Our complaint handling provides proportionate responses to concerns raised with us. We may raise complainants’ concerns with a body where appropriate, but our primary role is to improve how the integrity bodies we oversee and Victoria’s integrity system performs overall. Because of this we only investigate a small number of the complaints we receive.
Who you can complain to us about
We may be able to assist you if you wish to make a complaint about:
- IBAC or an IBAC officer (current and former)
- a Victorian Ombudsman officer
- a Victorian Auditor General’s Office officer
- an Office of the Victorian Information Commissioner officer
- the Chief Examiner or Examiners appointed under Section 21 of the Major Crime (Investigative Powers) Act 2004
- the Parliamentary Workplace Standards and Integrity Commission or Parliamentary Workplace Standards and Integrity Commission officers
- the former Office of Police Integrity.
It is important to understand that we are not a review body and cannot overturn or change a decision of another integrity agency.
For more information about how to make a complaint and what to expect:
Before you make your complaint
You should try to resolve your complaint with the body you are making a complaint about before coming to us. This is especially important if your complaint is about the outcome of a complaint to them or a service issue. We are not a review body and cannot overturn or change a decision of another body.
We will not usually take any individual action on complaints about service issues, but we will report back to integrity bodies on any patterns we see.
If your complaint is about the following, it may not be appropriate for you to go directly to the body:
- improper conduct or detrimental action (as defined in the Public Interest Disclosures Act 2012 (Vic) (PID Act) and you want to protect your identity
- an investigation by a body we oversight and you do not want the relevant body knowing
- the conduct of a particular officer that you cannot raise directly with them.
In these cases, you can raise your complaint with us rather than attempting to resolve the complaint with the body you are making a complaint about.
We receive complaints about how the bodies we oversee (including their officers) have used their powers and performed their functions. Our role is different for each body we oversee.
Our focus is on actions that may be:
- contrary to law
- unreasonable, unjust, oppressive or improperly discriminatory
- based on improper motives
- an abuse of power
- otherwise improper.
We will not generally take action on complaints related to service delivery or dissatisfaction with an outcome.
Jurisdiction
The types of functions or powers that we may receive a complaint about differ for each body (or officers) that we oversee and are outlined in Section 43 of the Integrity Oversight Act 2011 (IOV Act). A summary is below.
IBAC or IBAC staff
Our jurisdiction with respect to IBAC is broad. We can receive complaints about how IBAC and IBAC staff have performed or used their functions or powers.
For more information about IBAC, visit the IBAC website.
Victorian Ombudsman
We can receive complaints about how an Ombudsman officer has used their coercive powers or complied with procedural fairness when performing their duties under the Ombudsman Act 1973.
For more information about the Victorian Ombudsman, visit the Victorian Ombudsman website.
Chief Examiner
We can receive complaints about how the Chief Examiner or an Examiner have used their coercive powers or complied with the Major Crime (Investigative Powers) Act 2004.
For more information about the Chief Examiner, visit the Chief Examiner website.
OVIC
We can receive complaints about how an Office of the Victorian Information Commissioner officer has used their coercive powers or complied with procedural fairness when:
- using their coercive powers under the Freedom of Information Act 1982 (FOI Act) or the Privacy and Data Protection Act 2014
- conducting investigations under Part VIB of the FOI Act
- making recommendations under Section 61L of the FOI Act
- making investigation reports under Section 61Q of the FOI Act
- making compliance notices under Part 3 of the Privacy and Data Protection Act 2014.
For more information, visit the OVIC website.
Victorian Auditor-General's Office
We can receive complaints about how a Victorian Auditor-General's Office officer has:
- used their coercive powers
- complied with sections 30-37, 39, 41-46 and 48-51 of the Audit Act 1994(opens in a new window).
For more information, visit the Victorian Auditor-General’s Office (VAGO) website(opens in a new window).
Parliamentary Workplace Standards and Integrity Commission
We can receive complaints about how the Parliamentary Workplace Standards and Integrity Commission or how a Parliamentary Workplace Standards and Integrity Commission officer have performed or used their functions or powers or complied with procedural fairness requirements.
Visit the Parliamentary Workplace Standards and Integrity Commission website for more information.
Former Office of Police Integrity
The Office of Police Integrity was closed in 2013. We have certain limited power to receive complaints about the conduct of the Office of Police Integrity prior to that date.
