Complaints (Direction 8.3)
Effective date: 1 July 2018
Principles
Value for money, probity and scalability are procurement principles that are specifically relevant to capability building, performance and continuous improvement of both the supplier market and Agency staff.
Of particular relevance to this Direction are the following construction procurement principles:
- encouraging appropriate innovation and responsiveness in the supplier market
- treating all tender participants fairly and equally
- fostering continuous improvement and building appropriate skills and capability in the conduct of Public Construction Procurement
- undertaking Public Construction Procurement in accordance with the relevant legislation, policy, guidance and any mandatory requirements in these Directions
8.3 Complaints
Agencies must establish appropriate processes to respond to complaints raised by tender participants (and potential participants) about the conduct of Public Construction Procurement by the Agency.
Complaints (Instruction 8.3)
Effective date: 1 July 2018
Objective: To define the requirements for complaint handling
Agencies must ensure that they handle complaints from suppliers and potential suppliers in an appropriate manner.
Tools and support
The Construction Toolkit includes key documents, guidance and information relating to the Ministerial Directions and Instructions.
For further information about the Ministerial Directions and Instruction for public construction procurement, contact the Construction Policy Team.
Reviewed 05 July 2023
Buying for Victoria
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- State purchase contracts & registers
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- Browse goods and services contracts
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- Policies
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- Construction procurement
- Law, policy and construction
- Construction mandated agencies
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- Construction procurement rules
- Purpose of the Direction (Construction Direction 1.1)
- Guiding Principles (Construction Direction 1.2)
- Application of the Directions and Instructions (Construction Direction 1.3)
- Exemptions (Construction Direction and Instruction 1.4)
- Complying with international agreements (Construction Direction 2.1 and Instructions 2.1 and 2.2)
- Complying with International Agreements (Attachments 1 and 2 to Construction Instruction 2.1)
- Tender preparation and planning (Construction Direction and Instruction 3.1)
- Competition and contestability (Construction Direction and Instruction 3.2)
- Promoting efficiency in the tender process (Construction Direction and Instruction 3.3)
- Tender notices (Construction Direction and Instruction 3.4)
- Tender open times (Construction Direction 3.5)
- Tender documentation (Construction Direction and Instruction 3.6)
- Evaluation criteria (Construction Direction and Instruction 3.7)
- Mandatory evaluation criteria for occupational health and safety management (Attachment 1 to Construction Instruction 3.7)
- Mandatory evaluation criteria for industrial relations management (Attachment 2 to Construction Instruction 3.7)
- Probity requirements (Construction Direction and Instruction 4.1)
- Managing probity in public construction (Construction Direction and Instruction 4.2)
- Forward notices (Construction Direction and Instruction 5.1)
- Publishing details of procurement undertaken (Construction Direction and Instruction 5.2)
- Disclosure of contracts and variations to contracts (Attachment 1 to Construction Instruction 5.2)
- Use of registers and supplier panels (Construction Direction and Instruction 6.1)
- Contracting requirements (Construction Direction and Instruction 7.1)
- Contractual terms and conditions (Construction Direction and Instruction 7.2)
- Compliance with policy requirements (Attachment 2 to Construction Instruction 7.2)
- Debrief for tender participants (Construction Direction and Instruction 8.1)
- Supplier performance and shared reporting regime (Construction Direction and Instruction 8.2)
- Complaints (Construction Direction and Instruction 8.3)
- Public Construction Procurement Committee (Construction Direction 8.4)
- Standards for public construction (Construction Direction and Instruction 9.1)
- Responsibilities of the Accountable Officer (Construction Direction 10.1)
- Delegation (Construction Direction 10.2)
- Authorising provisions (Construction Direction 11)
- Construction matters nominated by the Secretary
- Definitions for public construction procurement
- Government pre-qualification registers for construction
- Public Construction Procurement Committee
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- Construction procurement guidance
- Guiding principles (Construction Guidance 1.2)
- Promoting efficiency in the tender process (Construction Guidance 3.3)
- Application of the Directions and Instructions (Construction Guidance 1.3a)
- Defining public construction (Construction Guidance 1.3b)
- Exemptions (Construction Guidance 1.4)
- Tender preparation and planning (Construction Guidance 3.1)
- Competition and contestability (Construction Guidance 3.2.1)
- Limited Tenders (Construction Guidance 3.2.2)
- Tender Notices (Construction Guidance 3.4)
- Tender open times (Construction Guidance 3.5)
- Tender Documentation (Construction Guidance 3.6)
- Evaluation criteria (Construction Guidance 3.7)
- Probity – apply public sector values (Construction Guidance 4.1.1)
- Probity – treat tender participants fairly and equally (Construction Guidance 4.1.2)
- Probity – maintain confidentiality of tender participants’ confidential information (Construction Guidance 4.1.3)
- Probity – auditable, accountable and transparent tender and contract management processes (Construction Guidance 4.1.4)
- Probity – identify and manage conflicts of interest (Construction Guidance 4.1.5a)
- Probity – commitment from tender participants (Construction Guidance 4.1.5b)
- Managing probity in Public Construction Procurement (Construction Guidance 4.2)
- Forward notices (Construction Guidance 5.1)
- Publishing details of procurements undertaken (Construction Guidance 5.2)
- Use of Registers and Supplier Panels (Construction Guidance 6.1)
