If you have submitted a complaint to VACCA, we will:
- Directly respond to you and acknowledge your complaint.
- Register your details in our Complaints and Feedback Register.
- The person investigating the complaint will make contact with you to discuss your concerns.
- Details of your complaint or feedback will be assessed by Management for quality improvement purposes.
Appeals
- If a request is received to appeal a decision made by VACCA about a complaint made, it will be recorded in the Complaints and Feedback Register.
- Your complaint will be escalated to a Director who will manage the appeal.
- If you are unhappy with the outcome of your appeal, there are other organisations you can contact for assistance. See below for details.
Independent Supports
If you would like support independent from VACCA, or need further external support, you can contact the following organisations for assistance.
Emergencies and Safety: If you have concerns about a child, young person’s, or family’s immediate safety, contact 000. For child wellbeing concerns, find child protection numbers for your region. For after-hours support, call the child protection hotline: 13 12 78.
The Victorian Ombudsman: The Ombudsman can independently investigate complaints about registered community organisations (including VACCA). You can also lodge a complaint through the online complaints portal.
Phone: 1800 806 314 (9am-5pm Monday to Friday) Email: complaints@ombudsman.vic.gov.au
Commission for Children and Young People: The Commission does not investigate individual complaints, but can provide advice if you have concerns for a child or young person.
Phone: 1300782978 Email: contact@ccyp.vic.gov.au
Office of the Victorian Information Commissioner: The Commissioner can independently investigate complaints about privacy concerns in state-funded organisations (including VACCA).
Phone: 1300006842 Email: enquiries@ovic.vic.gov.au