Complaints Management Procedure
1. Purpose
The SEC Complaints Management Procedure sets out the requirements for managing complaints directly related to a procurement process.
2. Complaints Management Process
Lodging a Complaint
The complaint should be in the form of an email to the Head of Procurement sec.procurement@secvictoria.com.au and include the following:
- a concise statement setting out the specific details for the complaint.
- specific details of how the complaint may impact the person or organisation making the complaint.
- any relevant background information including prior actions or correspondence involving our organisation.copies of all relevant documentary evidence supporting the complaint
Written complaints should be received within five working days of the complainant’s initial contact regarding the complaint.
Acknowledgement and Recording of Complaint
- Receipt of the complaint will be acknowledged by the SEC within five working days.
- The SEC will appoint a person independent to the Procurement Activity to investigate the complaint who has the appropriate knowledge of procurement policies and relevant processes. The complaint is recorded on SEC’s Procurement SharePoint Site.
Complaint Investigation Process and Timeline
- If information provided is sufficient then within twenty working days, the complaint will be investigated and a response provided in writing to the complainant.
- If additional information is required, or the services of external parties are required to advise on elements of the complaint, there will be an extension of time. This will be based on the number of working days between the request for, and receipt of additional information and/or advice sought.
Complaint Outcome
- The complainant is provided with the complaint outcome and the SEC will record the complaint outcome on SEC’s Procurement SharePoint Site.
Escalation
- A complainant if not satisfied with the proposed resolution provided in the complaint outcome findings of our organisation may refer their complaint to the Victorian Auditor-General, the Ombudsman, the Independent Broad based Anti-corruption Commission, the police and the courts, depending on whether the issue falls within the relevant body’s jurisdiction for review.
- Please contact the procurement policy team if you have any questions
- Phone: 03 7005 9138
- Email: buyingforvictoria@dgs.vic.gov.au
- Letter:
The goods and services procurement policy team
Victorian Department of Government Services
Department of Treasury and Finance
GPO Box 4379
MELBOURNE VIC 3001
