Making a Complaint

The VCAA takes complaints seriously and is committed to responding to complaints in a timely, thorough, and fair manner.

If you wish to make a complaint about the VCAA, you can send your complaint via email to vcaa@education.vic.gov.au.

Please provide as much relevant information as possible, including:

  • relevant dates, places and times
  • a description of the incident or problem
  • details of any phone conversation or meetings
  • details of who you have contacted previously and their response/s
  • any explanations that you think are important
  • copies of correspondence and any other relevant documents (if appropriate) – keep the originals
  • if you are complaining on behalf of someone else explain your relationship to that person, and proof of their authorisation to complain on their behalf
  • the outcome you seek
  • any other information you wish to be considered.

Responding to your complaint

You will receive acknowledgement of receipt of the complaint within 5 business days and will be advised of the progress of the complaint within 10 business days of receipt. A response to the complaint will be provided within 20 business days of receipt.

If the complaint is complex, this initial 20-day period may need to be extended to allow for the necessary investigations to take place.

Please refer to the following sections of the VCE Administrative Handbook

  • Administrative information: Schools and providers.
  • Student appeals against school decisions about breaches of VCAA rules.
  • Special Provisions
  • Review by an Appeal Committee
  • Final results for information about VCE examination score review

Complaints relating to the collection or handling of personal or health information are dealt with pursuant to procedures set out in the VCAA’s privacy policy.

Anonymous complaints will be accepted. However, it may not be possible to investigate the matters thoroughly without sufficient information. It will not be possible to provide a response to an anonymous complainant.

The VCAA may decline to consider an unreasonable complaint. An unreasonable complaint is one that is vexatious, trivial or frivolous in nature, such as a complaint that is an abuse of the complaint process or not made in good faith

If your complaint is outside of VCAA jurisdiction, the VCAA may suggest another body or bodies that may be able to assist you.

The VCAA is not a body that may receive protected disclosures, pursuant to the Protected Disclosures Act 2012 (Vic). A disclosure about the VCAA, or one of its employees, officers, staff or board members should be made to the Independent Broad-based Corruption Commission.

Level 1, North Tower
459 Collins Street
MELBOURNE VIC 3000

1300 735 135
Fax: (03) 8635 6444

If you are not satisfied with the VCAA’s response to your complaint, you may wish to seek advice from other bodies, including:

Ombudsman Victoria 
Level 2, 570 Bourke Street
MELBOURNE VIC 3000

+61 3 9613 6222
Toll Free (regional only): 1800 806 314

Interpreter services:
Via telephone - 131 450
TTY (teletypewriter):
Call 133 677 then 03 9613 622
Speak and Listen users: Call 1300 555 727 then 03 9613 6222

Victorian Equal Opportunity and Human Rights Commission
Level 3, 204 Lygon Street
CARLTON VIC 3053

1300 891 848
Hearing impaired (TTY): 1300 289 621
Interpreters: 1300 152 494

Office of the Victorian Information Commissioner 
PO Box 24274
MELBOURNE VIC 3001

Local call within Australia: 1300 666 444 (Privacy)
Local call within Australia: 1300 842 364 (Freedom of Information)