Feedback and complaints help to evaluate our products and services so we can make changes and improvements in the future. We handle complaints and feedback according to our policy.
If this page is hard to understand, please read our Easy English guides.
How we handle feedback and complaints
What we ask
Please be polite when you contact us. Give information that is correct and complete, including any helpful evidence. Do not act in a way that is unacceptable.
Unacceptable behaviour means acting unreasonably, even if you feel stressed, upset, or angry. This includes actions, words, or gestures that make someone feel uncomfortable or distressed, such as:
- aggressive or abusive language, spoken or written, that makes our staff feel scared or threatened
- threats to harm yourself, our staff, or anyone else
- unreasonable demands, or repeatedly contacting us about an issue we have already dealt with or cannot help with.
Our staff do not have to put up with unacceptable behaviour. If this happens, we may stop communicating with you.
Information we need
Please include the following information when you send us your complaint or feedback. This helps us understand your issue and respond properly.
- Your full name, or the name of the group or organisation making the complaint, unless you want to stay anonymous.
- Your contact details, such as an email address, postal address, or phone number, unless you want to stay anonymous.
- Clear details of your complaint or feedback. Include dates, places, and what happened.
- What you want to happen as a result, or how you would like the issue resolved.
- Any evidence or supporting documents that may help, such as photos, letters, notices, or anything else you think is important.
You can make a complaint or give feedback without giving your name. However, if you do not provide contact details, we will not be able to reply to you.
What happens when you make a complaint
Our complaint process follows 3 steps:
Step 1: Acknowledgement
We will send you an automatic acknowledgement on receipt of your complaint. If you make a submission through our webforms or email, you wil also get a case number to refer to.
Step 2: Assessment
A member of our staff will assess your complaint. We may contact you if we need further information.
Step 3: Response
We aim to respond to complaints within 5 working days. We will let you know if it may take longer.
As well as responding to your complaint, we may
- refer your complaint to another VEC team for assessment and, if appropriate, action
- refer your complaint to another agency
- share your complaint with another VEC team for review, to help improve our work or for planning.
Requesting a review
You can ask for a review if you are not happy with how we handled your complaint.
You must ask for a review within 60 days of getting our response. If we agree to the review, a senior leader at the VEC will look at your complaint again and send you a letter. The letter will explain whether we followed our rules and processes.
For more details about reviews, see our feedback and complaints policy.
Other ways to contact us
There are other ways to submit your feedback or complaint. You can:
Give us feedback
We use feedback for our ongoing review and planning process.
When you have ideas on how we can do things better, or want to tell us about something we're doing well, we consider it feedback.
Give us feedback
Make a complaint
If you are unhappy with a policy, product, or service after dealing with us, we treat this as a complaint.
A complaint may be about:
If your complaint is not something we can handle, we may suggest another agency that can help. In some cases, we may send your complaint to that agency for you.
Make a complaint
Our customer service charter
