Note: We do not look after Medicare, Centrelink or Child Support, 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.
What can you make a complaint about?
You can make a complaint about any experience with the department. 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 requests 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 or your case worker at your local office.
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 Network on 1300 884 706
- Email one of the following options (If you do not know, please choose the closest option to you and we will make sure your email is directed to the correct part of the department):
- North Feedback – including offices at Broadmeadows, Collingwood, Fitzroy, Preston, Richmond, Bendigo, Echuca, Swan Hill and Mildura
- East Quality Complaints – including offices at Box Hill, Benalla, Seymour, Shepparton, Wangaratta and Wodonga
- South Feedback – including offices at Cheltenham, Dandenong, Frankston, Warragul, Morwell and Bairnsdale
- West Feedback – including offices at Footscray, Sunshine, Ballarat, Geelong, Horsham and Warrnambool
- Mail: Complaints, GPO Box 4057, Melbourne, Victoria 3000.
Make a child at risk report
- See our Child Protection contacts page on our Services website.
Report a housing maintenance issue
- Contact the Housing Call Centre on 131172.
Contact the National Disability Insurance Scheme
- Phone: 1800 800 110.
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.
The investigation of your complaint may involve sharing your personal or health information with other relevant areas within the department, to achieve a resolution.
The department also collects and uses a range of personal and health information for delivering, planning, funding, monitoring, evaluating and improving its services and functions, and for meeting statutory requirements.
The department removes identifying details from your personal and health information, unless it is necessary for the purpose of the collection.
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) 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.
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
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: http://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.