How the VI assesses complaints

If you want to complain to the VI because the IBAC or the Victorian Ombudsman did not uphold a complaint you made to them, the VI’s role is only to consider whether the IBAC or the Victorian Ombudsman considered your complaint fully and fairly. The VI has no power to reconsider a complaint if the only real reason is that you disagree with the decision made.

If the VI considers that your complaint is valid, it may recommend that the IBAC or the Victorian Ombudsman should reconsider their decision, and in a serious case it may make a report to Parliament. However the VI has no power to remake a decision made by the IBAC or the Victorian Ombudsman or to direct them to alter a decision.

Upon receipt of each complaint the VI assesses it for two purposes:

  • First, to determine whether the VI has jurisdiction to receive and consider the complaint
  • Secondly, if the VI considers that it has jurisdiction, it must then decide whether the complaint warrants taking any and, if so, what further action .

The assessment process requires the VI to gain a full and clear understanding of the complaint and of the decision made by the agency concerned.


VI’s complaint assessment flowchart

VI Complaint Assessment Flowchart