Complaints Management Procedure

1. Purpose

The SEC Complaints Management Procedure sets out the requirements for managing complaints directly related to a procurement process.

2. Complaints Management Process

Lodging a Complaint

The complaint should be in the form of an email to the Head of Procurement sec.procurement@secvictoria.com.au and include the following:

• a concise statement setting out the specific details for the complaint.
• specific details of how the complaint may impact the person or organisation making the complaint.
• any relevant background information including prior actions or correspondence involving our organisation.
• copies of all relevant documentary evidence supporting the complaint.

Written complaints should be received within five working days of the complainant’s initial contact regarding the complaint.

Acknowledgement and Recording of Complaint

• Receipt of the complaint   will be acknowledged by the SEC within five working days.
• The SEC will appoint a   person independent to the Procurement Activity to investigate the complaint   who has the appropriate knowledge of procurement policies and relevant   processes. The complaint is recorded on SEC’s Procurement SharePoint Site.

Complaint Investigation Process and Timeline

• If information provided   is sufficient then within twenty 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.

Complaint Outcome

• The complainant is   provided with the complaint outcome and the SEC will record the complaint   outcome on SEC’s Procurement SharePoint Site.

Escalation

• A complainant may refer   their complaint to the Victorian Government Purchasing Board (VGPB) for   review if not satisfied with the proposed resolution provided in the   complaint outcome findings of our organisation.
• Complaints submitted to   the VGPB must be lodged by letter or email within 10 working days of receipt   of the findings by the organisation to:
  • The Chair
    Victorian Government Purchasing Board
    Department of Treasury and Finance
    GPO Box 4379
    MELBOURNE VIC 3001
    Email: vgpb@dtf.vic.gov.au