Complaints about VAGO

The Auditor-General and VAGO provide products and services to Parliament and the public sector. In doing this, VAGO’s staff interact with the community and the public sector and from time to time, this contact can result in dissatisfaction and complaints about our staff, products and services.  VAGO’s management of complaints is guided by our Complaints Framework and is governed by legislation including the Audit Act 1994, the Victorian Inspectorate Act 2012 and the Protected Disclosures Act 2012.

Rights and responsibilities of complainants

You can expect to:

  • be treated with courtesy and respect
  • have complaints considered in good faith, and judged on their merits and facts
  • be given appropriate and easily understood information regarding VAGO’s complaints handling process and the treatment of the complaint
  • receive acknowledgement of your complaint and information about who will handle your complaint within five days of VAGO receiving it
  • receive a response to your complaint within 28 days, or receive advice that an extension is required and why.
  • have personal information treated as confidential, except where VAGO is compelled by law to notify the Independent Broad-based Anti-corruption Commission or the Victorian Inspectorate.

You are expected to:

  • treat all staff with courtesy and consideration
  • ask for assistance or further information when unsure about the information provided to you
  • assist the complaint process by supplying documents and information whenever possible.

Information to be included in the complaint

When making a complaint, please provide the following information:

  • your name, job title, organisation and contact details
  • your relationship with VAGO
  • the nature of your complaint, including when the conduct giving rise to the complaint occurred
  • where the complaint relates to alleged non-compliance with professional standards or regulatory or legal requirements, please identify specific standards or requirements that you consider may have not been complied with
  • details of the VAGO employees involved, where applicable
  • details of any prior discussions with VAGO employees in relation to the complaint
  • copies of any documentation you have to support the complaint
  • the remedy or resolution you are seeking as a result of raising the complaint.

Different kinds of complaints

How to make a complaint and how we respond will depend on the type of complaint: