Note: We do not manage complaints about Medicare, Centrelink, Child Support or the National Disability Insurance Scheme (NDIS), so please contact them directly to make a complaint as follows:
- visit Service Australia Services' Complaints and feedback page
- phone the National Disability Insurance Scheme on 1800 800 110 or submit an online feedback form on the NDIS complaints page.
What can you make a complaint about?
You can make a complaint about any service provided by the department or one of its funded service providers. We want our services to work for people who need and use them. We can always do better and we listen to people using our services, their advocates and representatives.
We want to know if:
- You feel a service is unsatisfactory
- You did not receive enough information or choice
- You were denied respect, dignity or privacy.
When handling your complaint we will:
- Provide information that is helpful, accurate, and easy to understand
- Be courteous and considerate in our communication
- Promptly refer requests to the appropriate person
- Respond to your matter within a reasonable time
- Keep you informed of progress or delays.
How to make a complaint
Take the following steps to get your complaint resolved:
Step 1. Discuss your complaint with a staff member, housing officer, your case worker or from the place where you are receiving the service.
Step 2. If you have tried to resolve your concerns but you are still dissatisfied with the outcome, you can discuss your complaint with a senior manager at the local office.
Step 3. If we cannot resolve your complaint at Step 1 or Step 2, you can choose one of the following ways to make a formal complaint to the department:
- Submit your complaint online using the Make a complaint eform
- Telephone the department’s Feedback Service on 1300 884 706
- Email the department’s Feedback Service via firstname.lastname@example.org
- Mail: Complaints, GPO Box 4057, Melbourne, Victoria 3000.
There are a couple of ways to make an anonymous complaint.
You can make a complaint without disclosing who you are.
You can provide your name and contact details but ask to have your complaint to be marked anonymous. We will not pass your information on to anyone if you do this.
If you make an anonymous complaint, we will not be able to:
- contact you if we need more information
- let you know the outcome of your complaint.
Please let us know if disclosing your name or having us pass on your information worries you.
Make a report about a child that is at risk
- See our Child Protection contacts page on our Services website.
Report a housing maintenance issue
- Contact the Housing Call Centre on 13 11 72.
We recognise that your personal and health information should only be used, or disclosed for the purpose for which we collect it, or for a related purpose that you would reasonably expect, or as otherwise permitted or required by law.
We may seek further information from you in relation to your complaint. If you do not provide us with information regarding your complaint, this may limit our ability to assist you.
You may seek access to information we collect about you. For further details, see our Making a Freedom of Information request page.
The department can arrange an interpreter to help with language services. You may ask someone else to lodge a complaint on your behalf. However, they must have your permission to do this.
Lodging a complaint and seeking a resolution can sometimes involve sensitive issues. The department can provide assistance and support throughout the process of making a complaint.
You may also wish to take your complaint to one of the following organisations:
Disability Services Commissioner
The Disability Services Commissioner works with people with a disability, and disability services to resolve complaints.
Telephone: 1800 677 342 (free call). Web: www.odsc.vic.gov.au
The Ombudsman has the power to investigate complaints about State and local government authorities. The Ombudsman investigates complaints made about decisions, actions or inaction by these bodies.
Telephone: 9613 6222. Regional: 1800 806 314 Web: www.ombudsman.vic.gov.au
Office of the Victorian Information Commissioner
The Office of the Victorian Information Commissioner will investigate complaints about a Victorian Government agency or local council’s failure to comply with one or more of the Information Privacy Principles.
Telephone: 1300 006 842 Web: www.ovic.vic.gov.au
- How to make a complaint - plain English (Word)
- How to make a complaint - easy English (accessible) (Word)
- How to make a complaint - easy English (PDF)
- How to make a complaint - Arabic - accessible (Word)
- How to make a complaint - Arabic (PDF)
- How to make a complaint - Dinka - accessible (Word)
- How to make a complaint - Dinka (PDF)
- How to make a complaint - Greek - accessible (Word)
- How to make a complaint - Greek (PDF)
- How to make a complaint - Karen - accessible (Word)
- How to make a complaint - Karen (PDF)
- How to make a complaint - Simplified Chinese - accessible (Word)
- How to make a complaint - Simplified Chinese (PDF)
- How to make a complaint - Traditional Chinese - accessible (Word)
- How to make a complaint - Traditional Chinese (PDF)
- How to make a complaint - Turkish - accessible (Word)
- How to make a complaint - Turkish (PDF)
- How to make a complaint - Vietnamese - accessible (Word)
- How to make a complaint - Vietnamese (PDF)
Children and young people in out-of-home care
If you're a child or young person living in out-of-home care and you want to make a complaint, see Making a complaint for children and young people in out-of-home care.