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Complaints

Victoria Legal Aid aims to resolve complaints quickly and fairly. If you have a complaint about our service, a staff member, or a private lawyer funded by VLA, you should contact us by phone or in writing. Our Investigations Unit will record your complaint and advise you on how it can be resolved.

How do I make a complaint?

Make a complaint by phone

Call us on (03) 9269 0120 or 1800 677 402 (country callers).

You can speak to someone in English or ask for an interpreter.
 Interpreter logo

You can also speak to someone in the following languages:

  • عربي / Arabic – (03) 9269 0127 
  • Hrvatski / Croatian – (03) 9269 0164  
  • Ελληvικά / Greek – (03) 9269 0167
  • Italiano / Italian – (03) 9269 0202  
  • فار س / Persian – (03) 9269 0123
  • Polski / Polish – (03) 9269 0228
  • Српски / Serbian – (03) 9269 0332
  • Українська Moba / Ukrainian – (03) 9269 0390

If your language is not listed here, phone the Translating and Interpreting Service on 131 450 and ask to be put through to Victoria Legal Aid.

If you are deaf or have a hearing or speech impairment

If you are deaf or have a hearing or speech impairment you can use the National Relay Service to phone Victoria Legal Aid on (03) 9269 0223. This is a free service. For more information see the National Relay Service website. Please use your area code (03) when giving your number so the service can reach you.

TTY users can call 133 677 and then ask for (03) 9269 0120 or 1800 677 402 (country callers).

Speak and listen users can call 1300 555 727 and then ask for (03) 9269 0120 or 1800 677 402 (country callers).

Internet relay users can connect to www.iprelay.com.au/call/index.aspx and then ask for (03) 9269 0120 or 1800 677 402 (country callers).

Making a complaint online

If you would like to make a complaint online, email clientcomplaint@vla.vic.gov.au or complete our online feedback form.

What happens when I make a complaint?

VLA’s Investigations Unit will do one of the following:

  • investigate and help resolve your issue immediately, if possible
  • refer the complaint to the relevant grants officer if it is connected to a grant of legal assistance for action in a manner consistent with the Legal Aid Act 1978
  • refer the complaint to the relevant VLA manager or other staff to resolve
  • refer you to another organisation, for example, the Legal Services Commissioner or the Victorian Ombudsman
  • record your feedback.

If your complaint concerns the professional conduct of a VLA lawyer or a VLA funded private lawyer or barrister, we may refer you to the Legal Services Commissioner.

We take all complaints seriously and where possible we will let you know in writing the results of your complaint, subject to the confidentiality provisions of the Legal Aid Act 1978.

If you are not satisfied with how we resolve your complaint, write to the Investigations Unit within 21 days from receipt of our letter requesting review of our decision. Your request will be referred to a senior VLA manager for review and you will be notified in writing of the outcome.