We don’t have the power to receive complaints about the following organisations:
Local government
The Local Government Inspectorate can investigate complaints about council operations and breaches of the Local Government Act 2020. This may include issues such as:
- misuse of position
- conflict of interest
- disclosure of confidential information
- distribution of unauthorised electoral material
- electoral offences.
The Victorian Ombudsman can investigate actions by local councils in relation to:
- enforcement of parking, building or planning regulations
- nuisance control
- rates and service charges
- liability claims against council
- drainage matters
- roads, construction, maintenance and closures
- contracts or agreements with council
- building matters
- planning and subdivision permits, advertising and zoning.
Victorian government authorities
For complaints about Victorian government authorities, including Victorian government departments and most statutory bodies, contact the Victorian Ombudsman.
Victoria Police
For complaints about Victoria Police, contact:
Universities and TAFEs
If you’re unable to resolve a complaint directly with the educational institution, you can contact the Victorian Ombudsman.
Breach of privacy
If you’re unable to resolve a complaint directly with a public sector agency, about a breach of privacy, contact the Office of the Victorian Information Commissioner.
Legal practitioners
If you have a complaint about your legal practitioner you can contact the Victorian Legal Services Board and Commissioner.
The Charter of Human Rights and Responsibilities Act 2006
Complaints regarding whether administrative actions taken by a public sector organisation are not compatible with the Charter of Human Rights and Responsibilities Act can be made to the Victorian Ombudsman.
Complaints about discrimination, sexual harassment, racial or religious vilification and victimisation can be made to the Victorian Human Rights and Equal Opportunity Commission.
Criminal offences
Suspected criminal conduct should be reported to Victoria Police.
If you require legal protections to protect you from potential payback for making your complaint, and your complaint is about corruption or other misconduct, you may wish to consider making a public interest disclosure (PID) by completing a PID form. For more information about making a PID, visit our Public Interest Disclosures page.
If you wish to make a PID about us or our officers you must make your PID to the Victorian Parliament's Integrity and Oversight Committee (IOC) or to a Presiding Officer. Presiding Officers of Parliament are the Speaker of the Legislative Assembly and the President of the Legislative Council. For more information, visit the Parliament of Victoria website.
Please consider your privacy and whether you wish to make an anonymous complaint to us.
If you are complaining on behalf of another person, they will be required to authorise you to act on their behalf.
It is an offence to deliberately make a statement to Integrity Oversight Victoria that is false or misleading in a material particular.
If you seek legal protections to protect you from potential payback for making your complaint, and your complaint is about corruption or other misconduct, you may make a public interest disclosure (PID) under the Public Interest Disclosures Act 2012 (PID Act).
Our PID form provides relevant information to help you make a PID.
We will consider whether your complaint should be handled as a PID under the PID Act, regardless of whether you use the complaints form or the PID form, unless you have confirmed by marking the complaint form that your complaint is not a PID.
Making your complaint
Submit your complaint through our secure reporting portal by clicking on the button below. This is the most secure way of sending information and you can choose to remain anonymous, if you wish.
The portal's 2-way encrypted messaging system lets you communicate with us whether you have remained anonymous or provided your name. You can also access updates about your matter through the portal.
If you need help using the portal, wish to have a complaint form sent to you, or want to make a complaint by phone, please call 1800 518 197. We will try to call you back within one business day.
If you have difficulty speaking English, you can get help from the Translating and Interpreting Service on 131 450.
Please note: If you wish to make a public interest disclosure, complete a PID form which can be found on our PID page.
You can help us by:
- checking whether we can deal with your concerns before lodging a complaint with us
- raising issues with the body you are complaining about before making a complaint to us, when it is reasonable to do so
- using our secure reporting portal to submit your complaint (we can provide help if needed).
- answering all questions accurately and giving us clear information. While AI can be useful, we want to hear about your concerns in your own words. You do not need to give us all your supporting documentation when you make your complaint. We will ask you for any additional information that we need
- letting us know about any communication or support needs you have
- being clear about what you want us to do (noting that what we can do is limited and guided by legislation)
- responding to our requests for information as quickly as you can
- understanding that while we will assess and respond to each complaint, we decide next steps with your complaint. Only a small number of our complaints are escalated or investigated.
