1. Purpose
The Portable Long Service Authority (the Authority) is committed to providing high quality customer service and an efficient and effective complaints process.
We acknowledge that everyone has the right to complain about our actions, decisions and services. We value complaints and see them as opportunities to improve.
2. Scope
A complaint is defined as an implied or express statement of dissatisfaction where a response is sought, reasonable to expect or legally required.
Feedback is a compliment, criticism, comment or suggestion where a response is not sought or not reasonable to expect.
The key difference between a complaint and feedback is the reasonable expectation of a response.
This policy and procedure document applies to staff managing or receiving complaints from the public, made to or about the Authority, regarding its Schemes, services, complaints handling, staff and contractors.
It includes dissatisfaction with:
- customer service
- actions or decisions
- inaction or delay
- policy or processes.
3. Out of scope
While all complaints made directly to the Authority will receive an acknowledgement or receipt, some matters may be more appropriately addressed through other established processes. Examples include:
- Complaint is feedback in nature, as defined in section 5.
- Freedom of Information requests.
- Initial requests for a service or action.
- Victorian Civil and Administrative Tribunal (VCAT) reviews in accordance with the Long Service Portability Act 2018 (the Act) and the Victorian Civil and Administrative Tribunal Act 1998.
- Administrative review process e.g. applications for judicial review.
- Complaints unrelated to the operations of the Portable Long Service Authority, such as traditional long service leave, and complaints relating to another jurisdiction.
- The complaint is more appropriately investigated by another body (e.g. Fair Work Commission)
- Legal proceedings, unless a complaint is made in relation to the actions taken by the Authority and its Contractors.
- Internal employee grievances.
- Public Interest Disclosures in accordance with the Public Interest Disclosures Act 2012 and the Public Interest Disclosure and Corrupt Conduct Policy.
4. Complaints Management principles
Commitment - We are committed to receiving and resolving complaints. We value complaints and recognise they are part of our core business, serving our community and improving our services.
Accessibility – Any person can complain simply, and staff actively assist them to navigate the complaints process.
Transparency - We make it clear how to complain, where to complain and how the complaint will be handled. The steps taken to respond to a complaint are recorded.
Objectivity and fairness - Complaints are dealt with courteously, impartially, within established timeframes and are assessed on merit.
Privacy - Complaint information is handled according to privacy laws and other relevant legislation. We provide clear information about how we handle personal information. Complaint data is aggregated and de-identified prior to wider reporting.
Accountability - We are accountable internally and externally for our decision making and complaint handling. We provide reasons for decisions and ensure we are open to appropriate review processes.
Continuous improvement - Acting on, learning from, and using complaint data helps us identify opportunities for improvement.
5. Definitions
| Term | Definition |
| Authorised Representative | A person or organisation that has been given permission to act on an individual’s behalf or access information. |
| Complaint | An implied or express statement of dissatisfaction where a response is sought, reasonable to expect or legally required. |
| Complainant | An individual who expresses dissatisfaction in relation to the service, decisions or actions of an organisation. The complainant may engage an authorised third party to act on their behalf. |
| Contractors | Third parties instructed to undertake actions on behalf of the Authority, such as licensed mercantile agents and external solicitors. |
| Complaints Officer | A dedicated staff member within the Authority that manages and reports on complaints with impartiality. |
| Feedback | A compliment, criticism, comment or suggestion where a response is not sought, or not reasonable to expect. |
| Frontline Staff | Any staff within the Authority who are in direct contact with workers and employers. |
| Appeal | A review of the compliant conducted by a suitable independent senior member of staff. |
| Ministerial Complaint | A complaint made against a public sector agency, a minister or their staff |
| Public Interest Disclosure (PID) | A disclosure by a natural person of information that shows or tends to show that a person, public officer or public body is, has or proposes to:
|
| Portable Long Service Authority (The Authority) | An independent statutory body that administers the Portable Long Service Benefits Scheme in accordance with the Long Service Benefits Portability Act 2018 and Long Service Benefits Portability Regulations 2020. |
6. Roles and responsibilities
| Role | Responsibilities |
| Complainant | Provide all relevant and accurate information regarding their complaint to the Authority, including details of the issue and the outcome sought. Cooperate with staff in a considered and respectful manner. The Authority reserves its right to take appropriate action to manage a complainant’s impact on the wellbeing and safety off its staff. Inform the Authority of any circumstances or changes affecting the complaint, including if the complaint may be withdrawn. |
| Frontline Staff | Provide high quality customer service in their interactions with workers and employers, to prevent the likelihood of complaints. Receive and record complaints accurately and appropriately. Attempt early resolution with complainant and seeking support from team manager, where appropriate. Prompt referral to Complaint Officer, when early complaint resolution is not possible. Support complaint handlers in the investigation and management of complaints by providing accurate information and supporting documentation. |
