We received a telephone enquiry from a member of the public regarding an ongoing building dispute in VCAT. The enquiry related to the conduct of legal representatives and alleged delays in the proceeding.

Although these matters were not within our jurisdiction, our complaints support officer took care to allow the caller an ample opportunity to share their story without interruption. Having obtained information about the difficulties the caller experienced, we provided information regarding who and what we can investigate and provided referrals to appropriate agencies that might be better placed to resolve the concerns raised.

We received written feedback from the member of the public about their interaction with our complaints support officer. They expressed appreciation that their ‘demeanour was instantly comforting’, they felt they had been ‘truly heard’ and found the experience ‘incredibly meaningful’. They commended the ‘professionalism and outstanding customer service’ shown, and explained that it had left a ‘lasting impression’ of ‘feeling uplifted during an otherwise difficult time'.

Evidence of our commitment to wellbeing in complainant engagements