Supplier complaints

VicTrack places a high level of importance on how we interact with the market and conduct our procurement lifecycle process. 

If you have a concern or complaint about a procurement process or probity, then please read our step by step process.

We handle complaints in a consistent, fair and transparent manner.

 

VicTrack places a high level of importance on how we interact with the market and conduct our procurement lifecycle process. 

If you have a concern or complaint about a procurement process or probity, then please read our step by step process.

We handle complaints in a consistent, fair and transparent manner.

 

  • Step 1: Making the complaint

    Before you begin

    If your complaint relates to a request for a tender/quote, you must address this directly with the Tender Officer first.

    Send the Tender Officer an email or use the e-forum linked to the tender/quote event, and provide details about your complaint.

    If you cannot resolve your complaint directly with the Tender Officer, then you can submit a supplier complaint using the form below.

    How to make a complaint 

    Please complete our supplier complaint form online and ensure you:

    • provide as much detail as possible
    • define the outcome/s that you are seeking
    • attach relevant supporting documentation.  
     

    Before you begin

    If your complaint relates to a request for a tender/quote, you must address this directly with the Tender Officer first.

    Send the Tender Officer an email or use the e-forum linked to the tender/quote event, and provide details about your complaint.

    If you cannot resolve your complaint directly with the Tender Officer, then you can submit a supplier complaint using the form below.

    How to make a complaint 

    Please complete our supplier complaint form online and ensure you:

    • provide as much detail as possible
    • define the outcome/s that you are seeking
    • attach relevant supporting documentation.  
     
  • Step 2: Investigating the complaint


    Within five working days of receiving your complaint:

    • You will receive a written acknowledgement of your complaint. 

    • The complaint will be investigated by an independent party not involved in the immediate complaint.

     

    Within 20 working days of receiving your complaint:

    • The complaint will be investigated, and a written response will be provided containing the outcome of the findings.

    • However, if additional information is required, or the services of external parties are required to advise on elements of the complaint, the process may take additional time. You will receive an extension of time notification, which will specify the number of additional days required. 


    Within five working days of receiving your complaint:

    • You will receive a written acknowledgement of your complaint. 

    • The complaint will be investigated by an independent party not involved in the immediate complaint.

     

    Within 20 working days of receiving your complaint:

    • The complaint will be investigated, and a written response will be provided containing the outcome of the findings.

    • However, if additional information is required, or the services of external parties are required to advise on elements of the complaint, the process may take additional time. You will receive an extension of time notification, which will specify the number of additional days required. 

  • Step 3: The outcome

    VicTrack will respond to you in writing with an outcome of your complaint, and the outcome will also be registered.

    If you disagree with the outcome, the complaint can be escalated to VicTrack's Executive General Manager Business Services at your request. 

    If the complaint cannot be resolved to the satisfaction of both parties, you may refer the matter to the Victorian Government Purchasing Board (VGPB) for review. 

    All complaints submitted will be reported annually in the VicTrack Annual Report.  

    VicTrack will respond to you in writing with an outcome of your complaint, and the outcome will also be registered.

    If you disagree with the outcome, the complaint can be escalated to VicTrack's Executive General Manager Business Services at your request. 

    If the complaint cannot be resolved to the satisfaction of both parties, you may refer the matter to the Victorian Government Purchasing Board (VGPB) for review. 

    All complaints submitted will be reported annually in the VicTrack Annual Report.