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How to make a complaint

This page provides you with advice on how to make a complaint regarding a department service.

Below are the steps that can be taken to get your complaint resolved:

Step 1.

Discuss complaint with the staff member involved.

Step 2.

Contact the Quality Assurance/Community Liaison Officer or your case worker.

Step 3.

If your complaint cannot be resolved at steps 1 or 2, you can contact CIIRu who will contact the program area involved. CIIRu will advise the program area that the complaint is being investigated.

External Complaint Agencies

You can contact the following agencies to get advice. They will either take on the complaint or refer you back to the program area.

• Privacy commissioner (external site)
• Ombudsman Victoria (external site)
• Health Services Commissioner (external link)
• Disability Services commissioner (external site)

NOTE:

During each step please take note of all of the staff you contact. Take note of the following important information:

• name
• title
• contact number, and
• date you spoke with them.

Please use the complaint guide to assist with your enquiry. This guide is not to be sent off to the department, it is a sample only.

Link to complaint guide [PDF, 108kb]

*You can submit your complaint/ enquiry by either writing, email or phone.