- treating us politely and with respect.
We will not tolerate behaviour that is threatening or disrespectful to our team. Providing a safe place of work is paramount to us. Depending on your behaviour, we may end a call or consider limiting access to our service if you do not treat us with respect.
In handling your complaint, we will undertake the following steps:
- acknowledge your complaint within 5 business days. We will tell you as soon as possible if we cannot assist and let you know who may be able to help
- consider whether the information you’ve provided should be handled as a public interest disclosure (unless you have indicated otherwise)
- contact you to confirm our understanding of your concerns and request any further information
- aim to understand the outcome you’re seeking and explain whether we may be able to achieve it. If we are unable to assist, we will try to provide you with information about where you could go for further assistance
- consider if we need to request information from the body you’ve complained about. We will do so if we decide this information will assist us to assess your complaint and decide next steps
- decide whether further involvement by us is justified or if your complaint needs to be escalated or investigated
- provide you with updates at least every 4 weeks about your complaint unless you advise us not to. This will include informing you about what will happen next, and what outcome to reasonably expect
- provide feedback to the body you’ve complained about, if appropriate
- provide reasons for our decisions in a way that’s accessible to you.
For more information view our service charter.
We are committed to ensuring that everyone who contacts us is treated fairly. This means the right to:
- have your complaint heard
- be given the opportunity to provide additional information to support your claim
- have decisions that affect you made without bias
- be given reasons for those decisions.
We will review your complaint and supporting information and consider the issues you have raised, the broader context of your complaint and our available resources. Through our other functions, we might have information relevant to your concerns, which we may consider as well.
When deciding what steps to take with your complaint, we consider if action by us is warranted because it might impact:
- whether you, or others in similar circumstances, are treated fairly and reasonably
- the operation of the bodies we oversee and potentially improve Victoria’s integrity system.
As part of this, we consider what steps are an appropriate response to your concerns.
To help us decide what action to take, we will look at:
- when your concerns took place
If your concerns are about something that happened many years ago, we may decide it is unlikely that we will have any impact on how you were treated or how the body you complained about is working today and take no further action.
If your concerns are about a current issue and further action by us might impact you and/or Victoria’s integrity system, we are more likely to take action.
- how much detail you have provided about your concerns
If your complaint is very broad, you disagree with the decision and want a different outcome, such as your complaint investigated, we will consider if it was a decision the body could lawfully make. If so, we may take no further action.
If you can provide details to us and explain the basis for your concerns that suggest, for example, that the body you are complaining about may not have complied with the law or acted fairly, we are more likely to take action.
- the substance and credibility of your complaint
If we review your complaint and supporting information and consider there might be other credible explanations for your concerns, we may take no further action.
Conversely, if you raise concerns that suggest the body you complained about may have acted outside the law or inconsistently with its policies and procedures, we may consider further action is warranted.
- the seriousness of your concerns
If your complaint is about a service delivery issue, such as delay with the handling of your complaint by another body and we are aware of relevant operational constraints, we may take no further action. We may also suggest you raise a service complaint with the body involved.
If you raise concerns with us that we consider are serious and potentially involve compliance issues, we may decide further action is warranted.
- if your complaint focuses on the organisation that is the subject of your complaint to the integrity body
If your main concern is about your original complaint and we will not be able to achieve the outcome you want, we may take no further action.
- if the complaint has already been investigated or otherwise dealt with
If you are going through a court process or pursuing other avenues that could address your concerns, we may take no further action.
- if we can achieve the outcome you are seeking.
If we cannot achieve the outcome that you want, such as an investigation into your complaint or to be financially compensated for your concerns, we may take no further action.
If the outcome you want is something we might be able to achieve and warrants action taking into account the circumstances of your complaint, we may take further steps with your complaint.
Once we have understood and assessed your complaint, we may decide to:
- take no further action
- put you back in touch with the body you complained about so it can consider your concerns
- make enquiries with the body involved and provide it with feedback to improve its processes and systems
- commence a preliminary inquiry to decide whether an investigation is warranted
- investigate your complaint.
The information you give us is recorded and provides us with a better understanding of how the body we oversee is doing its work.
Your information can help us provide feedback to the bodies we oversee about the types of complaints we are receiving. We can also use the information to help us decide what monitoring activities to do.
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