Complaints Handling Procedure

Purpose. This procedure describes how complaints from members of the public, applicants and providers about the department's services and decisions are received, acknowledged, assessed, resolved and recorded in line with the Victorian Ombudsman's good practice guide.

1.What is a complaint

A complaint is an expression of dissatisfaction with a service, a decision, a delay or the conduct of a staff member, where a response is expected. Complaints about funded providers are handled under the compliance procedures. Requests for information and feedback that do not need a response are recorded as enquiries.

2.Receiving and registering

Complaints can be made in person, by phone, in writing or through the portal. The receiving officer must record the complaint in the correspondence tracker on the day, with the complainant's details, the issue, the outcome sought and any accessibility or interpreter needs. Anonymous complaints must be recorded and assessed in the same way.

3.Acknowledgement and assessment

The complaint must be acknowledged within three business days with the reference number and the name of the officer handling it. The officer must assess whether the complaint can be resolved at first contact, needs investigation by the responsible branch, involves a possible conflict of interest for the officer, or raises fraud, privacy or safety issues that must be referred.

• Resolve at first contact where the facts are clear and the remedy is available
• Refer to the responsible branch manager for investigation where a decision or conduct is questioned
• Refer immediately to the fraud control officer, privacy officer or director where required
• Escalate to the Manager where the complainant is at risk or the matter is urgent

4.Investigation and resolution

The responsible branch must consider the complaint on the facts, contact the complainant if more information is needed, and provide a written response within twenty business days that explains what was found, what will be done and how to seek further review. Where the department was wrong it must apologise and correct the error.

5.Managing unreasonable conduct

Staff must remain courteous and must not tolerate abuse or threats. Where a complainant's conduct becomes unreasonable, the officer must end the interaction politely, record it and refer the matter to the Manager, who can set conditions on contact under the unreasonable conduct guideline.

6.External review and reporting

Responses must tell the complainant they can ask the Victorian Ombudsman to review the matter. Complaint numbers, themes and timeliness are reported to the executive each quarter and used to improve services.