What can I do if I’m unhappy about a decision made by the VLSB?

If you are unhappy with the VLSB’s decision about a complaint you made, you may be able to ask for an internal review.

You must ask for an internal review within 30 days of the date you were told about the VLSB decision.

When can you ask for an internal review?

You can ask for an internal review about:

• A decision by VLSB to close your complaint after their initial assessment
• A formal determination made by VLSB from your complaint
• A decision by VLSB to close your complaint when an investigation was started but they decided not to take disciplinary action

VLSB will not allow an internal review for:

• Cases where there has already been an internal review (including decisions made during any previous internal review)
• Decisions relating to complaints that are involved in a court or VCAT hearing (or are about to be involved in a court or VCAT hearing)
• Decisions not to extend the time limit on some complaints (like bill disputes)
• Decisions not to conduct an internal review

Requesting an internal review

You can request an internal review by:

• Speaking to the VLSB staff member who made the decision to let them know you want an internal review
• Phone
• Writing a letter

By phone

Anyone can call VLSB from 9am – 5pm on weekdays:

• Call (03) 9679 8001
• Ask to speak with the Quality Assurance and Review Team

Calling this number is not free of charge. You will need to add the VLSB to your phone list.

Writing a letter

You can write to the VLSB using the following address:

Quality Assurance and Review Team
Victorian Legal Services Board
GPO Box 492
Melbourne, VIC 3001

Mail to the VLSB is not free of charge and is not exempt mail. This means it can be opened routinely by prison staff.

Email

• consumerenquiry@lsbc.vic.gov.au
• Address it to the Quality Assurance and Review team

What to include in your request for an internal review

When asking for an internal review, you should include information about:

• What you believe the VLSB have done wrong
• What outcome you want from an internal review
• Any evidence you want them to include in the internal review

What happens after I request an internal review?

After VLSB gets your request for an internal review, they will make an initial assessment. This is where they decide if they will do an internal review. They will also let the lawyer or legal service know that you have asked for an internal review.

If the VLSB decide not to go ahead with the internal review, they will let you and the lawyer or legal service know.

If the VLSB decide they will go ahead with the internal review, they will decide on a focus for the review. They will then consider the original decision and look into whether it was an appropriate and reasonable decision.

After finishing the review, the VLSB will:

• Confirm the original decision (the original decision stands); or
• Make a new decision (that will replace the original decision); or
• Refer the decision back to the original decision maker to reconsider their decision; or
• Not make any decision (for example, if you withdraw your internal review request, or court proceedings start about the complaint, or VLSB don’t receive enough information or participation to continue).

The VLSB will give you reasons for any outcome of the review, and information about any other options available to you.

Source: VLSB website