Feedback and complaints

VCAT is established by an Act of Parliament and is given jurisdiction by enabling enactments. We can only do what the law authorises us to do.

Constructive feedback

At VCAT we aim to provide fair and efficient justice. If you have had a positive experience with us, please let us know.

Email us with your suggestions for improvements of our services.

Complaints

You can lodge a complaint to VCAT about:

• the quality of an action taken or service provided by VCAT staff
• conduct or behaviour of VCAT staff
• delay or failure to meet VCAT service requirements
• a Tribunal member’s behaviour.
   

We cannot respond to complaints about:

• the merits of a case
• a VCAT order or decision of a Tribunal member.

We also cannot respond to requests to remove a member from hearing a case.

This kind of application can be made at any time during a hearing, but must be made before the hearing concludes (see section 108 of the Victorian Civil and Administrative Act 1998 and Practice note PNVCAT8 for more information).

If you wish to make a complaint about any matter that we can respond to, complete the complaint form and send it to us by mail or email complaint@courts.vic.gov.au with any supporting documents.

Abusive or offensive complaints will not be investigated or responded to. We will refer them directly to Victoria Police for investigation.

Making a complaint to the Judicial Commission of Victoria

You can make a complaint about the conduct and capacity of VCAT members to the Judicial Commission of Victoria The Judicial Commission is an independent body established to investigate complaints about judicial officers and VCAT members.

Any member of the public or a professional representative can make a complaint to the Commission by completing an online complaint form available from the Commission's website. Please visit the Judicial Commission's website or contact them for more information on complaints they can investigate. 

Language support and other services

If required, VCAT can refer you to interpreter services and other service providers who may assist you.

Acknowledgement and response

We will notify you when your complaint has been received and make every effort to provide a response to you within 20 business days.

If a response is not provided within 20 business days, we will keep you informed of the progress of your complaint where appropriate.

Confidentiality and data collection

Complaints and information about them are confidential. We receive and manage complaints in accordance with the Privacy and Data Protection Act 2014.

If your complaint is about a person, they may be invited to give a response to the complaint. This would usually mean that they can see the contents of your complaint.

We keep a log of complaints to help us monitor progress and performance, and to identify trends. Please refer to our Complaints Policy for more information on privacy. 

Complaints about a proceeding or a decision

We cannot address complaints about VCAT decisions or the way VCAT proceedings were conducted.

If you are a party in a proceeding and you believe that a decision is wrong on a question of law or if you believe the proceedings were not fair you may be able to appeal to the Supreme Court of Victoria.

This appeal process is enabled by section 148 of the Victorian Civil and Administrative Tribunal Act 1998.

The Supreme Court website has a self-help information pack on how to seek leave to appeal VCAT decisions There are strict time limits for appealing in this way.

Please seek legal advice immediately if you want to appeal the decision in your case.

Appealing without representation

If you are not represented by a lawyer and you wish to commence the appeal process on your own behalf, the Self Represented Litigant Coordinator at the Supreme Court can provide procedural guidance and assistance.

Contact the Self Represented Litigant Coordinator by phone on (03) 8600 2031.

More about this complaint policy

For more information, read our complaint policy.