Complaints Policy

The Dispute Settlement Centre of Victoria (DSCV) is a part of the Victorian Department of Justice & Regulation. As a part of this department, the DSCV is governed by the normal rules, regulations and complaints procedures that apply to all government bodies.

Whether you have a complaint about a Dispute Assessment Officer, a Mediator or other staff member, the steps to take are the same.

Making a verbal complaint

Any complaints about the service you have received from DSCV should first be directed to the person you have dealt with. That staff member will discuss the complaint informally with you and try to resolve it. 

If you are reluctant to speak to that person or they are unable to resolve the complaint to your satisfaction, you will be given the opportunity to speak to their Manager.

Making a written complaint

If you wish to put your complaint in writing, it should be addressed to:
Director, DSCV
Level 4, 456 Lonsdale Street
Melbourne  VIC  3000
 
You will receive a written acknowledgement within 3 working days of receipt of your complaint.
 

What happens next

The Manager of the relevant staff member or Director, DSCV will contact you to discuss your complaint. They will also take whatever steps are necessary to try to resolve your complaint. This may include:
  • reviewing the file,
  • discussing the matter with the relevant staff member,
  • discussing the matter with other members of staff.
While attempts will be made to resolve your complaint informally, DSCV will also send you a formal written response to your complaint within 20 working days. If there is any reason for a delay DSCV will contact you and advise when you can expect a response and the reason for the delay.
 

Formal Resolution

If you are not satisfied with the outcome of the process, you can write to:
The Deputy Secretary
Civil Justice Division
Department of Justice & Regulation
121 Exhibition St
Melbourne, VIC 3000
 
You should include in your letter
  • the reason for your original complaint,
  • your view of the outcome of the DSCV complaints process,
  • what you are seeking by way of resolution
The Deputy Secretary will review your complaint and what happened. The Deputy Secretary will respond to you in writing within 20 working days of receipt of your complaint.
 

Ombudsman Victoria

If you are still unsatisfied with the result of the complaint process, you can contact Ombudsman Victoria. This office investigates complaints made against government departments.
Ombudsman Victoria
Level 1, 459 Collins Street (North Tower)
Melbourne VIC 3000
Tel: 9613 6222
Toll free: 1800 806 314