Feedback and complaints

Feedback

Dairy Food Safety Victoria (DFSV) is committed to continuously improving its information and services.  Feedback from licensees and other stakeholders is an important mechanism for identifying opportunities to innovate and improve our service delivery. Your feedback is welcome and can be provided here.

Complaints

DFSV Regulatory Decision

If you are affected by a DFSV decision to:

a) refuse to issue, renew or transfer a dairy industry licence
b) issue or renew a licence subject to conditions
c) cancel or suspend a licence
d) refuse to grant an exemption from the requirement to have a dairy industry licence,

you may, within 28 days of being notified of the decision, apply to the Victorian Civil and Administrative Tribunal for a review of the decision.

Complaints about the DFSV

If you are dissatisfied with a service or information provided by DFSV or you are unhappy with the behaviour of a DFSV staff member and wish to lodge a formal complaint, you can do so here.

DFSV will:
a) acknowledge receipt of your complaint within 2 business days
b) seek further information if required
c) nominate a relevant Executive to investigate the complaint
d) if it appears the investigation will take longer than 20 business days, you will be kept informed of the progress of the investigation; and
e) provide you with a written response of the outcome, if appropriate, within 20 business days.

Anonymous complaints will be investigated where sufficient detail is provided to substantiate that the complaint is valid. DFSV will keep the identity of complainants confidential where possible however this may limit the capacity of DFSV to fully investigate the complaint. 

If you are not satisfied with DFSV's response you can contact the Victorian Government Ombudsman 

If the complaint is about serious improper conduct of, fraud or corruption by, a DFSV employee or employees it may be subject to the Protected Disclosure Act and should be made directly to the Independent Broad-based Anti-corruption Commission (IBAC).

Complaints about a dairy food or dairy business

Click here if you wish to make a complaint about a dairy food or a dairy business.