Complaints

From 31st July 2017, the VBA is introducing a fast and simple way to raise and track complaints online.

VBA360 will enable real-time processing and 24/7 online tracking of your complaint.

Register to create a VBA360 account

Complaints about the VBA should not be lodged through the portal but sent to the following email address, customerservice@vba.vic.gov.au

Complaints from government agencies including councils should not be lodged through the portal but emailed to customerservice@vba.vic.gov.au. Please attention to the Manager of Complaints and Scheduling Services.

Note: The ability to view the complaint form and documents you have uploaded  through the portal is temporarily unavailable.

Instructional videos

Completing a Complaints form

FAQs

I can't find the complaint forms on your website. Last time I printed a PDF, but now I can't find it!

Complaint forms are now online and accessed through our VBA360 portal. You can lodge your complaint by creating a VBA360 account.

I don't want to create a VBA360 account to lodge a Complaint – can't you send me a form?

The Complaint form is only available online, accessed via VBA360. By making your complaint through VBA360, VBA will receive your complaint as soon as it is submitted, in real-time. VBA360 also allows you to track the progress of your complaint from within your account.

I don't have access to a computer. How do I lodge a complaint?

If you do not have access to a computer to lodge the complaint, you may send your complaint in writing. However, this may delay the assessment as VBA will need to lodge the complaint when it is received and the information provided may not be sufficient.

Where can I find information about Complaints that the VBA handle?

The complaints pages on the website explains the VBA's jurisdiction, role and process.

VBA advises anyone wishing to make a complaint read this information before continuing.

I have sent in my Complaint. Have you received it?

If you submitted your complaint via VBA360, login to your VBA360 account to track your complaint.

If you submitted your complaint via letter, please call 1300 815 127 during business hours.

I'm having a look at my Complaint in VBA360 but I'm not sure what this 'status' means;

Received Complaint has been received and is awaiting allocation to an assessment officer
Allocated  Complaint has been received and has been allocated to assessment officer for review
Processing Complaint is with an assessment officer and is being processed
Pending Further Information  The assessment officer has requested further information regarding the complaint and is waiting to receive the information
Technical assessment Your complaint is currently being reviewed by a VBA technical assessor
Closed Complaint has been closed, you should have received an outcome letter via email.

I want an update on my complaint.

If you submitted your complaint via VBA360, login to your VBA360 account to track your complaint.

If you submitted your complaint via letter, please call 1300 815 127 during business hours.

I would like to speak with the assessment officer in charge of my complaint.

Please call 1300 815 127 during business hours. If you would like an update regarding your complaint, and submitted this information via your VBA360 account, please login to VBA360 to track your complaint.

I submitted my complaint last week via email. I have not received acknowledgement of my complaint yet; could you tell me if you have received it?

Please call 1300 815 127 during business hours.

I have sent some further information regarding my complaint via mail; have you received it?

Please call 1300 815 127 during business hours.