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.
Feedback that is given to an audit team during an audit and is resolved before the audit is completed is not considered a complaint.
Coercive powers and procedural fairness
The Victorian Inspectorate (VI) has the power to receive and investigate certain types 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
- procedural fairness during audits.
You may still wish to direct your complaint to VAGO. However, if we receive a complaint about the conduct of our officers relating to those sections of our legislation, then we are obliged to pass it onto VI.
Public interest disclosures about the conduct of VAGO officers
You can make a public interest disclosure (previously known as a protected disclosure or whistleblower complaint) about a VAGO officer to the Independent Broad-based Anti-corruption Commission (IBAC) or VI. VAGO cannot receive public interest complaints under the Public Interest Disclosures Act 2012.
If you are unsatisfied with VAGO’s handling of a complaint
If you are unsatisfied with VAGO’s handling of a complaint, then you have the right to ask us to reconsider it.
For reconsideration of complaints about audits and matters other than audits, contact the Deputy Auditor-General. 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.
If you are still unsatisfied 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 the relevant body:
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
- 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 your 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 if you are 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.