Lodging a complaint

VBA360 is a fast and simple way to raise and track complaints online.

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

Note:

Complaints from government agencies, including councils, should be emailed to customerservice@vba.vic.gov.au – not lodged through the portal. Please attention your email to the Manager of Complaints and Statutory Referrals.

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

Quick reference guides

Instructional videos

Completing a Complaints form

FAQs

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

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.

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.

The consumer complaints pages on our website explain our jurisdiction, role and our complaints process.

These pages also outline the issues we cannot assist with and who can help you with those.

We advise anyone wishing to make a complaint to read this information before continuing.

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.

Here is an explanation of the different statuses you may see in VBA360.

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.

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.

Please call 1300 815 127 during business hours. If you submitted your complaint via your VBA360 account, please login to VBA360 to track the progress of the complaint.

Please call 1300 815 127 during business hours.