We welcome feedback, it gives us 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 requires an investigation and response.
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:
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.
You can provide feedback by completing 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
- 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 - acknowledgement||We respond to you letting you know we have received your complaint and give you a case number.|
|Step 2 - assignment||Your complaint is assigned to one of our staff to investigate. Some complaints fall outside our responsibilities and we may refer you to another agency.|
|Step 3 - investigation||We investigate your complaint.|
|Step 4 - response||We respond to your complaint.|
How long it takes us to respond
We respond to most complaints within five working days. Occasionally, it may take us 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 Civil and Administrative Tribunal - responsible for administrative reviews of some of our decisions, including disputes against the validity of a local government election
- 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.