Our service charter outlines the standards of service you can expect from us.
When you contact us, you can expect:
- general advice about the VGCCC’s processes
- to be treated as we would like to be treated
- access to appropriate signage, application forms and publications
- assistance with application forms
- an explanation of our procedures
- status updates on your existing application
- access to language assistance services
- a commitment to handling personal information in accordance with relevant privacy legislations.
We endeavour to assist, but there are certain things we cannot do for you:
- provide legal or business advice
- complete your application
- fast-track your application.
We aim to:
- answer 80% of calls within 60 seconds
- respond to emails and letters within five working days
- promptly and professionally attend to reception counter enquiries
- communicate with you in a polite and courteous manner
- provide education regarding your obligations and responsibilities
- assist you through timely, professional and efficient processes
- provide you with up to date and consistent information and assistance.
We respect your right to:
- timely and transparent decision making
- appeal decisions made by the VGCCC through the appropriate process
- privacy and confidentiality of your personal information
- be treated respectfully and ethically in accordance with the Victorian Charter of Human Rights and Responsibilities.
To help us deliver quality service, we encourage you to:
- engage courteously with staff
- provide us with accurate and timely information.
For more information on our service charter, contact us