Complaints
The complaints process is not an appeals system or a vehicle to criticise policy
The grants complaints management process outlined here is not:
- An appeals system against properly arrived at decisions
- A vehicle to address criticisms about Government policy, levels of funding or the types of arts programs funded
In this regard, the investigation of a complaint may review the decision-making involved with a particular grant application to ensure that correct procedures have been followed, but the investigation will not reassess or review the merit of the application or overturn a funding decision.
Why does Arts Victoria have a grants complaints management process?
To:
- Deliver good customer service by providing our clients with a process to make an official complaint
- Establish a supportive framework for our staff and organisation to manage dissatisfied clients
- Improve our performance by identifying short-comings and correcting them, where appropriate
- Ensure that criticisms and complaints are examined and that a formal organisational response is provided to the complainant
- Assist process transparency
What does the Arts Victoria grants complaints management process address?
- Dissatisfaction (ie a complaint) with the level, quality or timeliness of the service, or with the advice/communication provided by Arts Victoria
- An allegation that there was a failure to comply with Arts Victoria grants assessment processes
- Dissatisfaction with some other aspect of the Arts Victoria grants assessment process
The complaints process
Informal verbal complaint
If you are not satisfied with the service you have received, or you have a problem with some aspect of the Arts Victoria grants management process, in the first instance you should contact the Arts Victoria staff member you dealt with. It is the Arts Victoria staff member's responsibility to attempt to clarify problems with their clients.
However, if you believe your first point of contact in Arts Victoria is unable to assist you, you may wish to contact their supervisor.
Depending on the nature of the dissatisfaction, or progress in dealing with it, you may be asked by the Arts Victoria staff member (or their supervisor) to submit a formal complaint (see below), and be given a copy of this procedure statement.
Formal Complaint
If you are not satisfied with the response to your informal verbal complaint, you may wish to make a Formal Complaint. Formal Complaints must:
Your complaint letter will be acknowledged, and a full response provided as soon as practicable. The Director, Arts Victoria will either investigate the matter personally, or delegate a senior Arts Victoria staff member, who is either not involved with funding or grants management, or not involved with the particular funding program involving the complaint, to investigate and advise. In some cases further information may be requested from you, or a meeting arranged to discuss your complaint prior to a written response being provided to you.
Once a formal complaint has been made, the complainant should only contact the Director, Arts Victoria, or the person delegated to consider the complaint. No further contact should be made with the relevant Arts Victoria staff member about the matter.
Freedom of Information and Information Privacy
Arts Victoria, through the Department of Premier and Cabinet, is subject to the provisions of the Freedom of Information Act 1982 (FoI Act), under which any member of the public can request access to documents held by state government agencies. This may include information contained in, or incidental to, applications for funding or complaints about grants processes.
The FoI Act requires that requests for access to documents involving a third party, such as a funding applicant or complainant, be referred to the relevant third party for comment before they are released. The Act also provides that certain documents, or parts of documents, may be exempted from release.
All personal information provided to Arts Victoria is treated in accordance with the Information Privacy Act 2000 and the Public Records Act 1973.