If you are dissatisfied with any service provided by DVLC, you may lodge a complaint. DVLC takes all complaints seriously, and will respond promptly.
Read the DVLC Complaints Policy here
Find our Complaints Form here.
Complaints Process for Students
- If you have a complaint, please approach a DVLC staff member to discuss the issue.
- If this does not resolve the matter, you are encouraged to submit a formal, written complaint using the DVLC Complaints and Appeals form on the website, or available from reception. Please ensure that you complete and sign the form, and add or attach any supporting details you think are necessary. There is no fee associated with lodging a complaint or appeal.
- Hand in your completed form at reception or give it to the Chief Executive Officer (CEO), or any other DVLC manager. You may also email your complaint to firstname.lastname@example.org or post your complaint to Diamond Valley Learning Centre, 1 Diamond Creek Road, Greensborough, VIC 3088. Using the postal service may delay the complaints process.
- You will be contacted by a DVLC staff member within 7 days of DVLC receiving your complaint. You may be requested to attend a meeting with DVLC, or may be advised of the progress of the complaint and the expected time to completion.
- You may bring a support person with you at any time, but you will need to cover any costs incurred yourself.
If you have not heard from us in more than 7 days of submitting your complaint, please call us on 9435-9060 and ask to speak to the CEO about your complaint.
- A DVLC staff member will contact you regularly with a progress report until your complaint has been resolved. If the complaint is likely to take longer than 60 days to resolve, DVLC will write to you to explain the situation and advise when it will be resolved.
- You will be notified in writing as soon as your complaint is resolved.
- If you are unhappy with the outcome of the complaint, or any decision made by DVLC about the complaint, you have 7 days to lodge an appeal. Please complete the DVLC Complaints and Appeals form and identify that this is an appeal. Add any relevant documents to the form and submit your appeal to DVLC as in point 3 above.
- You will be contacted within 7 days by the CEO or a DVLC manager, who will explain what will happen next.
- You will be notified in writing about the result of your appeal.
- If you are not satisfied with the appeal decision, you may choose to seek legal advice (at your own cost), or submit an application with an external dispute resolution process, or contact the Victorian VET Regulator:
The Dispute Settlement Centre of Victoria (DSCV) is a free dispute resolution and mediation service funded by the Victorian Government and may be able to assist in the resolution of any outstanding complaint or issue. Further information can be found at www.disputes.vic.gov.au/ or contact DSCV at:
Tel: 1300 372 888
The Victorian Registration and Qualifications Authority (VRQA) is the VET Regulator in Victoria. Further information can be found on at www.vrqa.vic.gov.au/complaints/. You can submit a complaint to them by completing an online complaint form or writing a letter and posting it to the VRQA at:
Level 4, Casselden Building
2 Lonsdale Street
Melbourne Vic 3000