Feedback and complaints
We welcome feedback, its an opportunity to improve our services.
Make a complaint
We consider a complaint to be:
- a person or organisation telling us they are unhappy with a product or service
- something that needs a response and may need an investigation.
You can make a complaint if you:
- are dissatisfied with our processes, performance, policies or services
- believe we have not met our quality of service standards
- believe there has been a breach of the Electoral Act 2002 by a candidate, party, organisation or individual.
To make a complaint, complete our online form.
Give us feedback
We consider feedback to be:
- a suggestion on something we can improve
- a compliment, telling us what we are doing well or should continue doing.
To give us feedback, complete our online form:
Other ways to give feedback
Feedback and complaints can be made verbally or in writing. You can:
- email your feedback to email@example.com
- post your feedback to us (Level 11, 530 Collins Street, Melbourne VIC 3000)
- submit your feedback in person at the address above
- contact us through the National Relay Service and ask for 03 8620 1100
- contact us through an interpreter
- read our Easy English guides (at the bottom of this page)
- ask us for other types of assistance by contacting us.
How we handle complaints
We will review your complaint in line with our complaints policy. We will treat your information respectfully and in confidence.
|Step 1 - acknowledge||We'll respond to you to let you know we have received your complaint and give you a case number.|
|Step 2 - assign||Your complaint is assigned to one of our staff to assess. Some complaints fall outside our responsibilities and we may refer you to another agency.|
|Step 3 - investigate||We investigate your complaint.|
|Step 4 - respond||We respond to your complaint.|
When will I get a response?
We respond to most complaints within 5 working days. We will let you know if we think it's going to take longer.
Withdrawing a complaint
You can withdraw a complaint at any time, but we may continue to investigate it.
If you are unhappy with our response
You can request a reassessment of your complaint. This is an opportunity to tell us the outcome you would like. We will aim to respond within 10 working days. If we think it's going to take longer, we will let you know.
After the reassessment, if you are still unhappy with our response, you can contact:
- the Victorian Equal Opportunity and Human Rights Commission - responsible for human rights and equal opportunity for Victorians
- the Office of the Victorian Information Commissioner - responsible for how the public sector collects, uses and shares information.