Tender Complaint Management Procedures
The Department of Innovation, Industry and Regional Development (DIIRD) is
committed to ensuring that its tender processes work effectively and fairly for all
DIIRD has developed this Tender Complaint Management Procedure to ensure that
any tenderers who may have concerns with a tender process managed by DIIRD can
contact the appropriate people and have their concerns addressed.
If, as a tenderer, you have a concern with a DIIRD tendering process, you should
contact the Manager Risk, Audit and Probity Services, Governance Services Branch
in DIIRD in the first instance (tel. 9651 9069). In broad terms, the process for raising
concerns involves seeking resolution with the Manager Risk, Audit and Probity
Services, escalating to the Accredited Purchasing Unit in DIIRD if necessary and with
the Accountable Officer of the Department if you or the Department still have not
been able to satisfactorily resolve the issue.
If all avenues within the Department have been pursued and a satisfactory outcome
has not been reached, you may wish to take the matter to the Victorian Government
Please note, these tender complaint management procedures apply to the processes of
tendering, not the contract management period. The resolution of complaints and
disputes during the period of a contract are subject to the conditions of contract and
may include conciliation, arbitration and legal procedures.
How to raise a complaint
If you have a concern regarding a tender process managed by DIIRD, please follow
the steps below so that your concerns can be addressed readily.
1. Lodge your complaint:
1.1 Initially, you should lodge your complaint with the Manager Risk, Audit and
Probity Services, Governance Services Branch in the Department.
1.2 Your complaint should be in writing and include:
your details (name, company, postal address and email address etc.); and
a concise statement regarding the nature of the complaint.
1.3 The Manager Risk, Audit and Probity Services may contact you to discuss your
complaint if clarification is required.
1.4 The Manager Risk, Audit and Probity Services will advise you in writing of the
outcome of his/her investigations within 5 working days from the date the
complaint was received. At this time, he/she will also advise you what to do if
you are dissatisfied with the outcome of the complaint, that is, you may request
that the matter be referred to the Department’s Accredited Purchasing Unit for
2. What will the Accredited Purchasing Unit (APU) do?
2.1 The APU will consider any complaint referred to it after satisfying itself that the
Department’s complaints management processes has been followed. It may seek
further information from you to assist in resolving the matter.
2.2 The APU will advise you in writing of the outcome of its review within 10
working days from the date your complaint was referred to it for consideration.
2.3 If the APU cannot resolve the issue, you may request that the matter be referred
to the Department’s Accountable Officer for further consideration.
3. What will the Accountable Officer do?
3.1 The Accountable Officer will consider any complaint forwarded to him/her in
accordance with these procedures. He/she may seek further information from
you to assist in resolving the matter.
3.2 The Accountable Officer will advise you in writing the outcome of his/her review
within 10 working days from the date your complaint was referred to him/her for
3.3 The Accountable Officer will also advise that if you are still dissatisfied with the
outcome of the review, you may address the matter to the Victorian Government
Purchasing Board for further consideration.
4. What will the Victorian Government Purchasing Board (VGPB) do?
4.1 The VGPB will only consider complaints that have been handled in accordance
with the Department’s complaints management procedures.
4.2 If you have not been satisfied with the outcome of reviews conducted within
DIIRD, you should lodge your complaint in writing to:
The Executive Officer
Victorian Government Purchasing Board
Level 5, 1 Treasury Place
MELBOURNE VIC 3002
4.3 If you would like the VGPB to conduct a review, you will need to include:
a concise written statement regarding the nature of the complaint;
documentation showing that the Department’s complaints management
processes have been followed; and
a copy of all relevant correspondence with the Department in relation to your
4.4 The Executive Officer will review the documentation in relation to your
complaint and may seek further information from you before requesting a
report on the matter from the Chairperson of the Department’s APU.
4.5 Finally, you will receive written advice of the Board’s findings as soon as
possible after its decision is made.
If you have any queries regarding this process, please contact the Manager Risk,
Audit and Probity Services, Governance Services, on 03 9651 9069 or in writing to
GPO Box 4509, Melbourne, Victoria 3001.