PRS Board Complaints Policy

Introduction

The purpose of this policy is to outline the process for handling complaints with the Police Registration and Services Board (PRS Board).

The PRS Board views complaints as a valuable opportunity to review and improve our services and is committed to handling your complaints in a way that is:

  • fair,

  • accessible,

  • timely, and

  • confidential.

 

What can I complain about?

You can lodge a complaint about the quality of PRS Board’s administrative processes or services or the conduct of a PRS Board officer.

 

What complaints cannot be dealt with?

The PRS Board cannot deal with complaints relating to decisions of the Board.

If you are seeking a review of a decision of the Board, then you can seek a judicial review of the decision via the Supreme Court of Victoria. 

 

How can I make a complaint?

You can make a complaint in writing by email, mail or fax. All complaints should be addressed to:

General Manager                              

Police Registration and Services Board

Level 6, 155 Queen Street

Melbourne VIC 3000

Email: complaint@prsb.vic.gov.au

Fax: 9600 4280

 

How will the Board respond to your complaint?

The PRS Board will endeavour to respond to your complaint as soon as possible. An acknowledgement will be given within three business days of receipt of your written complaint. If your complaint is complex or requires additional time for investigation, the Board will keep you informed of progress.

The Board will handle your complaint in a confidential and unbiased manner.  The Board will notify you of the outcome of your complaint including reasons.

 

If I am not satisfied with the response, what further avenues of review are available?

If you are not satisfied with the way your complaint has been handled by the PRS Board, you can contact the Victorian Ombudsman.

For complaints relating to privacy, you can lodge a complaint with the Privacy and Data Protection Commissioner. For further information, please refer to the PRSB Privacy Statement.