Collecting information and preparing a complaint

Before you make a complaint, it’s a good idea to collect any information and evidence you have and prepare what you want to say.

Here are 4 tips to help you.

Tip 1: Keep a written record

It can be very helpful to keep a written record (like a diary) of everything that has happened with your complaint issue. Your written record should include dates and details about:

• The incident or incidents you are complaining about
• Any conversations you have had with prison staff about the issue
• Any complaints you have made to prison staff or Corrections Victoria, including who you spoke to and what the response was

Tip 2: Collect any evidence or documents

It can also be very helpful to keep copies of any documents or evidence you have that support your complaint. Some examples are:

• If you are complaining about Corrections rejecting a request you made, keep a copy of any letters from Corrections about the rejection
• Copies of any letters from the prison or Corrections Victoria responding to a complaint you have made
• Copies of any personal or health records that have been shared without your consent

Tip 3: Think about what you want to say

Before you make your complaint (whether it’s in person, in a letter or over the phone), it’s a good idea to sit down and think about what you want to say first.

Below are the points you should cover when you are making a complaint. You could start by writing notes to answer each of these points. This information could then be turned into a letter, read over them before a conversation or even keep them with you at the conversation.

Things to cover in any complaint:

• Say that you want to make a complaint – these words are important to make sure the complaint process gets started
• Your personal and contact details
• What you want to make a complaint about
• Date or dates of when the issue happened
• What happened, in your own words – make sure you give details about what the prison or staff member did or didn’t do;
• If possible, the name, job position and contact details of the person your complaint is about
• Any detail about the background or lead up to the issue
• If relevant, the name and contact details of any witnesses
• The impact of the issue on you
• Any evidence or documents backing up your complaint, including the impact on you
• What would make things right for you

Things to also cover if you are complaining to an external complaint body:

• Any steps you took to raise the issue with the prison, including dates you made a complaint
• Any evidence of your complaint to the prison
• Any response you got from the prison after you complained
• What outcome you are hoping for by making an external complaint

Important: the more information you provide in your complaint, the less delay there will be from people having to get more information from you.

Tip 4: Think about what help you need to make a complaint

There may be reasons you need some help with making your complaint, like:

• You find it hard to read or write
• English is not your first language
• You have a cognitive impairment (like an ABI or intellectual disability)

It is the prison’s job to make sure that you have the help you need to make a complaint. They should provide an interpreter or staff member to help you make a complaint – let them know what you need.

If you are making a complaint to an external complaint body, you can ask for an interpreter or disability supports.

You could also consider asking someone else to make a complaint on your behalf, like a partner, family member or support worker. Most external complaint bodies allow this, but they will need your consent.