Victoria - Get help

    Abuse and neglect

    If you are in immediate danger, call Triple Zero 000 for police assistance.

    The National Disability Abuse and Neglect Hotline is a telephone service for reporting the abuse or neglect of people with disability.

    Phone the hotline Monday to Friday on 1800 880 052 from 9.00 am to 7.00 pm.
    Callers who are deaf or have a hearing or speech impairment can contact the National Relay Service (NRS) by calling 1800 555 677 then asking for 1800 880 052

    Email the National Disability Abuse and Neglect hotline at This email address is being protected from spambots. You need JavaScript enabled to view it.

    Reporting child abuse and neglect in Victoria

    Child Protection contacts - business hours 8.45 am - 5.00 pm (Monday - Friday)
    North Division Intake - 1300 664 977
    South Division Intake - 1300 655 795
    East Division Intake - 1300 360 391
    West Division Intake - Rural and regional only - 1800 075 599
    West Division Intake - metropolitan only - 1300 664 977

    After hours ring Child Protection Emergency Service - 13 12 78
    5.00 pm - 9.00 am Monday - Friday
    24 hours on weekends and public holidays

    Advocacy

    CYDA does not provide individual advocacy. Individuals and families can contact one of the organisations listed below for assistance or they can contact CYDA for other providers of individual advocacy.

    It is vital that young people and families continue to contact CYDA and tell us about their experiences. This insight and knowledge informs us about change that is occurring and identifies areas where systemic changes are required. CYDA can be contacted by phone on 03 9417 1025 or 1800 222 660 (regional or interstate) or via the contact us section of this website.

    Discrimination

    Try to resolve first with the organisation or the person is discriminating against you and if you cannot resolve the issue, you can complaint to the Victorian Equal Opportunity and Human Rights Commission.
    You can lodge your complaint online Online-Complaint-Form
    You can call 1300 292 153
    Or download the complaint form.
    Visit the Victoria Equal Opportunity and Human Rights Commission to view the complaint process making-a-complaint

    You can also make a complaint to the Australian Human Rights Commission no matter where you live in Australia.
    You can complete the online complaint form or download the form make-a-complaint
    Telephone: (02) 9284 9600
    National Information Service: 1300 656 419

    Disability legal services

    You can get free legal advice for disability discrimination.

    AED Legal Centre

    • Phone: (03) 9639 4333
    • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
    • Website: AED Legal Centre

    Disability Discrimination Legal Service

    • Phone: (03) 9654 8644
    • Country: 1300 882 872
    • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
    • Website: Disability Discrimination Legal Service

    Villamanta Legal Service

    • Phone: 03 5229 2925 or toll free: 1800 014 111 (for people with a disability)
    • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
    • Website: Villamanta Legal Service

    Education

    Complaints about childcare or children's service

    1. Speak with the childcare or child’s services first. It's their responsibility to deal with all complaints and to notify the Department, if required. The child service must also tell the Department within 24 hours if your complaint alleges that:
      • A child's health, safety or well-being has been compromised
      • The relevant legislation has been contravened.
    2. You can also make a complaint directly to the Department contact your closest regional office when:
      • The safety, health or well-being of a child or children was or is being compromised while that child or children is or are being educated and cared for by the approved education and care service
      • The relevant legislation has been contravened.

    Complaints about governments schools

    1. Speak to your school first. They will work with you to fix the issue.
    2. If you are still unhappy with the result, contact your closest regional office
    3. Explain the issue, the Department staff member will help record your complaint and explain the steps they will take. You need to give the Department staff member time to speak with the principal and anyone else involved with the issue. If the issue is complex it could take a little longer to work through.
    4. If you are still unsatisfied with the result, contact the Central office
      The central office team will work to resolve the issue or refer eligible complaints to the Independent Office for School Dispute Resolution Independent Office for School Dispute Resolution
    5. If you are still unhappy with the result, you can contact the Victorian Ombudsman on (03) 9613 6222 or regional areas 1800 806 314
    6. If you have a concern about a principal, and do not want to raise it directly with the principal, contact your closest regional office

    You can have a support person who may be another family member, a friend, community member or from a support agency providing individual advocacy.

