Customer feedback and complaints

The VEC welcomes customer feedback as it gives us an opportunity to improve our services. We consider general feedback, complaints and compliments to be our main types of customer feedback. 

Make a complaint

We consider something a complaint if a person or organisation tells us they are unhappy with a VEC product or service and they want us to respond.

You can make a complaint if you:

  • are dissatisfied with one of our services, processes or programs
  • 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.

You can make a complaint by completing our online form:

Make a complaint

Give us a compliment or feedback

We consider feedback to be:

  • a suggestion of something we can improve
  • a compliment, telling us what we are doing well or should continue doing. 

You can provide feedback by completing an online form:

Provide feedback

Other ways to make a complaint or give feedback

You can also:

Icon representing an emailemail your complaint 

 

icon representing a letter in a mailboxpost your complaint or submit it in person at:
Victorian Electoral Commission
Level 11, 530 Collins Street, Melbourne VIC 3000.

Can’t do it in writing?

If you need help to make a complaint you can:

National Relay Service logocontact us through the National Relay Service and ask for 03 8620 1100

 

National Interpreter Symbolcontact us through an interpreter



You can also read our Easy English guides or ask us for other types of assistance by contacting us

How we handle complaints

We will review your complaint in line with our formal complaints policy. We will treat your information respectfully and in confidence. 

Step 1 – acknowledgement  We respond to you letting you know we have received your complaint and give you a case number.
Step 2 –assignment  Our Complaints Officer assigns your complaint to an expert at the VEC to investigate. Some complaints fall outside the VEC's responsibilities and we may refer your complaint to another agency. 
Step 3 –investigation  The VEC expert investigates your complaint. 
Step 4 – response The Complaints Officer and expert respond to your complaint.

How long it takes us to respond

We respond to most complaints within five working days. It may take us longer to investigate some complaints.

Withdrawing a complaint

You can withdraw your complaint at any time, but we may continue to investigate it.

If you are unhappy with our response

You have the right to ask for a reassesment of our response to your complaint.

Step 1: case reassessment

To request an case reassessement, reply to the VEC staff member who responded to your complaint. Make sure you tell us what outcome you would like.

We aim to respond within 10 working days. We will contact you if we expect to take longer. 

Step 2: referred assessment

If you are unhappy with our case reassessment, you can contact: