Making a complaint

If you have a complaint about the way our staff have behaved, you can submit a complaint to the Conservation Regulator.

If you suspect serious improper conduct or corrupt conduct by Conservation Regulator staff, you can contact the DEECA Integrity unit at dislcosures@deeca.vic.gov.au. You may also consider making a Public Interest Disclosure (PID). More information on how to make a PID is available on the DEECA Public Interest Disclosures page(opens in a new window).

Step 1: Submitting a complaint

A complaint about the conduct of Conservation Regulator staff is a serious issue. All complaints must be submitted in writing.

When submitting a complaint, we need you to supply some basic information, including:

• Your contact details – we may need to call or email you about your complaint.
• Details of your complaint – we need basic facts about the officer’s behaviour or actions.
• Expected outcome – we want to know how you would like us to resolve your complaint.

Complete the Conservation Regulator Complaint Form below. If you require assistance completing the form, contact our Customer Contact Centre on 136 186.

Submitting an anonymous complaint

If you wish to remain anonymous, you will need to provide enough information to allow us to consider your complaint. We will record your complaint on our central register. But if there is insufficient information we may not be able to take any further action.

Submitting a complaint on behalf of someone else

We understand that you may need to submit a complaint on behalf of another person.

If someone has asked you to submit a complaint for them, you will need to be able to show that you have been authorised to act on their behalf.

Step 2: Acknowledging complaints

After you submit your complaint, we will email you a reference number, a copy of your completed complaint details, and information about next steps.

Step 3: Reviewing complaints

Information you provide should accurately state the facts and circumstances of your complaint. Malicious or defamatory complaints may attract civil or criminal action.

The Director responsible for the staff member's business area will consider your complaint. They will decide an appropriate response.

Responses may include:

• An apology.
• An explanation of the staff member's behaviour/conduct.
• An explanation of the duties of the staff member and how the officer acted within the law.
• Steps to address and prevent the cause of your complaint happening again.
• Further investigation of your complaint.

In some circumstances, an immediate response by the staff member or their manager may be able to address your complaint.

Complaints that we cannot progress (for example due to a lack of information and/or contact details) are recorded in the central register. Where possible we will notify you in writing that no further action can be taken.

Complaints that require further investigation will be assigned a case manager.

The case manager is a senior officer who doesn't work directly with the staff member. They review the details of your complaint, relevant legislation, and departmental policies. They may contact you, the staff member, and other witnesses to obtain the facts. They may also gather and assess other relevant information, such as specialist advice.

The case manager presents the facts of your complaint to the Conservation Regulator’s Internal Review Committee. The Committee will then determine an appropriate response to address your concerns. This may include disciplinary action.

Step 4: Notifying you of the outcome

We will notify you in writing of the outcome of our review and the actions we have taken or will take to address the cause of your complaint.