| (03) 9269 0120Melbourne | 1800 677 402Rural areas | Locate us |
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.
Call us on (03) 9269 0120 or 1800 677 402 (country callers).
You can speak to someone in English or ask for an interpreter.

You can also speak to someone in the following languages:
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 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).
If you would like to make a complaint online, email clientcomplaint@vla.vic.gov.au or complete our online feedback form.
VLA’s Investigations Unit will do one of the following:
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.