The complaint process
You make a complaint
Once you submit a complaint you will receive an automated reply email with your reference number confirming receipt (unless you selected to not receive this).
We look into your complaint
We will consider your complaint.
You may be contacted by us for further information via your preferred contact method (if consent was provided).
You receive an outcome
We will let you know the outcome of your complaint via your preferred contact method.
We aim to resolve complaints within 10 business days. More complex complaints may take around 20 business days to resolve.
We will contact you if it will take longer than 20 days to resolve your complaint. We will let you know when we will provide you with a response.
Remember, you will not receive an outcome if you have not provided us with your contact details.
You can have your complaint reviewed by an external party
When we provide you with a response, we will provide advice on alternative courses of internal or external review.
If you are not happy with the outcome of your complaint, you can take your complaint to one of the organisations below.
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: 03 9613 6222 (metropolitan Melbourne), 1800 806 314 (regional Victoria)
Website: www.ombudsman.vic.gov.au
Social Services Regulator
The Social Services Regulator is an independent statutory authority that oversees social services in Victoria.
Email: enquiries@ssr.vic.gov.au
Website: www.vic.gov.au/social-services-regulator
The Commission for Children and Young People (CCYP)
The commission promotes improvement in policies and practices that affect the safety and wellbeing of Victorian children and young people.
Telephone: 1300 782 978
Website: www.ccyp.vic.gov.au
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)
Website: www.odsc.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 information privacy principles. See the Office of the Victorian Information Commissioner's information privacy principles short guide.
Telephone: 1300 006 842
Website: www.ovic.vic.gov.au
Victorian Equal Opportunity & Human Rights Commission (VEOHRC)
The VEOHRC works to protect human rights, promote fair treatment for all Victorians, advocate for a diverse and inclusive state.
Telephone: 1300 292 153
Website: www.humanrights.vic.gov.au
Contact us if you have not had a response
Please contact the department’s Feedback Service if you have not received an outcome within 28 days.
Telephone: 1300 884 706
Email: feedback@dffh.vic.gov.au
Submit a follow up enquiry using the eform at www.dffh.vic.gov.au/making-complaint