Complaints Management Process
SMCT places a high level of importance on the way it conducts procurement processes and how it interacts with the market. Complaints will be handled in a consistent, fair and transparent manner in accordance with the following process.
A person with an issue or concern about a procurement process should first address their concerns to the relevant contact person for the process. If the issue or concern cannot be resolved, a complaint can be lodged with SMCT’s Chief Governance Officer as outlined below.
Step 1: Complaint lodged and acknowledged
The complaint should be in the form of a letter or email and including the following documentation:
- A concise written statement clearly setting out the basis and specific details for the complaint
- How the subject of the complaint and the specific issues affect the person or organisation making the complaint
- Any relevant background information including prior actions or correspondence involving SMCT in relation to the issue
- The outcome desired by the person or organisation making the complaint
- Copies of all relevant documentary evidence supporting the complaint.
All documents pertaining to the complaint should be sent by letter or email to the following address:
Chief Governance Officer
PO Box 1159 Clayton, VIC 3169
Receipt of the complaint will be acknowledged by SMCT within five working days of receipt. A complaint investigator will be appointed who has appropriate knowledge of procurement policies and relevant processes.
Step 2: Complaint investigation process and timeline
If information provided is sufficient then within 20 working days the complaint will be investigated and a response provided in writing to the complainant.
If additional information is required, or the services of external parties are required to advise on elements of the complaint, there will be an extension of time. This will be based on the number of working days between the request for, and receipt of additional information and/or advice sought.
Step 3: Complaint outcome
The complainant is provided with the complaint outcome in writing.
Either the complainant accepts the finding or may refer their complaint to the Victorian Government Purchasing Board (VGPB) for review if not satisfied with the findings and actions of SMCT. This could be related to the management of the complaint or the application of supply policies (refer to the Victorian Government Purchasing Board).
Complaints submitted to the VGPB must be lodged by letter or email within 10 working days of the receipt of the findings by SMCT to the following address:
Victorian Government Purchasing Board, Department of Treasury and Finance, GPO Box 4379 Melbourne 3001
The complainant must provide the VGPB with the following material:
- Evidence that SMCT did not correctly apply supply policies in relation to a procurement activity
- Evidence that SMCT’s complaints management procedures were not applied correctly
- A copy of all relevant correspondence between the complainant and SMCT in relation to the nature of the complaint
- Any additional material requested by the VGPB to assist it in its findings.
Other government bodies that may be able to assist include the Office of the Ombudsman or the Office of Small Business Commissioner.