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Complaints about government departments

If you have a complaint about a government department or a statutory authority, it’s best to try to resolve it with the department or authority first, if possible. Check their website or call them to find out what their complaints procedure is.

If the complaint is about a decision, ask:

  • how the decision was reached
  • whether another person in the department can review it
  • whether there are any time limits for reviews or appeals
  • what you should do next.

Some of the main agencies that handle complaints about government departments and statutory authorities are listed below.

  • The Ombudsman of Victoria (link below) provides an independent, impartial and free service that investigates complaints about administrative actions or procedures of Victorian government departments, statutory authorities (such as VicRoads or the Victorian WorkCover Authority) and local councils.

    The ombudsman can make recommendations for corrective action and changes in procedures but cannot change a decision or force the authority to comply with a recommendation. If a recommendation is not accepted, the ombudsman may decide to report to Parliament.

  • The Commonwealth Ombudsman (link below) investigates complaints about administrative decisions (including a failure to make a decision), actions or procedures of Commonwealth government departments and authorities that affect individuals.

    Its powers are similar to the Ombudsman of Victoria – it can make recommendations but can’t enforce them or change decisions.

    The Commonwealth Ombudsman is also the Defence Force Ombudsman, Immigration Ombudsman, Postal Industry Ombudsman and Taxation Ombudsman.

  • The Victorian Civil and Administrative Tribunal's (VCAT) General List (link below) reviews many administrative decisions by the Victorian Government and associated government bodies.

    To find out if the VCAT General List can hear a dispute, contact the government body you are dealing with and ask what appeal rights exist in your case.

  • The Administrative Appeals Tribunal (AAT) hears applications to review some federal government decisions. You don't need to have legal representation, but it may be useful to get legal advice.

    Depending on the type of case and your financial circumstances, there may be a fee. Fees may be refunded if the appeal is successful.

    Most applications have to be lodged within 28 days of receiving notification of the decision. See the AAT website (link below) for time limits for lodging applications for review.

See the agencies’ websites for contact information and details about their complaints processes.

More information

Centrelink – frequently asked questions

Privacy & freedom of information

Related websites

Administrative Appeals Tribunal – time limits (new window)

Commonwealth Ombudsman (new window)

Ombudsman of Victoria (new window)

VCAT General List (new window)

How we can help

Call Victoria Legal Aid’s (VLA) Legal Information Service for free information over the phone about the law and how we can help you with your legal problem. You can speak to a legal information officer in English or ask for an interpreter. Phone (03) 9269 0120 or 1800 677 402 (country callers), Monday to Friday from 8.45 am to 5.15 pm.

VLA’s other free legal services include:

  • advice at VLA offices and other locations across Victoria
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For some civil matters we can provide you with a lawyer to help you run your case.

To find out more about any of our legal services see What we do.

Who else can help?

Your local community legal centre (CLC) can give you legal information and advice. Most CLC services are free. See the Community Law website (new window) for more information and CLC contact details.