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Procurement Complaint Management Procedure

Under this policy departments and agencies are required to publish a high-level summary plan of forecast procurement activities to be conducted by PrimeSafe over the next 24 months.

PrimeSafe is committed to transparent and accountable practices when seeking goods and services from suppliers. PrimeSafe aims to embed integrity and due process in dealing with Supplier Complaints to effectively and efficiently achieve the best possible outcome.

PrimeSafe has developed a procurement complaint management process aligned to the VGPB requirements to ensure that any potential suppliers who may have concerns relating to a procurement process conducted by PrimeSafe can have those concerns addressed through an independent review process.

If you are involved in any procurement conducted by PrimeSafe and wish to lodge a complaint about the process you should write (by letter or email) to PrimeSafe’s Manager, Business and Corporate Services. If you wish to discuss the basis of your complaint before lodging it, you can also call the contact below:

Vered Adler
Chief Procurement Officer
Phone: (03) 968 57366
150 Albert Road, South Melbourne, VIC 3205
Email: info@primesafe.vic.gov.au

The written complaint must set out:

  • your name and/or organisation's contact details
  • the procurement that the complaint relates to
  • the basis for the complaint specifying the issues involved
  • how the subject of the complaint and the specific issue affects you or your organisation
  • any relevant background information
  • the outcome desired by you or your organisation.

PrimeSafe will acknowledge your complaint within five (5) working days of its receipt and will seek to address the complaint within 20 working days of receipt. You may be contacted for further information and/or clarification of your concerns. If longer than 20 days is anticipated to be required, you will be advised accordingly.

All complaints submitted to PrimeSafe will be reported annually to the Victorian Government Purchasing Board (VGPB) for publication in their Annual Report.

If a satisfactory resolution to your complaint could not be reached, PrimeSafe must inform the VGPB within five (5) days. If you are dissatisfied with PrimeSafe's response to your complaint and it relates to a goods and services procurement, you may refer the matter to the VGPB for review via email at: vgpb@dtf.vic.gov.au or via letter addressed to the VGPB Board Chair at:

Victorian Government Purchasing Board
Department of Treasury and Finance
GPO Box 4379
Melbourne 3001

The complainant must provide the VGPB with the following material:

  • Evidence that PrimeSafe did not correctly apply supply policies in relation to a procurement activity;
  • Evidence that PrimeSafe’s complaints management procedures were not applied correctly; and
  • A copy of all relevant correspondence between the complainant and PrimeSafe in relation to the nature of the complaint.

Services providers should also be aware that there are other government bodies who may be able to assist you with your enquiry. Please see the links below for more information:

Office of the Ombudsman

Office of the Small Business Commissioner

Below is a diagram outlining the procedure.

Procurement Complaint Management Procedure

Procurement Complaint Management Procedure