| Complaint Officer | Receive complaints from frontline staff and through the online form. Identify opportunities for early complaint resolution if not already explored. Acknowledge receipt of complaint. Investigate the complaint and source relevant information from complainant and frontline staff. Ensure complaints are managed and resolved promptly, respectfully and impartially. Ensure complaints and outcomes are recorded accurately. Ensure any feedback found through the investigation of the complaint is passed on to relevant managers and escalated appropriately. Record any complaints received on the Complaints Register. Provide regular reports to the Registrar on issues and trends arising from complaints. Review and update complaints policy, procedure and process. |
| Managers and Team Leaders | Train and empower staff to identify and resolve complaints promptly in accordance with the Authority’ policies and procedures. Provide support to frontline staff in early resolution of complaints. Review, assess and act upon feedback from complaints reporting. Recognise and reward good complaints handling by staff. |
| Business Unit Leaders | Ensure any recommendations arising from complaints data are implemented where appropriate. Monitor resourcing needs to both prevent and manage complaints. Conduct internal review of complaint if required. |
| CEO/Registrar | Receive correspondence from the Ministers office. Exercising and empowering decision-making within the Authority in accordance with regulatory requirements. Providing leadership in demonstrating a commitment to the resolution of complaints made to the Authority. Ensuring there is an effective, timely, impartial, and just system for managing complaints. Foster a culture of accountability and continuous improvement. |
7. How to make a complaint
A complainant can make a complaint directly or via an authorised representative in the following ways:
Internet: Complaints web form on the Authority's website
Email: complaints@plsa.vic.gov.au(opens in a new window)
Phone: 1800 517 158(opens in a new window)
Mail: PO Box 443, Bendigo VIC 3552
8. Anonymous complaints
The Authority will accept anonymous complaints and will carry out an investigation of the issues raised, where there is enough information provided. Anonymous complaints will be treated as feedback and no response provided.
9. Complaints made to a Minister
An assumption is made that correspondence from the Minister's office is sent directly to the Chief Executive Officer/Registrar in the first instance. These complaints will be recorded in the Authority's Complaints Register by the Complaints Officer and will be investigated following the complaints procedure.
Complaints made directly to a Minister’s office and forwarded to the Authority for action, will be recorded in the Authority's Complaints Register by Complaints Officer.
The Minister’s office may request that the Authority provide background for the Minister to address the complaint or refer the complaint to the Authority to investigate and respond directly to the complainant.
Where the Authority receives a request for background information – The Complaints Officer will manage the complaint per the Authority's complaints management policy and procedure. As the complaint has not been made directly to the Authority, an acknowledgement will not be sent to the complainant. A response is to be provided to the Minister’s office in line with the timeframe specified in the request, via the Chief Executive Officer/Registrar.
Where a complaint is referred to the Authority to investigate and provide a response directly to the complainant – The Complaint Officer will manage the complaint per the Authority's complaints management policy and procedure. An acknowledgement should be sent to the complainant if the Minister's Office has not already informed them that the matter has been referred to the Authority, otherwise no acknowledgement is required. The acknowledgement sent to the complainant will confirm the issue has been referred to the Authority and will be investigated in line with the Authority's complaints policy and procedure.
Where the Authority is asked to provide background or investigate and respond to a complaint that falls outside the scope of this policy – If the Authority is asked to provide input or manage a response, the Complaints Officer will undertake a review of the complaint to determine if it falls outside the scope of this policy. If required, the complaint will be returned to the Minister’s Office with an explanation as to why it cannot be investigated and/or resolved as a complaint by the Authority.
10. Feedback
The Authority will respond to feedback, positive or negative, at the discretion of the Executive responsible for the Business Unit where the feedback was regarding, or where the feedback is most relevant. It is not expected that feedback, positive or negative, will be responded to formally. There will be a ‘Feedback’ option available on the online complaints form.
11. Accessibility
The Authority is committed to providing a complaints function that is accessible to everyone, particularly people who may require assistance.
If a complainant requires or prefers another person or organisation to assist them or represent them with their complaint, we will communicate through their authorised representative.
12. Complaint procedures
The Authority takes a five-tiered approach to complaint handling, as follows:
- Frontline resolution: frontline staff receive the complaint, assess it and manage it immediately, if early resolution possible. This may be with the support from or escalation to their manager or team leader.
- Complex complaint management: if early resolution of the complaint is not possible, they will refer the complaint to a dedicated Complaints Officer to investigate, manage and respond.
- Internal review: if the complainant is dissatisfied with the handling of or outcome of the complaint, they can request an internal review.
- Access to external review: we will inform the complainant of the option to refer their complaint for external review if they are dissatisfied with the complaints process or outcome of the internal review.
