We welcome complaints and see them as an opportunity for us to continuously improve. We aim to resolve complaints in a respectful and timely manner.
Our Complaints Management Policy provides guidance for the management of complaints and allegations about VAGO and our work. This policy is supported by our Complaints Management Procedure that details the requirements, responsibilities and steps we take to deal with complaints and allegations.
You can view these documents at the following links.
If you are looking to make a complaint, you can do so anonymously via the form at the bottom of the page.
Our complaints procedure
Complaints we receive
|Type of complaint||Description||Reporting process|
|The conduct of audits||Complaint about our audit work failing to comply with professional standards or regulatory/legal requirements, or that we have not complied with our own system of quality control||Contact VAGO directly|
|VAGO activities other than audits||Complaint about a matter other than an audit, such as our financial administration, community engagement, or corporate publications||Contact VAGO directly|
|Fraud, corruption or misconduct by VAGO employees, contractors and consultants||Allegations of fraud and corruption may be investigated or referred to another investigative body. Please refer to VAGO's Fraud and Corruption Control Policy and Fraud and Corruption Reporting Procedure||Contact VAGO or IBAC|
Public interest disclosures
Under the Public Interest and Disclosures Act 2012, VAGO does not have any powers or responsibility to assess or investigate public interest disclosures.
If you wish to make a public interest disclosure about a VAGO officer, you can do so by contacting the Independent Broad-based Anti-corruption Commission (IBAC) or Victorian Inspectorate (VI).
If you are dissatisfied with the outcome of the complaint process, you have the right to ask us to reconsider it. A review of the initial investigation and outcome will be undertaken by a more senior officer.
If you are still unsatisfied, you may complain to the Victorian Ombudsman about administrative action taken by VAGO officers, but not the Auditor-General, who is exempt.
What to include in your 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
- any specific standards or requirements that you think might not have been complied with
- details of the VAGO employees involved, where applicable
- details of any previous discussions with VAGO employees about the complaint
- any documentation you may have to support the complaint
- the remedy or resolution you are seeking.
Rights and responsibilities
At all times throughout the complaints process it is expected that all parties will act with respect and integrity. Any behaviour deemed to be offensive, abusive, threatening or consuming disproportionate resources will not be tolerated. Handling of any issues of this nature will consider the Charter of Human Rights and Responsibilities Act 2006 and VAGO's legal responsibilities.
Make a complaint
If you make a complaint, VAGO will collect your personal information in order for us to respond to your complaint. Your personal information will only be disclosed to staff investigating the complaint and will not be disclosed further without consent unless required by law.
VAGO manages your personal information to protect your privacy.