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Complaints Policy

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

Any complaints about the way you have been treated by the DSCV should first be directed to the person you have dealt with. If you are reluctant to talk to that person or they are unable to resolve the complaint, you will be given the opportunity to speak with their manager.

Making a Complaint

Where possible, a Dispute Assessment Officer (DAO) will discuss the complaint informally with you and try to resolve it. This will usually be the case when the complaint is verbal, and received in the conduct of case managing a file.

Your complaint may be in writing or verbal. When you state you have a complaint about a specific aspect of our service and want a response, the following complaint process will be observed.

The staff member / DSCV Manager will take appropriate steps to resolve the matter. This must include discussing the matter with the client, and may also include:

  • reviewing the file
  • discussing the matter with other members of staff
  • discussing the matter with the mediators

This will help determine whether the Centre has acted consistently and in accordance with its policies.

You will be contacted within 3 working days with information about the DSCV complaints handling process. A final response to the complaint can be expected from DSCV within 20 working days.

Formal Resolution

If you are not satisfied with the outcome of the process, you may submit a formal grievance in writing to:

The Director
Appropriate Dispute Resolution Directorate
Department of Justice
121 Exhibition St
Melbourne, VIC 3000

Writing to the Director

You should include in your letter:

  1. the reason/s for the grievance
  2. your view of the outcome of the resolution process
  3. any specific issues which you wish to present
  4. where relevant, attach copies of documentary information
Director's Response

Upon receipt of the written complaint, the Director will assess your complaint and review what happened. The Director will respond to you in writing.

Ombudsman Victoria

If you are still unsatisfied with the result of the complaint process, you should contact Ombudsman Victoria. This office investigates complaints made against staff of government departments.

Ombudsman Victoria
Level 9, 459 Collins Street (North Tower)
Melbourne, VIC 3000

Tel 9613 6222
Toll Free 1800 806 314
www.ombudsman.vic.gov.au