General enquiries and feedback

By phone

Call 136 186 from anywhere in Australia, Monday to Friday, 8 am to 6 pm. Costs may vary – mobiles and public telephones may incur additional costs.

If you are deaf or have a hearing or speech impairment, contact us through the National Relay Service at 133 677 or visit the National Relay Service.

VicEmergency Hotline: 1800 226 226
Emergency Recovery Victoria: 1800 560 760
Solar Victoria: 1300 376 393

Translating and Interpreting Service

If you need assistance, please contact Translating and Interpreting Service (TIS) for help with translating and interpreting. Contact TIS National on 131 450 (within Australia) or visit www.tisnational.gov.au

Contact us form

Required fields are marked with an asterisk (*).

By post

PO Box 500
East Melbourne VIC 8002

By email

Email the Customer Contact Centre at customer.service@deeca.vic.gov.au.

Freedom of Information (FOI)

If you would like to request access to documents held by DEECA under the Freedom of Information Act 1982, please visit our Freedom of Information (FOI) page for details on how to lodge a request.

Complaints

Our commitment

An effective complaint-handling process contributes to responsive service delivery and leads to better outcomes for our community.

Complaints are often managed effectively at a local level. However, if the issue cannot be resolved, you may wish to lodge a formal complaint.

We will acknowledge your complaint via an email or phone call within 48 business hours of receipt. Providing your contact details will ensure a timely response.

Your complaint will be assessed and allocated to the relevant business area for a response, and you may be contacted for further information to help us resolve the issue.

If your complaint has not been resolved within two weeks, we will provide you with an update.

You have the option to make an anonymous complaint, but this may limit the extent to which we can resolve your issue.

If you are dissatisfied with the Complaints Handling Process, you can raise the matter with the Victorian Ombudsman.

Types of complaints

Complaints may be lodged about:

  • the standard of service provided by a DEECA Authorised Officer
  • breaches of Information Privacy
  • correcting information about you held by DEECA
  • misconduct or corrupt conduct of a DEECA employee
  • serious Improper Conduct under the Protected Disclosure Act 2012
  • general complaints about the actions or inaction of the department or its employees
  • child safety concerns about the actions of departmental employees (Reportable Conduct).

The following will not be treated as a complaint under this process:

  • a request for a service
  • a request for information
  • a request for a review or appeal under legislation (where a formal review process already exists it must be followed)
  • a requests for a policy or procedure to be amended or updated.
How to make a complaint about DEECA services or staff

If you have a general complaint about the way a DEECA employee provided a service, or concern about the actions or inaction of the department or its staff you can contact our Customer Service Centre by phone at 136 186, TTY 1800 122 969 or by completing the online form above.

You may also forward your complaint in writing to:

DEECA Integrity Unit

PO Box 500
East Melbourne 8002

or email our integrity team: disclosures@deeca.vic.gov.au

Authorised Officer complaints

DEECA Authorised Officers wear uniforms and are authorised under specific legislation to write infringement notices that carry penalties for not complying with the law. Examples are Wildlife Officers and Forest Officers.

If you have a complaint about the way a DEECA Authorised Officer interacted with you, you can lodge a complaint through the general complaints process above. Alternatively, if your complaint relates to Authorised Officers at Agriculture Victoria or Resources Victoria, please submit through those links.

Improper conduct

If you would like to report serious improper or corrupt conduct by an employee of DEECA, a Committee of Management member, or a Board member appointed to a DEECA entity you can contact the DEECA Integrity Unit.

If you wish to make a Public Interest Disclosure, refer to the Public Interest Disclosure page.

You may also contact the Independent Broad-based Anti-corruption Commission (IBAC) directly to make a disclosure.

A Public Interest Disclosure under the Public Interest Disclosures Act 2012 (Vic) receives protection from reprisal, the assurance of confidentiality and appropriate assistance in making the disclosure.

Procurement Complaints Management Framework

To lodge a complaint regarding an aspect of the DEECA procurement process, write to:

Chief Procurement Officer (CPO)
8 Nicholson St, East Melbourne, Vic. 3002

Or email the Chief Procurement Officer procurement@deeca.vic.gov.au

Complaints will be managed in a consistent, fair and transparent manner in accordance with the process outlined in the framework.

Page last updated: 02/10/25