Making a complaint about a corporation

If you’re dissatisfied with a corporation’s service, conduct or performance, you might make a complaint to the corporation about it. Make sure your concerns are clear and the corporation has a chance to respond.

Be clear on the issue

Before making a complaint, clearly describe the problem and the outcome you’re seeking.

  • Check the corporation’s rule book: Has a rule been broken?
  • Know what outcome you want: What action do you believe the corporation should take? Do you have rights to ask for this outcome?
  • Identify the right way to make a complaint: Does the corporation have a policy and procedure for handling complaints?
  • Prepare yourself mentally: Forget blame. Focus on finding a solution, even if it’s a compromise. Remain polite and respectful, or you may not get the outcome you want.

Approach the corporation  

You might go to the directors or CEO in person or call them to discuss a problem that’s:

  • a minor matter
  • possibly a misunderstanding.

If it’s more serious, you may want to communicate in writing from the start. More serious matters include:

  • the corporation not following its own rules or the CATSI Act
  • directors acting dishonestly or improperly managing the corporation
  • the corporation running up debts it cannot pay
  • illegal activities or activities that seem to favour particular members
  • improper notices for meetings – like being posted too late.

When you raise your concern, be polite and focus on the outcome you want. Sounding angry or annoyed won’t help.  

A good place to start is by referring to the corporation’s objectives and your commitment to them. When you talk or write to the corporation:

  • clearly state the problem you have seen and why it’s important to you that the issue is addressed
  • explain the action you want the corporation to take (and check that it can be done)
  • ask for a response within a reasonable time, for example, 2 weeks.

Keep a record of your complaint. If you have spoken to someone, write down:

  • what happened
  • who you spoke to
  • the date of the conversation.  

Keep copies of any letters or emails you send or receive.

Consider the response

Think carefully about the corporation’s response and whether it deals with your concerns.  

If you’re unhappy with the decision or the process, let the corporation know why.  

Taking it further

If you've raised your concern with the corporation and it gave you a poor or no response you might consider taking it further. 

Members with shared concerns about governance

If there are members with similar concerns about your corporation's governance or performance, such as:

  • corporation performance or financial performance
  • board performance
  • individual director performance
  • corporation rules that are not working or not suitable for the corporation
  • failing to hold an annual general meeting

you might join together to propose a resolution for a general meeting or request the directors call a general meeting to address the concerns.

Disagreement about a concern

If the corporation disagrees with a concern you have raised, you may be in dispute with each other about it. You can take the matter further by following the corporation’s process for resolving disputes set out in its rule book.

Concerns about fraud

If your concern is about suspected fraud, we encourage you to contact your local state or territory police on 131 444 or by their website:

You can also report fraud involving corporations to ORIC.

Concerns about governance problems or following processes

If your concern is about governance problems, failing to follow the CATSI Act or the corporation's rule book you could report a concern to ORIC. 

Concerns about operational matters

If your concern is about:

Read more about making complaints in the our policy statements.

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