- Complaint closed: Complaint is closed and outcome recorded
Step 1: Receipt of complaint
A complaint may be received via the online complaints form, email, phone or by post. The following details will be recorded in the complaints form:
- Complaint reference number
- Date received
- Scheme
- Customer type (employer, worker)
- Complaint type
- Complaint summary
- Outcome sought
- Preferred method of contact
- Complaint status
- Resolved – satisfied (happy with outcome and does not wish for any further investigation or resolution). Escalated – first contact resolution not possible or customer wishes for further investigation or resolution.
- Outcome, if resolved at first contact
- Date of resolution, if resolved at first contact
- Team loading complaint
Step 2: Initial assessment/triage and acknowledgement
Once a complaint has been escalated to the Complaints Officer, they will undertake an initial assessment of the complaint to determine:
- validity of complaint (i.e. is it feedback or outside the jurisdiction of the Authority)
- complexity and urgency
- whether early resolution possible.
The Complaints Officer will acknowledge the complaint as soon as practically as possible, via the preferred contact method and will:
- clarify the details of the complaint and the outcome sought.
- explain high level complaints process and timeframes.
- advise who is managing complaint and contact details.
- attempt early resolution, where appropriate.
- update the complaints register accordingly.
Step 3: Complaint investigated
The Complaints Officer will undertake a full review of the complaint and management of the file within 14 days of complaint being received. This review may include:
- engagement with frontline staff to get an understanding of the complainant’s concerns and source any supporting documentation and information
- review of supporting documentation and information to determine whether actions on the file were in line with policies, procedures and regulations
- identification and recording of operational risk events, as needed
- consideration of possible outcomes.
Step 4: Solution and response
Once the investigation has been completed and any outcomes have been actioned, the Complaints Officer will aim to provide a response to the complainant within 45 days of receiving the complaint. The complainant will be notified of any delays with responding to the complaint. The response will be sent via the complainant’s preferred method of contact (email or mail) and will include:
- summary of complaint and outcome sought
- result of investigation
- outcome/solution
- any internal actions that may have been taken as a result of the complaint
- internal and external escalation options
- a timeframe of 14 days for the complainant to respond before the complaint is closed.
Step 5: Complaint closed
If there is no further contact received from the complainant, the complaint will be closed. This involves:
- recording the outcome of the complaint and ensuring reporting is up to date and accurate
- ensuring relevant documentation is uploaded to the customer file.
Appeal
Complainants have the right to request an appeal if they are dissatisfied with the complaint process, outcome or response. The appeal will consist of a review of the compliant, conducted by a suitable independent senior member of staff and where appropriate, will include:
- contact with the complainant to acknowledge the request and ask for any relevant supporting documentation
- full review of the file management, complaint handling, outcome and response
- actioning any updated outcomes, as required
- communication of the outcome of the internal review
- external escalation details as a final response, if the position is unchanged
- update of complaints reporting.
External review
If a complainant remains dissatisfied with the outcome after the internal review, they may seek an external review via relevant avenues for complaint or appeal. These may include:
- the Victorian Ombudsman
- specialist complaints bodies such as the Victorian Equal Opportunities and Human Rights Commission.
The Authority will cooperate with any external review requests from appropriate bodies, in line with applicable legislation and regulations.
Disengagement
Where practicable, the Complaints Officer will liaise with the complainant via their preferred method of contact. If contact is not established, the Complaints Officer will investigate and respond to the complaint with the information available, where possible.
13. Reporting
The Authority reviews and analyses complaint information, to assist in identifying trends, recurring problems and areas of opportunity. This reporting captures:
- number of complaints received
- number of complaints resolved
- response timeframes
- employer and worker complaints
- schemes
- team
- complaint type
- outcome type
- cost (including remediation and/or legal costs)
- operational risk events.
The Governance team will receive regular reporting to provide oversight of systemic trends, emerging issues and management actions.
Business Unit Leaders will receive aggregated complaint reporting on a quarterly basis.
The Audit and Risk Committee will receive an annual summary of complaints, including key themes, trends, and any significant issues.
14. Communication of procedure
This policy and procedure will be communicated and made available to all staff within the Authority on the staff intranet page. For transparency, the policy and procedure will also be available externally on the Authority's website.
15. Records management
Staff must maintain all records relevant to administering this policy and procedure in accordance with the Authority's document and records management policy.
16. Further information
Contact the Complaints Officer at complaints@plsa.vic.gov.au(opens in a new window) for further information.
17. Related policy, legislation and other documents
- Long Service Benefits Portability Act 2018 (Vic)
- Long Service Benefits Portability Regulations 2020 (Vic)
- PLSA Document and Records Management Policy
18. Policy management details
| Contact person | Manager, Corporate Governance |
| Version number | 1.2 |
| File reference | D23/106509 (to complete) |
| Approved by | Governing Board |
| Effective date | 24 April 2026 |
| Date amended last | 24 April 2026 |
| Review due date | 3 years from Date of last approval |
| In the event, this policy and procedure is not reviewed by the ‘Review due date’, the current version stays in effect. *Date of last approval is the date the authorising body last approved the policy and procedure with any consequential amendments. |
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