Me Out Works:
- Identifies the right complaints body – Match the issue to the appropriate authority from our list of complaint organisations.
- Provides step-by-step guidance – We help you understand the complaints process so you know what to expect.
- Makes the process simpler – No more scrolling through confusing information to figure out where to go.
- Provides support - Through a database of advocacy and community organisations, you’ll have a network of support.
It’s important to note that Hear Me Out doesn’t resolve complaints directly or provide legal advice. Instead, we provide information and guidance you need to take your next steps confidently.
Why Does Hear Me Out Exist?
If you’ve ever tried to lodge a complaint, you know how frustrating the process can be. Many people give up because they don’t know where to go or get stuck in endless customer service loops. Others feel overwhelmed by bureaucratic red tape and complex complaint procedures.
That’s exactly why Hear Me Out was created. To remove the guesswork and make it easier for people to navigate the complaints system.
Here are some of the biggest challenges people face when trying to make a formal complaint:
Not Knowing Where to Start
Many people don’t realise there’s a specific complaints body for their issue. For example:
- Aged care concerns? The Aged Care Quality and Safety Commission handles those.
- Problems with a telecommunications provider? The Telecommunications Industry Ombudsman investigates such complaints.
- Wage theft or unfair dismissal? The Fair Work Ombudsman or Fair Work Commission may be the right place to go.
Without clear guidance, it’s easy to end up contacting the wrong department or getting stuck in a loop. The process can be confusing and disheartening, especially when you're already dealing with a tough situation.
Getting Stuck in a Loop
Customer service teams often pass complaints from one department to another, with no clear resolution. If you’ve ever been told, “That’s not our responsibility,” or redirected multiple times, you’re not alone. Hear Me Out helps ease the process by pointing you to the appropriate place.
Confusing and Overwhelming Processes
Government and legal complaint systems are often difficult to navigate. Forms can be complicated, deadlines strict, and the requirements unclear.
With Hear Me Out, you don’t have to figure it all out on your own. Our tool simplifies the process by helping you find a pathway to justice, understand your rights, and access support.
How It Works
Navigating the complaints process doesn’t have to be complicated. Hear Me Out simplifies the process into three easy steps:
Step 1: Enter Your Complaint Details
Tell us what happened—a problem with Centrelink, being discriminated against, or being treated unfairly by police. Just explain the situation in your own words.
Step 2: Get Matched to the Right Complaints Body
Once you’ve told Hear Me Out what happened, the AI interprets your issue. Not just the keywords, but the context, and works out who’s best placed to handle it.
It takes into account the kind of problem you’re facing, who it involves, and where you are, then matches your complaint to the most appropriate body or authority. Instead of you needing to know which agency does what, Hear Me Out does that thinking for you, saving you time, stress, and the risk of being bounced around
Step 3: Follow Step-by-Step Guidance
Once you’re connected to the right complaints body, Hear Me Out provides clear instructions on how to lodge your complaint properly. You’ll know what details to include, what supporting documents you may need, and what to expect next—so you can take action with confidence.
Who Can Benefit from Hear Me Out?
Hear Me Out is designed for people who feel overwhelmed or excluded by complicated complaints processes. Whether you have already tried to navigate the system and given up, or are unsure where to begin, Hear Me Out can assist. This includes issues like:
People Experiencing Discrimination or Mistreatment
Have you been treated unfairly because of your race, disability, gender identity, or another part of who you are? Hear Me Out helps you find the right organisation to hear your story — whether it’s about racism in a service, a school that didn’t provide support, or discrimination at work.
Consumers Dealing with Faulty Products or Poor Service
Have you purchased a faulty product, been misled by a business, or experienced terrible customer service? Hear Me Out can direct you to the right consumer protection body, so you know where to take your complaint.
Employees Facing Workplace Issues
From unfair treatment and wage disputes to workplace harassment, employees often don’t know where to turn. We help workers find the correct authority to handle employment-related complaints.
Renters & Homeowners with Housing Disputes
Housing issues can be stressful—whether it’s a landlord refusing to make repairs, disputes over lease agreements, or cases of housing discrimination. Hear Me Out ensures you take your concerns to the right place.
First Nations Communities, Migrants, and Refugees
Navigating complaint systems can be especially hard for people who’ve been historically excluded. Whether you’re raising concerns about police, health care, education, or public services, Hear Me Out guides you to the right place — clearly and without legal jargon.
People with Disabilities or Mental Health Challenges
If you’ve been denied support, experienced abuse, or felt disrespected by a service provider, you deserve to be heard. Hear Me Out connects you with the complaint body that can help — whether it’s about the NDIS, a health service, or your local council.
Young People and Older Australians
If you or someone you care for has been mistreated in school, aged care, or by a service provider — Hear Me Out helps you know your rights and where to raise your concerns.
People Struggling with Complex Systems
From issues with government services, fines, or housing support, to challenges with complaints already made and ignored — Hear Me Out helps people find the next step. No stress, no legal speak — just a clear way forward.
Take the First Step Towards Resolving Your Complaint
Have a complaint but don’t know where to go? Try Hear Me Out today and let us point you in the right direction.
[Hear Me Out is a project brought to you by the National Justice Project.]
Want to help others navigate the complaints process more easily? Share this post with friends, family, or colleagues who might need guidance on how to make a formal complaint. The more people know about Hear Me Out, the fewer complaints go unheard!