Complaints policy

We welcome feedback about the performance of our staff or individuals appointed under the Environment Protection Act 2017 to perform a statutory function, such as environmental auditors or vehicle noise testers (EPA appointees). You can provide feedback using this link.

An EPA appointee is a person who is not an EPA employee but has been appointed under the EP Act to perform a set of functions. For example:

• Environmental auditors appointed Division 1 of Part 8.3
• Analysts appointed under s245(1)
• Motor vehicle testers appointed under s245(2)
• External persons appointed as an AO by EPA under s242(1).

Make a complaint

If you're concerned about the conduct of an EPA staff member or EPA appointee, you can make a complaint. Here we summarise how we will handle that complaint.

If you're unhappy with a decision we have made, please read how to Appeal our decision.

What you can complain about

We want to know when our staff or EPA appointees do not:

• exercise their powers and functions in accordance with the law
• conduct themselves fairly
• behave in line with VPS  or EPA values

This could include:

• offensive communication
• aggressive or rude behaviour
• misuse or abuse of powers or authority
• an unreasonable delay or inaction on an issue you've raised
• a breach of human rights. (You may prefer to report to the Victorian Equal Opportunity and Human Rights Commission.)

How to make a complaint

You (or your representative) can submit your complaint by:

• our online form
• phone on 1300 372 842
• email to complaints@epa.vic.gov.au
• mail to Complaints and Reviews Coordinator, Level 5, 664 Collins St, Docklands, VIC 3008.

Include the following

• The reason for your complaint.
• The name of the EPA staff member or EPA appointee.
• A description of what happened.
• Any other information or document that supports your complaint.
• The outcome you are seeking (e.g. an explanation, further information or an apology).
• Your preferred method of communication (mail, email or phone call).

How we manage your complaint

Let us know if you need help

Call us on 1300 372 842 if you need help making your complaint. This includes translation and interpreter services.

We are limited in investigating anonymous complaints

We handle anonymous complaints in the same way. But we won't be able to request further information, or let you know the outcome.

We will respond quickly

We will acknowledge your complaint within 2 working days.

We aim to resolve all complaints within 20 working days. However, some complaints may take longer to resolve than others. We'll let you know if we need more time.

We manage complaints in a fair and objective way

When we receive a complaint, we’ll investigate what happened.

We may need to contact you for more information, or to request more time.

We may pause our review if your complaint relates to a matter before a court or tribunal.

Your privacy

We keep your personal information safe. We will only use your information in the complaint review or in accordance with the law.

We may need to share some information with the person you complained about. This would only be information important to our investigation. We won’t share your contact details.

We may not accept your complaint

• If it lacks substance
  • The complaint relates to a lawful use of our powers.
  • The complaint lacks specific details, evidence or credible sources.
• If it is unreasonable
  • The outcomes requested are excessive, unreasonable, or beyond what could reasonably be expected.
• If it is frivolous, malicious or vexatious
  • The complaint process is being misused to harass, intimidate or manipulate our staff or EPA appointees.
  • The complaint contains personal attacks, insults, or inflammatory language.
  • The complaint has been resolved already.

We'll let you know the outcome

If we find your complaint valid, we will offer ways to resolve it.

This could be:

• an explanation or clarification
• an apology
• mediation
• a change in policy, procedure, practice, or training
• referral to another body.

If you're unhappy with the outcome

Find out how to make a complaint to the Victorian Ombudsman.

Using our powers

By law, our staff and representatives exercise a range of powers and functions.

To ensure we use them properly, we have multiple policies and guidelines:

• Compliance and enforcement policy
• Inspection and inquiry powers guide
• Remedial powers policy
• Sanction powers policy
• Permissions Scheme policy
• Environmental auditor guidelines for appointment and conduct.