Gig Worker Support Service complaint handling policy

The Gig Worker Support Service (GWSS) is committed to providing best practice customer service to gig workers and platforms. We do this by ensuring that we always adhere to our customer service principles. You can read more about these principles in our enquiry handling policy.

While we make every effort to ensure that your experience with the GWSS is a positive one, we acknowledge that there may be instances where people are not fully satisfied with the service they have received. We welcome all feedback on our quality of service and complaints are carefully reviewed to ensure that we meet our commitment to continuous improvement.

How to make a complaint

Complaints should be submitted in writing to info.gwss@dpc.vic.gov.au and include sufficient information to allow us to undertake an investigation into the matter. Some helpful information would include:

• date of the matter
• your GWSS reference number
• who you spoke or corresponded with
• a summary on how and why we may not have met your expectations.

Our complaint handling process

Complaints lodged will be investigated. This investigation involves discussing the matter with the person involved, reviewing any relevant documentation available and could include seeking further information from the complainant. A written response to the complaint will be provided within 20 business days. In instances where the complaint is complex a response will be provided within 28 business days and the complainant will be informed as soon as practicable after lodgement that their complaint is complex and why.

What does the GWSS do with complaints?

Any complaints are logged and utilised to improve the service the GWSS provides. Complaints may result in:

• a review of the GWSS’s processes and procedures
• a review of the training provided to GWSS staff
• additional training for GWSS staff
• a review of the information provided on the GWSS website.

What if my complaint has been resolved by the GWSS and I’m still unhappy?

If we have exhausted our internal complaint management process set out above and the complainant is not satisfied with the outcome of their complaint, they may lodge a complaint with a Victorian complaint and dispute resolution body, usually the Victorian Ombudsman.

The Victorian Ombudsman can be contacted between 9am to 5pm, Monday to Friday on (03) 9613 6222 or by using their online complaint form.