Complaints handling policy

Emergency Recovery Victoria welcomes all types of feedback. This policy outlines our process for handling and responding to complaints.

We value all feedback and complaints related to Emergency Recovery Victoria that are important to the community members we serve.

We take all feedback seriously. We have designed a complaint handling process and are committed to:

  • being responsive and thorough, and
  • using all feedback to improve recovery services.

Provide feedback or make a complaint

You can provide feedback or make a complaint by:

To receive a response, please include your:

  • name
  • contact number and/or,
  • email address.

Our complaint process is confidential. No confidential information is shared and your privacy is protected. Any information you provide will not affect our commitment to providing a quality service to you or your family.

All community members and stakeholders are treated with courtesy and respect.

What happens once a complaint is made

If you provide contact details, you will be contacted within 3 working days to tell you how we will address your feedback or complaint.

If you make a complaint, we will investigate the complaint, decide the action to be taken and notify you of the outcome.

If you are not happy with the way your complaint has been dealt with, the Victorian Ombudsman (an external body) can help. Call them on (03) 9613 6222 or 1800 806 314.