Complaint management process
complaint handling process contributes to responsive service delivery and leads
to better outcomes for our clients.
Our staff are
required to demonstrate the public sector values in the way they approach their
work demonstrating responsiveness, integrity, impartiality, accountability,
respect, leadership and a commitment to human rights.
We encourage anyone
who is not satisfied with a decision, action or service provided by the
department to raise their matter with the relevant area of the department
making the decision before lodging a general complaint. This may
facilitate a faster resolution.
What is a complaint?
A complaint is an
expression of dissatisfaction with a specific DELWP decision, service or the
actions of a staff member where a different outcome is sought, but does not
include complaints about department or government policies.
Types of complaints
Complaints may be
- General complaints about the actions or inaction of the department or its staff, or the way staff have interacted with you.
- The way a uniformed DELWP Authorised Officer, such as a Wildlife Officer, or Forest Officer has interacted with you.
- Breaches of Information Privacy.
- Correcting information about you held by DELWP.
- Serious Improper Conduct under the Protected Disclosure Act 2012.
How to make a complaint
If your complaint
falls into one of the categories above, click on the link, either complete the
form and forward to DELWP Complaints, Legal Services Division, PO Box
500, East Melbourne 8002, or follow the contact directions
The following will not be treated as a complaint under this process:
- A request for a service
- A request for information
- A request for a review or appeal under legislation (where a formal review process already exists it must be followed)
If you have a
general complaint about the way a DELWP employee provided a service or concern
about the actions or inaction of the department or its staff you can
contact our Customer Service Centre on phone 136 186 TTY 1800 122
969 or email: firstname.lastname@example.org.
Authorised Officer Complaints
Officers wear uniforms and are authorised under specific legislation to write
infringement notices that carry penalties for not complying with the law. Examples are: Wildlife Officers, and Forest
Officers. If you have a complaint about the way a DELWP Authorised Officer
interacted with you, you can lodge a complaint by completing the form below and
returning to DELWP Complaints Legal Services Division, PO Box 500, East
complaint form [PDF File - 167.0 KB]
Officer complaint form (Accessible version) [MS Word Document - 156.3 KB]
If you believe
DELWP or a service provider of DELWP has breached your information privacy by
not complying with the Information Privacy Principles of the Privacy
and Data Protection Act 2014; you can lodge a complaint by completing
a privacy complaint form and returning to DELWP Complaints Legal Services
Division, PO Box 500, East Melbourne 8002.
complaint forms [PDF File - 168.2 KB]
complaint forms (Accessible version) [MS Word Document - 155.6 KB]
Correcting Information About You
In accordance with
section 39 of the Freedom of Information Act 1982, if DELWP holds a
document containing information relating to your personal
affairs that you believe to be inaccurate, incomplete, out of date, or where it
would give a misleading impression, you are entitled to request the correction
or amendment of that information.
about Freedom of Information requests, telephone (03) 9637 8186 or email
Serious Improper Conduct
If you believe you have evidence of serious improper conduct or
corruption by an employee of DELWP and you wish to make a Protected Disclosure
under the Protected Disclosures Act 2012, refer to the Protected Disclosure
information on this website.
You may also contact the Independent Broad-based Anti-corruption Commission (IBAC)
directly to make a disclosure.
A Protected Discloser under the Protected Disclosures Act
2012 receives protection from reprisal, the assurance of
confidentiality and appropriate assistance in making the disclosure.
Procurement Complaints Management Framework
If you wish to lodge a complaint regarding an aspect of the
DELWP procurement process, you must write to the Chief Procurement Officer
(CPO) at 8 Nicholson St, East Melbourne, Vic. 3002; or alternatively you can
email the CPO at email@example.com.
DELWP have developed a Procurement Complaints Management
Framework to provide suppliers surety that there is a mechanism in place to
raise any concerns they may have in relation to DELWP procurement processes.
Complaints will be managed in a consistent, fair and
transparent manner in accordance with the process outlined in the framework.
Management Framework [PDF File - 245.9 KB]
Management Framework [MS Word Document - 103.1 KB]