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.
The following is a fictitious person and situation used as an example to describe the department's handling of complaints.
Fatima is a public housing renter. She has been waiting for the completion of maintenance works. A contractor came to her house and inspected the property two weeks ago. He said that he would prepare a report, and she would hear back from the department within a week, however she has not heard back.
Fatima contacted her local Housing Service Officer a week ago; however, the maintenance works have not been completed, and she does not know when they will start.
Fatima saw a sign at her local office that she could make a complaint to the department by phone, email or online e-form. She decided to complete the online e-form with the help of a friend as English is her second language. The e-form was simple and easy to complete. She indicated in the form that her preferred method of contact from the department was by phone with the help of an interpreter.
Fatima chose to receive an email receipt of her complaint. It had a reference number and information on the next steps in the process, and when she could expect a response. Fatima also found a list of advocates published on the department’s website that could assist her with making a complaint if she needed in future.
Fatima’s complaint was sent to her local office responsible for the matter. A Housing Services Officer contacted Fatima within 10 business days with an interpreter as she had requested. This is a free service at no cost to Fatima. A misunderstanding with the contractor had caused the delay and the department apologised. Maintenance works were scheduled and completed, and Fatima’s matter was resolved.
Contact us if you have not had a response from the department
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
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, there are other organisations you can contact.