Department of Families, Fairness and Housing (‘DFFH’) provides services across Victoria, including child protection, out-of-home care, disability services, public housing, homelessness, family and youth support, and family violence services. You can complain to DFFH if you or someone you support has faced unfair treatment, lack of support, disrespect, poor service, or a breach of rights in any DFFH service.
What types of complaints can you make?
You can make a complaint about:
Child Protection:
- A child is removed without proper reason.
- Clear signs of abuse or neglect are ignored.
- Families are left out of decisions or not told what’s happening.
- Staff behave in a rude, threatening, or discriminatory way.
- Private information is shared without permission.
- Case or leaving-care plans are not followed or don’t meet a child’s needs.
Out-of-Home Care (foster, kinship, residential):
- A child in care is abused, harmed, or neglected.
- Cultural or identity needs are ignored (e.g. no cultural plan for Aboriginal children).
- Contact with family is unsafe, unfairly limited, or excessive.
- Carers or staff behave unprofessionally or don’t follow care plans.
- Allowances, counselling, or promised support are not provided.
Disability Services (under Victorian law):
- A person with disability is abused, neglected, or treated disrespectfully.
- Restraints, seclusion, or medication are used without proper approval.
- You are shut out of service planning or not given a choice.
- Services are unsafe, unclean, or not meeting basic needs.
- Personal information is shared without consent.
- Money or property is misused.
- Services are unfairly cut off or denied.
- You are punished or threatened for complaining.
Supported Accommodation (group homes, supported housing, SRS):
- Residents are mistreated or abused.
- Living conditions are unsafe, dirty, or poorly maintained.
- Promised care or supervision is not provided.
- Tenancy rights are ignored (e.g. unfair eviction, no privacy).
Family Services (parenting support, counselling, Orange Door referrals):
- Little or no help is provided.
- Workers are rude, judgmental, or culturally insensitive.
- You are excluded from planning or not given clear information.
- Your family’s privacy is breached.
- You are unfairly denied access to a service.
Youth Services (programs, mentoring, youth homelessness):
- Staff treat young people unfairly or with discrimination.
- Environments are unsafe (e.g. bullying or violence not addressed).
- Promised services like casework, training, or counselling are not delivered.
- A young person’s voice is ignored in decisions about them.
- A young person’s privacy is breached.
Family Violence Services (e.g. refuges, Orange Door, behaviour change programs):
- You don’t feel safe, believed, or supported.
- Your privacy is breached, putting you at risk.
- You are turned away unfairly or left waiting too long for help.
- Staff are insensitive or blaming.
- Promised referrals or supports are not followed through.
Public Housing (Homes Victoria):
- Housing applications, transfers, or evictions are unfair.
- Staff are rude or discriminatory.
- Repairs or safety issues are ignored.
- Serious neighbour or safety issues are not addressed.
- Privacy or tenancy rights are breached (e.g. entry without notice).
Homelessness Services:
- You are unfairly turned away or denied help.
- Staff treat you poorly or unprofessionally.
- Emergency accommodation is unsafe or unsanitary.
- There is no follow-up or support plan after initial help.
- Special needs are not accommodated (e.g. disability, interpreter, trauma needs).
Other DFFH-funded programs:
- Services for seniors, veterans, multicultural communities, carers, or others provide poor service or treat people unfairly.
- You are denied access or discriminated against.
- Program rules or benefits are not followed.
- You are not told your rights or how to complain.
Jurisdiction:
DFFH can only look at matters connected to services delivered in Victoria. The issue must have happened in Victoria, or involve a person or provider funded, registered, or operating in Victoria.
Time Limits:
There is no strict time limit for making a complaint, however, it is best to complain as soon as possible after the issue happens. If a long time has passed, DFFH may still consider the complaint if there is a good reason for the delay or if the problem is serious or ongoing.
DFFH will not deal with complaints about:
- Matters already before a court or tribunal (e.g. Family Court, VCAT).
- Complaints already fully investigated by another body.
- Services that are not delivered or funded by DFFH.
- Requests to change government policy or legislation.
- Criminal conduct, employment disputes, or reportable conduct that must go to other authorities.
- General advocacy or dissatisfaction not related to a specific service failure.
Who can you make a complaint against?
You can make a complaint against:
- Individual staff (child protection workers, carers, residential care staff, disability workers, housing officers, caseworkers).
- Organisations or services which are funded or regulated by DFFH (out-of-home care providers, disability services under the Disability Act 2006, youth/family violence services, housing and homelessness programs).
- Specific facilities or programs (group homes, family support centres, public housing).
Are you eligible to make a complaint?
Who can make a complaint?
Anyone in Victoria directly affected by a DFFH service, or their carer, parent, or advocate can make a complaint. Children and young people can complain in their own right. You don’t have to be a citizen or meet an age limit.
Before you lodge a complaint:
Before reaching out to DFFH, try raising your complaint with the service provider first. You do not have to do this if it is unsafe or a serious matter.
Can you complain on behalf of someone else?
Yes, you can make a complaint for another person for example as a family, guardian or advocate. You may need written or verbal consent or to explain your relationship to the person.
Additional Information:
The complaints process is free, you don’t need a lawyer, but you can seek legal advice. You can use an interpreter or support person.
What can this body do to help?
This body may:
- Apologise or acknowledge poor service.
- Fix the problem (e.g. provide missed services, correct records, backpay).
- Change or review a decision.
- Investigate and improve processes.
- Refer serious issues to another authority (e.g. Ombudsman, IBAC, Police).
DFFH cannot give financial compensation or damages.
How to prepare your complaint:
Personal details:
Provide your name, contact details, relationship if complaining on behalf of another person.
Respondent’s details
Provide name and details of who or what you’re complaining about (staff, service, program).
Relevant facts:
Provide details about what happened, with supporting documents if you have any, and what result you would like to achieve.
Lodging your complaint and next steps:
Where to lodge:
- Online: Using the DFFH Complaint Form HERE
- Email: complaints.reception@dffh.vic.gov.au
- Post: Complaints Unit, GPO Box 4057, Melbourne VIC 3001
- Phone: 1300 884 706 (Mon–Fri, 9am–5pm)
- In person: Level 20, 50 Lonsdale St, Melbourne VIC 3000
Receipt and Acknowledgement:
Confirmation is usually provided within 5 business days.
Assessment & Investigation:
Assessment usually happens within 10–20 business days. Investigation or resolution may take up to 60 business days for complex matters.
More information:
Refer to the factsheet provided below for more information.
