Once a complaint has been registered online a reference number will be provided for you to quote in any further correspondence.
Your complaint will be assigned directly to a nominated officer who will undertake an investigation into your complaint.
The nominated officer will examine your complaint and respond to you within 30 calendar days. Where it is not possible to meet this target, the officer will inform you of the reasons for the delay and the estimated time it may take to resolve your complaint. During the investigation period, the officer responsible for investigating your complaint may contact you for additional information to assist with their investigation and response.
If you are dissatisfied with our decision and how we responded to your complaint, you can request an internal review.
Alternatively, you can take your complaint directly to the Victorian Ombudsman. For more information visit the Victorian Ombudsman website or call 03 9613 6222.
For more information about our complaint process read our complaints policy.