Procurement Complaint Management Process

PrimeSafe is committed to transparent and accountable practices when seeking goods and services from suppliers. We aim to embed integrity and due process in dealing with supplier complaints to effectively and efficiently achieve the best possible outcomes. 

Our procurement complaint management process aligns to the Victorian Government Purchasing Board (VGPB) requirements. 

Potential suppliers can have concerns about procurement process conducted by PrimeSafe addressed through an independent review process.

Procurement Complaint Management Procedure

How to lodge a complaint about our procurement process

To lodge a complaint about procurement conducted by PrimeSafe write (by letter or email) to: 

Manager, Business & Corporate Services
Chief Procurement Officer
Phone: (03) 9685 7366
150 Albert Road, South Melbourne, VIC 3205
Email us

You can contact our Chief Procurement Officer to discuss your complaint before you lodge it.

Your written complaint must set out:

• your name and/or the 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.

We will acknowledge your complaint within five working days of its receipt. We aim to address the complaint within 20 working days of receipt. We might contact you for further information and/or clarification of your concerns. We will tell you if it will take longer than 20 days.

All complaints to PrimeSafe are reported to the VGPB for publication in their Annual Report.

We will tell the VGPB within five days if a satisfactory resolution to your complaint is not reached.

You can refer your procurement complaint to the VGPB if you are not satisfied with our response.

Email the VGPB.

Or write to the VGPB Board Chair at:

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

Provide the VGPB with:

• 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 you and PrimeSafe in relation to the nature of the complaint.

There are other government bodies who may be able to assist.