    Complaints about independent schools, home school, Registered Training Organisation, a non-school senior secondary provider, apprenticeships or traineeships

    1. Speak with the education provider first and make a formal complaint. This is a prerequisite prior contacting the Victorian Registration and Qualifications Authority VRQA
    2. If you are still unsatisfied contact the Victorian Registration and Qualifications Authority VRQA
      • Complete the online form
      • Send a letter to Manager, Complaints Unit
      VRQA, GPO Box 2317, Melbourne VIC 3001
      • Complaint in person: Level 4, Casselden, 2 Lonsdale Street, Melbourne Vic 3000
      • Call 03 9637 2806

    Complaints about higher education

    1. Make an internal complaint directly to your higher education provider
    2. If you are still unsatisfied with the decision you can appeal the decision with your higher education provider
    3. If you disagree with your provider’s internal appeal decision, you can ask for your complaint to be reviewed by an external body chosen by your provider.
    4. If you are still not satisfied with the outcome after the external review, you can contact:
      • Ombudsman Victoria and make a complaint online or call (03) 9613 6222 or toll free (regional areas only) on 1800 806 314

    Employment

    You can make a complaint about discrimination related to employment to the Fair Work Commission. Discrimination occurs in the workplace when an employer takes adverse action against an employee or prospective employee because of a protected attribute.

    Discrimination can happen:

    •  to someone applying for a job as an employee
    •  to a new employee who hasn't started work
    • to an employee at any time during employment.

    If you've lost your job, contact the Fair Work Commission first if you think you were sacked because of:

    • discrimination
    • a reason that is harsh, unjust or unreasonable
    • Another protected right.

    You can contact the Fair Work Commission by telephone between 9 am and 5 pm, Monday to Friday, on 1300 799 675 or out of hours emergency number on 0438 244 996 
    The Fair Work Commission has offices in all capital cities and some regional areas where you can write, visit or email them. Visit Fair Work Commission Victoria for more information
    Melbourne office: Level 4, 11 Exhibition Street, Melbourne, Vic, 3000
    Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

    Complaint about a disability employment service provider

    The Complaints Resolution and Referral Service is a free service for people with disability. Complaints can be made by clients of services funded by the Department of Social Services (DSS) under the Disability Services Act (1986). These services include:

    • Disability Employment Services (DES)
    • Australian Disability Enterprises (ADEs)
    • Advocacy Services (funded by DSS).

    To make a complaint:

    • Call 1800 880 052 (toll free)
    • Callers who are deaf or have a hearing or speech impairment can contact the National Relay Service (NRS) by calling 1800 555 677 then asking for 1800 880 052
    • Callers from a non-English speaking background can use the Translating and Interpreting Service (TIS) by calling 13 14 50
    • Submit your complaint via Online Complaint Form

    Complaint about Job Active providers

    Talk to your jobactive provider first to try to resolve your concerns.

    If you feel you can’t talk to your jobactive provider, or you are still not happy, you can contact the Employment Services National Customer service Line on 1800 805 260 (free call from landlines) or email This email address is being protected from spambots. You need JavaScript enabled to view it.

    You can also fill in the Department of Education, Skills and Employment the Complaints, Compliments and Suggestions form 

    Health

    Speak first with your health service provider to address the concerns. 
    If you are still unsatisfied with the health service provider lodge a complaint to the Health Complaints Commissioner

    online: fill out the online complaint form 

    call 1300 582 113

    in person or via mail visit or write at Level 26, 570 Bourke Street, Melbourne Victoria 3000.

    If you need an interpreter, call us via TIS National on 131 450, if you are deaf, hard of hearing or speech impaired, contact the Health Complaints Commissioner via the National Relay Service.

    Mental health complaints

    The Mental Health Complaints Commissioner (MHCC) is an independent, specialist body to resolve complaints about Victorian public mental health services for issues such as access, care and treatment. Call 1800 246 054 or 03 9032 3328, email This email address is being protected from spambots. You need JavaScript enabled to view it.  or in person or mail Level 26, 570 Bourke Street, Melbourne VIC 3000. If you are Deaf, or have a hearing or speech impairment, you can contact through the National Relay Service giving the MHCC number 1800 246 054

    NDIS

    The National Disability Insurance Scheme (NDIS) website is regularly updated with new information. Visit the NDIS website.

    You can also contact the NDIS directly by phone  or contact Early Childhood Early Intervention providers, Local Area Coordinators, or NDIS through the NDIS directory.

