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Making a complaint

If you want to make a complaint about something, it is important to work out exactly what you are unhappy about and how you would like the problem to be fixed.

Resolution of a problem could include getting some form of compensation, an apology, an explanation or simply a meeting.

It’s always best to try to resolve the problem with the organisation first, over the phone, in person or in writing. Before you contact the organisation find any relevant documents, like receipts or letters, so you have all the details ready.

Explain the problem calmly, with as much detail as possible. Suggest how you would like the problem to be fixed.

Generally it doesn’t cost anything to make a complaint, but you should always ask about costs to be sure.

You are entitled to ask how your complaint will be handled and when you can expect a response. Make a note of the date and time, who you spoke with and what was said.

If you’re not happy with the response when you get it, you may be able to go to an external complaint service, such as an ombudsman or industry body.

More information

See the pages in this section for information about making complaints about specific things. The pages below may also be helpful.

Centrelink – frequently asked questions

Complaints about discrimination

Immigration & refugees

Victims of crime

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.

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