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Procurement complaints and disputes resolution

East Gippsland Water
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Procurement complaints and disputes

Complaints are an important way for us to be accountable for our procurement activities, as well as providing valuable prompts to review organisational performance and the conduct of people that work within the organisation.

It is important that we have a process for receiving and actioning all complaints relating to any procurement activity. The following process has been established to allow for any external stakeholders to lodge a complaint in regards to a procurement activity.

 

Complaints procedure

Any complaint about a Quote/Tender or a Quote/Tender process must be submitted in writing to the Procurement & Contracts Advisor via email to procurement@egwater.vic.gov.au immediately upon the cause of the complaint arising or becoming known to the complainant. The written complaint must set out the following:

  1. The basis for the complaint (specifying the issues involved).
  2. How the subject of the complaint (and the specific issues) affects the person or organisation making the complaint.
  3. Any relevant background information,
  4. The outcome desired by the person or organisation making the complaint.

​​​When a complaint is received it will be acknowledged within five working days and given a complaints number (issued by the Procurement & Contracts Advisor).

 

EGW’s commitment to a complainant is that once we receive a written complaint we will:

  1. Acknowledge receipt of the complaint within five working days.
  2. Investigate the validity of the complaint.
  3. Collect more information from the complainant if necessary and / or engage with external parties to advise on elements of the complaint if required.
  4. We will address the complaint and inform the complainant of findings within 20 working days or advise of the expected timeframe for resolution if more time is required.
  5. Notify the complainant of the outcome of our investigation
  6. Offer a solution, if applicable
  7. Confirm with the complainant whether they consider the complaint to be resolved.
  8. If the complainant has not accepted the outcome or chooses to pursue the matter with the Victorian Government Purchasing Board (VGPB), we will inform the VGPB within five working days of any complaint that could not be resolved to the satisfaction of both parties.