We welcome your suggestions, compliments and complaints.
As part of our Customer Service Charter, we seek your feedback and use it to improve the way we do things.
Suggestions
Please let us know if you have a suggestion about how we can do better. Your ideas are valuable and will be considered by us.
Compliments
We also improve by understanding what we are doing well so we can do more of it. Sharing your positive experiences means we can recognise the good work of our team.
Complaints
If you are dissatisfied with our service, you can make a complaint. Complaints may relate to:
- our information and processes
- the action of an employee.
Speaking with the staff member that has been handling your issue is often the quickest way to resolve complaints. Look for their contact details on your assessment or decision. If you are not satisfied with their response, ask to talk to their manager. If it is still not resolved, then you can lodge a complaint.
We are committed to following up all complaints. We aim to resolve complaints within 28 days. We will let you know if we need more time and provide regular updates.
Unhappy with our response?
If you are unhappy with the outcome of your complaint, you can complain to the Victorian Ombudsman
The Ombudsman expects you to try to resolve your concerns with us first.
If you have privacy concerns, contact the Office of the Victorian Information Commissioner.
Objections and appeals
If you disagree with a tax assessment or a decision made by us, you can dispute it by lodging an objection or appeal.
