From 1 February 2021, functions previously performed by the Department of Health and Human Services are performed by two separate departments: the Department of Health (DH) and the Department of Families, Fairness and Housing (DFFH). This page sets out the complaint process for both departments.

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:

  • Phone Australian Government Department of Human Services on 1800 132 468, or see their 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

Department of Families, Fairness and Housing

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 Feedback@dhhs.vic.gov.au
  • Mail: Complaints, GPO Box 4057, Melbourne, Victoria 3000.

Other contacts

Make a report about a child that is at risk

Report a housing maintenance issue

  • Contact the Housing Call Centre on 131172.
Department of Health (including COVID-19)

Take the following steps to get your complaint resolved:

Step 1. Discuss your complaint with a staff member from the health service provider to see if it can be resolved. 

Step 2. If they are unable to resolve your complaint at Step 1, you can choose to make a formal complaint to the department via our online form or mail:  

  • Submit your complaint online using the Make a complaint eform 
  • Mail: Health Feedback, GPO Box 4057, Melbourne, Victoria 3000. 

Your privacy

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 will use the information you provide us to investigate and resolve your complaint, and in accordance with our Privacy Policy. The investigation of your complaint may involve sharing your personal or health information with other relevant areas within the department to achieve a resolution. If a third party was involved, we may also need to discuss your complaint with them.

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. 

Need assistance?

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.

Other organisations you can contact

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) TTY service for people with hearing or speech difficulties: 1300 726 563. Web: www.odsc.vic.gov.au

Health Complaints Commissioner

The Health Complaints Commissioner receives and resolves complaints about healthcare and the handling of health information ;in Victoria.

Telephone: 1300 582 113 TTY service for people with hearing or speech difficulties: www.relayservice.gov.au Web: www.hcc.vic.gov.au

Mental Health Complaints Commissioner

The Mental Health Complaints Commissioner can assist you if your complaint is about a public mental health service in Victoria.

Telephone: 1800 246 054 Web: www.mhcc.vic.gov.au

Victorian Ombudsman

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 

Children and young people in out-of-home care

If you are 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.

Guide to making a complaint in English, easy English and community languages