- Contracting requirements (Construction Guidance 7.1)
- Compliance with legislative and policy requirements Contracting requirements (Construction Guidance 7.2.1)
- Non-Standard Commercial Arrangements (Construction Guidance 7.2.2)
- Debrief for tender participants (Construction Guidance 8.1)
- Supplier performance and shared reporting regime (Construction Guidance 8.2)
- Complaints (Construction Guidance 8.3)
- Responsibilities of the Accountable Officer (Construction Guidance 10.1)
- Delegation (Construction Guidance 10.2)
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- Goods and services procurement
- Goods and services procurement legislation
- Goods and services mandated agencies
- Goods and services supply policies
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- Governance – goods and services policy and guides
- Governance policy
- Complaints management
- Contract management planning strategy
- Developing a procurement activity plan
- Developing a procurement strategy
- Early market engagement
- Emergency procurement plan
- Environmental impact in procurement
- Identifying procurement categories
- Information security
- Improving access to government business for SMEs
- Innovation and the procurement process
- Managing an unsolicited proposal
- Prequalified supplier arrangements
- Preparing a supplier engagement plan
- Probity in procurement
- Value for money
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- Market analysis and review – goods and services policy and guides
- Market analysis and review policy
- Market analysis and review guide
- Aggregated purchasing guide
- Creating a business case
- Governance of State Purchase Contracts & VGPB’s engagement model
- Government procurement under international agreements guide
- Understanding the supply chain
- Victorian government paper procurement guide
- State purchase contracts and registers for goods and services
- Call Centre Code
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- Fair Jobs Code - Departments and Agencies
- Fair Jobs Code
- Procurement and Fair Jobs Code - what is required by Agencies
- Fair Jobs Code - Procurement Guidelines for Departments and Agencies
- Grants and Fair Jobs Code - what is required by Agencies
- Fair Jobs Code - Grants Guidelines for Departments and Agencies
- Fair Jobs Code Pre-Assessment Certificate Register
- Complaints under Fair Jobs Code
- Fair Jobs Code tools and templates - Agencies
- Internal shared service provider
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- International agreements
- Covered entities - international agreements
- Measures implementing procurement requirements of international agreements
- Relevant jurisdictions for domestic dispute resolution – international agreements
- Arbitrators available for dispute resolution under international agreements
- Local Jobs First
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- Social procurement framework and guides
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- Social procurement framework
- Social procurement messages from Ministers
- Introduction to social procurement framework
- Victorian Government’s social and sustainable procurement objectives
- Social procurement - Victorian Government approach
- Sustainable procurement
- Social Procurement Framework requirements and expectations
- Embedding social procurement
- Social procurement planning and tactics
- Implementing and reporting social procurement
- Social procurement – relevant Government policy, legislation and initiatives
- Social procurement – terms and definitions
- Understanding social procurement
- Social procurement in context
- Scope of the Social Procurement Framework
- Social procurement objectives and outcomes and key focus areas
- Social procurement - determining the value of individual procurement activities
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- Social procurement – individual procurement activity requirements and detailed guides
- Social procurement – individual procurement activity requirements
- Opportunities for Victorian Aboriginal people
- Opportunities for Victorians with disability
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- Opportunities for Victorian priority jobseekers
- Opportunities for supporting safe and fair workplaces
- Opportunities for sustainable Victorian social enterprise and Aboriginal business sectors
- Opportunities for sustainable Victorian regions
- Opportunities for environmentally sustainable outputs
- Opportunities for environmentally sustainable business practices
- Opportunities for implementation of climate change policy objectives
- Social procurement – evaluating social outcomes in procurement
- Social procurement – guide to contract management
- Social procurement - assurance function
- Social procurement – Department and agency reporting requirements
- Social procurement toolkit
- Social procurement document library
- Toolkit & library
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- Supplying to government
- How government buys
- Purchasing process
- How to get known
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- Policies suppliers need to know about
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- Fair Jobs Code for suppliers and businesses
- Fair Jobs Code
- Fair Jobs Code guidelines for suppliers and businesses
- Apply for a Fair Jobs Code Pre-Assessment Certificate
- Fair Jobs Code Pre-Assessment Certificate - Guidelines for supplier and businesses
- Prepare a Fair Jobs Code Plan
- Fair Jobs Code Plan - Guidelines for suppliers and businesses
- Complaints under Fair Jobs Code
- Fair Jobs Code tools and templates - suppliers and businesses
- Local Jobs First Policy
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- Social Procurement Framework for suppliers
- About social procurement - suppliers
- Planning for social and sustainable outcomes - suppliers
- Support for suppliers
- Invitations to supply and social procurement - suppliers
- Responding to social procurement objectives - suppliers
- Measuring and reporting social outcomes - suppliers
- Uniforms and personal protective equipment - suppliers
- Victorian Government Purchasing Board expansion
- Submit a tender or quote
- Manage your contract as a supplier