Feedback

Providing feedback

As part of our Customer Service Charter, we seek your feedback and use it to improve the way we do things. 

You can email feedback@sro.vic.gov.au to lodge a suggestion, compliment or complaint. We read and consider all feedback and refer it to the relevant area.

What to include in your email

To help us respond as quickly as possible, include:

• your name and phone number
• whether you require a response from us
• details of your feedback, including:
  • what happened
  • when it occurred (date and time, if known)
  • who or what it relates to (for example, a service, transaction or staff member)
  • any reference numbers or relevant documentation (if applicable)
  • the outcome you are seeking.

Suggestions

Please let us know if you have a suggestion about how we can do better. Your ideas are valuable and will be considered by us.

Compliments

We also improve by understanding what we are doing well so we can do more of it. Sharing your positive experiences means we can recognise the good work of our team.

Complaints

A complaint is an expression of dissatisfaction about our service or staff where you expect a response or resolution.

Complaints may relate to:

• our information and processes
• the action of an employee.

Feedback about government policy or legislation is not a complaint.

Speaking with the staff member who has been handling your issue is often the quickest way to resolve complaints. Look for their contact details on your assessment or decision. If you are not satisfied with their response, ask to talk to their manager. 

If your issue is not resolved, you can lodge your complaint by email.

We are committed to following up all complaints. We aim to resolve complaints within 28 days. We will let you know if we need more time and provide regular updates.

Objections and appeals

If you disagree with a tax assessment or a decision made by us, you can dispute it by lodging an objection. This is not treated as a complaint.

External review options

If you are unhappy with the outcome of this process, you can complain to the Victorian Ombudsman online or by calling 1800 806 314.

The Ombudsman expects you to try to resolve your concerns with us first.

If you have privacy concerns, contact the Office of the Victorian Information Commissioner.