The way you can make a complaint, and how we will respond, depends on the type of complaint.
Complaints about matters other than audits
You can complain directly to VAGO if you have a complaint about a matter other than an audit, such as our financial administration, community engagement, or corporate publications.
Complaints about audits
You can complain directly to VAGO if you think that our audit work fails to comply with professional standards or regulatory/legal requirements, or that we have not complied with our own system of quality control.
If feedback is given during an audit to the audit team, and resolved during the audit, this is not considered a complaint.
Complaints about audits – coercive powers and procedural fairness
The Victorian Inspectorate (VI) has the power to receive and investigate certain kind of complaints about the Auditor-General or VAGO officers.
You can complain to VI about:
Our use of our coercive powers under the Audit Act 1994 (the Act)
- Procedural fairness during audits regarding age, language, mental impairment and legal representation.
You may still wish to direct your complaints to VAGO. However, if we receive any complaints about the conduct of our officers relating to those sections of our legislation, we are obliged to pass these on to VI.
Protected disclosures about the conduct of VAGO officers
You can make a protected disclosures (previously known as whistleblower complaints) about VAGO officers to the Independent Broad-based Anti-corruption Commission (IBAC) or VI.
If you are dissatisfied with VAGO’s handling of a complaint
If you are dissatisfied with VAGO’s handling of a complaint, you have the right to ask for reconsideration by VAGO.
For reconsideration of complaints about audits and matters other than audits, contact the Deputy Auditor-General. If you are still dissatisfied, you may complain to the Victorian Ombudsman about administrative action taken by VAGO officers, but not the Auditor-General, who is exempt.
If you are still dissatisfied, and the complaint is about the professional conduct of a registered member of the following bodies, you may have a right to refer the matter to one of the following bodies:
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
- Specific standards or requirements 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
- Documentation you have to support the complaint
- The remedy or resolution you are seeking.
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
- 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 IBAC or VI.
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.
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.