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Making a complaint

We welcome hearing from you, whether it's a complaint, enquiry, feedback or you have an objection to a minerals licence application. We'd like the opportunity to help you.

Our commitment to you

We are committed to having an effective complaints management system that meets the needs, expectations and rights of our stakeholders.

What types of complaints do we manage?

We manage complaints about licensed Earth Resources Regulation (ERR) sites or about sites operating illegally without approval.

We also manage complaints about the actions or decisions of an ERR employee who is not an Authorised Officer.

Complaints typically involve allegations about licence holders not complying with legislation, conditions, work plans or other relevant requirements.

Can I make an anonymous complaint?

No. If you don't give us a way to contact you, we are unable to investigate your complaint further.

We will not disclose your name or personal details when investigating a complaint.When submitting a complaint you must include one of the following so we can contact you:

  • email address
  • telephone number
  • street address.

Complaints we don't manage

We don't manage complaints about:

The role of Inspectors

In Earth Resources Regulation an Inspector is an authorised officer who carries out regulatory duties under legislation administered by the department.

Learn more about our Authorised Officer Complaints Management Policy

How to lodge your complaint

You can lodge a complaint using our online form, by post, telephone, in writing, or in person.

In person or by post

You can submit your written complaint at your local Earth Resources Regulation office.

Melbourne office
Earth Resources Information Centre
Level 15, 1 Spring Street
Melbourne VIC 3000

Ballarat office
402 Mair Street
Ballarat Central VIC 3350

Benalla office
89 Sydney Road
Benalla VIC 3672

Bendigo office
Midland Highway
Epsom VIC 3551

Traralgon office
55 Grey Street
Traralgon VIC 3844

Melbourne office operational information
Opening hours: Monday to Friday 9:00am to 5.00 pm (excluding public holidays)

By telephone

Phone: 1300 366 356

How we manage your complaint

We will manage your complaint by:

  • Providing you with an acknowledgment advising we have received your complaint
  • Assessing the nature of your complaint.
  • Classifying and identifying the priority of your complaint.
  • Reviewing the complaint against public safety, environmental and legislation requirements
  • Investigating your claims against compliance requirements using a variety of methods that may include inspections and audits.
  • Closing the complaint.
  • Advising you of the outcome.

Vexatious complaints

All complaints are assessed equally.

We don't investigate trivial or vexatious complaints or those that lack substance or credibility eg. complaints that don't provide contact information or information that cannot be verified. 

Closing a complaint

We will close your complaint, if after several attempts, we are unsuccessful trying to contact you to advise the outcome.

If you want information about the status of your complaint in the future, you will need to contact us and open a new complaint.

When will we contact you?

We will try to respond to you within two business days to acknowledge your complaint if your contact details were provided.

The way we manage your complaint depends on the: 

  • method you use to contact us
  • complexity and classification of your complaint
  • quality of the information you provide us with.

If you're not satisfied with the outcome

If you're unsatisfied with the outcome of your complaint, you can discuss your concerns with the Director, Stakeholder Relations and Strategy or Executive Director, Earth Resources Regulation.

Seeking independent advice

For further advice you can contact the Victoria Mining Warden or Victorian Ombudsman.

The Victorian Mining Warden

The Victorian Mining Warden oversees the resolution of disputes between mining licensees and other parties.

Learn more about the types of complaints the Victorian Mining Warden manages. 

The Victorian Ombudsman

The Victorian Ombudsman manages complaints about decisions, actions or inactions by a: 

  • state government department
  • statutory authority
  • local council private agency that carries out statutory responsibilities of government.

How to lodge a complaint

You can lodge a complaint using our online form by post, by telephone or in writing in person.

Download and print a complaint form.

Contacts

You can submit your complaint at your local Earth Resources Regulation office.

Melbourne office
Earth Resources Information Centre
Level 17, 1 Spring Street
Melbourne VIC 3000

Ballarat office
402 Mair Street
Ballarat Central VIC 3350

Benalla office
89 Sydney Road
Benalla VIC 3672

Bendigo office
Midland Highway
Epsom VIC 3551

Traralgon office
55 Grey Street
Traralgon VIC 3844

Melbourne office operational information
Opening hours: Monday to Friday 9:00am to 5.00 pm (excluding public holidays)

By post

Manager Stakeholder Relations
Stakeholder Relations and Strategy
Earth Resources Regulation
GPO Box 2392
Melbourne, Victoria 3001

Telephone

Phone: 1300 366 356

Need to know more?

Manager Stakeholder Relations
Stakeholder Relations and Strategy
Earth Resources Regulation
Phone: 1300 366 356

Have an enquiry, feedback or an objection to a licence?

Make a general enquiry, provide feedback or register an objection to a licence application.

How we manage your privacy

Freedom of Information

Learn about how we manage your privacy

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