Managing complaints

How to manage feedback, including compliments and complaints, including a range of helpful tools.

We are committed to listening to and responding to feedback, including both compliments and complaints. This important data source informs the development and delivery of policies, programs and services that support and enhance the wellbeing of all Victorians. 

Funded organisations must record and respond to feedback, including compliments and complaints regarding the services funded by the department. 

Funded organisations should base their complaints policy on the principles of:

  • visibility and accessibility
  • responsiveness
  • assessment
  • feedback
  • improvement focus
  • service excellence. 

The department's Complaints management policy for organisations funded by the Department of Families, Fairness and Housing provides guidance to funded organisations on developing their complaints management processes.

The templates below are designed to support funded organisations to establish and manage their own complaints processes.