    If you have a concern or complaint about the NDIS, try to resolve them with the NDIA first. This is usually the quickest way to resolve a complaint.
    You can complain to the NDIA via e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it.or by phoning 1800 800 110. Allow the NDIA 21 working days to respond to your complaint.

    Contact the Commonwealth Ombudsman if you are not satisfied with the NDIA’s response to your complaint.

    • Use the online form to submit your complaint
    • You can also call 1300 362 072. If you are hearing, sight or speech impaired, you can contact  through the National Relay Service:
      TTY users phone 133 677 then ask for 1300 362 072.
      Speak and Listen users phone 1300 555 727 then ask for 1300 362 072.
      Internet Relay users connect to the National Relay Service then ask for 1300 362 072.
      Check out the Commonwealth Ombudsman page in relation to complaint process 

    Make a complaint about an NDIS Provider, Local Area Coordinator or Early Childhood Early Intervention Partner

    If you are in New South Wales, South Australia, Australian Capital Territory, Northern Territory, Queensland, Tasmania and Victoria, and have a complaint about a support or service you have received under the NDIS, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or you can submit your complaint online through the Complaint Contact Form 

    Make a complaint about an unregistered NDIS providers

    The NDIS Commission can support people to make a complaint directly to a registered or unregistered NDIS provider. Unregistered provider should have a complaint resolution process therefore ask your support or service provider about it.
    The NDIS Code of Conduct applies to:

    • registered NDIS providers
    • unregistered NDIS providers
    • NDIA community partners - LAC and ECEI providers
    • providers delivering information, linkages, and capacity building activities 

    Redress support services

    Redress Support Services have been funded by the Australian Government to provide information and practical assistance for people applying to the National Redress Scheme, and emotional support as necessary. These services can be called direct or visit their website for information on how they can assist. CYDA can also be contacted for advice on the services provided by other Redress Support Services.

    National

    • Blue Knot Foundation - 1300 657 380 Counselling and support for people who have experienced child sexual abuse https://www.blueknot.org.au/   
    • Bravehearts - 1800 272 831 Counselling and support for people who experienced child sexual abuse https://bravehearts.org.au 
    • Care Leavers Australasia Network - 1800 008 774 Support and advocacy for Care Leavers www.clan.org.au 
    • Child Migrants Trust - 1800 040 509 Social work services and counselling for Former Child Migrants https://www.childmigrantstrust.com 
    • Child Wise - 1800 991 099 Trauma informed telephone and online counselling for childhood abuse https://www.childwise.org.au 
    • Healing Foundation – 02 6272 7500 Service to help build the capacity of Indigenous organisations and support the development of the Link Up network https://healingfoundation.org.au 
    • In Good Faith Foundation - 03 9326 1190 Independent advocacy, case work, referral and support for people who have experienced abuse, their families and communities responding to religious institutional abuses http://igff.org.au/  
    • MensLine Australia - 1300 78 99 78 National telephone and online support, information and referral service for men with family and relationship concerns https://mensline.org.au 
    • People with Disability Australia - 1800 422 015 / TTY: 1800 422 016 National telephone line to provide information and referrals to people with disability https://pwd.org.au 
    • Rape and Domestic Violence Services Australia - 1800 211 028 National telephone counselling service for people who have experienced abuse. Face to face counselling is available in New South Wales www.rape-dvservices.org.au 
    • Tzedek - 1300 893 335 Advocacy, referral and support for people who have experienced religious/clergy abuse, with a focus on the Jewish community www.tzedek.org.au 

    Victoria

    • Open Place - 1800 779 379 / 03 9421 6162 Counselling and support programs for Forgotten Australians and Former Child Migrants, their families and carers to help them recover from their trauma http://www.openplace.org.au 
    • Drummond St Services Inc - 03 9663 6733Specialist recovery and wellness services including counselling and support for people who have experienced child sexual abuse https://ds.org.au/ 
    • Victorian Aboriginal Child Care Agency - 03 9459 7030Provides counselling, healing and culturally appropriate support for Indigenous Australians www.vacca.org 
    • Relationships Australia Vic - 1800 052 674 / 1300 364 277 Support, information and referral, and counselling for people who have experienced child sexual abuse https://www.relationshipsvictoria.com.au