Providing complaints to the department

The Department of Human Services provides, funds and regulates a range of services to people throughout Victoria. The department aims to enhance and protect the health and wellbeing of all Victorians, in particular vulnerable groups and those most in need, by
providing through its direct and indirect programs high quality services in a range of areas including:

· aged care · disability
· health · housing
· mental health · drugs
· child protection · juvenile justice
· specialist children’s services.

We welcome your complaints, comments and suggestions as they help us improve our services.

Who can complain?

· a client of the department · a client’s family
· a client’s friend · agencies
· advocate and support groups · members of Parliament
· department staff · members of the public.

Complaints can be verbal or in writing.
How to make a complaint to
the department

What can you make a complaint about?
unprofessional behaviour · poor advice
unsatisfactory service · misuse of information.

Contact the department and we will:

• listen
• give you information and advice
• help you get answers to your questions
• try to resolve your complaint
• deal with issues in a timely manner
• keep you up-to-date on your complaint’s progress
• provide advice about other internal and external review options, where appropriate.

What to include in your complaint:

Stick to the main facts

• What happened?
• Who was involved?

Put it in your own words

• What was the date and time?
• Were there any witnesses?
• Do you have any relevant documents?
• Do you have any relevant photographs?
• What impact have the matters in your complaint had on you?
• What outcome are you seeking?

Lodge your complaint as quickly as possible because delays can make it difficult to investigate what happened.

Who do you contact for help?

• the staff member involved in your issue
• their supervisor or manager
• the Community Liaison/Quality Assurance Officer at your local office

Need assistance?
If you have any problems telling us what happened or why you are dissatisfied let us know so that we can assist you with making your complaint.

The department can arrange an interpreter if you or anyone else you know making a complaint needs that help.

You may request someone else to lodge a complaint on your behalf. You should give them written permission to do this.

Want to know what is happening with your complaint?

• Call us to check on the progress of your complaint.
• We will explain what has happened and what will happen next.
• We will give an indication of how long the process will take.
• We will advise how simple or complex it will be to resolve your problem.

What happens to the information collected about complaints?
Your complaint information is used to investigate and hopefully resolve your matter and that may involve sharing the information with other relevant areas in the department.

Statistical information regarding complaints is also used to improve the department’s services, better understand community needs and respond more positively to complaints or suggestions.

The use of this information for these purposes is carefully controlled to ensure that it is done in accordance with the Information Privacy Act and the Health Records Act.

Department of Human Services
Corporate Integrity, Information and Resolutions unit
GPO Box 4057
Melbourne VIC 3001
Telephone: 1300 884 706
Fax: 9096 9218
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Authorised by the State Government of Victoria,
Corporate Integrity, Information and Resolutions unit
50 Lonsdale Street, Melbourne.