Anyone may lodge a complaint if they think Victoria Legal Aid (VLA) has interfered with their privacy or failed to properly protect their personal information. See also: Complaints and feedback.
Contact Internal Legal Services
The person should first contact our Internal Legal Services (ILS) team to try to have our organisation resolve the complaint.
ILS may be contacted by telephone on (03) 9280 3789 or by email to privacy@vla.vic.gov.au.
A complaint can be made over the phone, by letter or by email.
Special help is available
If the person has special language requirements or needs help because of a disability, then we will offer help by using an interpreter or disability support worker.
Further investigation by our organisation
After lodging a complaint, ILS may investigate the complaint further. During the investigation, we will:
- investigate the complaint to find out if there has been a breach of our statutory obligations
- tell the person about the progress of the investigation
- tell the person about the outcome of the investigation
- if there has been a breach of our obligations, remedy the breach, which may include giving an apology to the person or taking other appropriate action, and attempting to ensure that a similar breach does not occur in again.
Complaint to the Office of the Victorian Information Commissioner
If the complainant is unhappy with the result of our investigation, then they may contact the Office of the Victorian Information Commissioner (OVIC).
The OVIC may:
- arrange conciliation of the complaint to seek a resolution
- refer the complaint to the Victorian Civil and Administrative Tribunal at the direction of the complainant
See the OVIC's website for more details.
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