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Complaints

The Senior Master’s (Funds in Court) Office (SMO) values your constructive feedback concerning any aspect of our services.

All feedback will be acknowledged. We will do our best to:

• deal with complaints in a transparent, timely and appropriate manner
• resolve complaints fairly and quickly
• use the lessons learned from your complaints to improve our services.

We will give serious consideration to all suggestions for improvement or change to enhance the quality of our services. Please read the information below before making a complaint as we are constantly updating our processes based on feedback received.

How do I make a complaint?

Although it is best to make your complaint in writing, you are welcome to make it by telephone, fax or e-mail.

A complaint form is available in the menu on the right, or you can request a form be sent to you by contacting the SMO.

All form requests and complaints should be sent to:

Senior Master’s (Funds in Court) Office
Supreme Court of Victoria
210 William Street
Melbourne VIC 3000

Phone:   1300 039 390
Fax:       1300 039 388
International phone: +61 3 9032 3777
International fax: +61 3 9032 3700
Email: smo@supremecourt.vic.gov.au

Types of complaints

If you are unhappy in your dealings with the SMO, you are entitled to make a complaint.

There are currently two types of formal complaints that can be made:

• a complaint about a decision of the Senior Master             
• a complaint about a staff member of the SMO.

Making a complaint about a decision of the Senior Master

If you have a complaint about a decision of the Senior Master, you should:

1. Discuss your complaint with your Trust Officer.
   There may be matters which were not fully understood, or properly communicated. If so, these misunderstandings can be clarified so that the Senior Master may reconsider your request.
   
2. Contact the Principal Trust Officer.
   If you do not feel the matter has been resolved after talking to your Trust Officer, you should address your complaint to the Principal Trust Officer.
   
   The Principal Trust Officer will consider your complaint and, if appropriate, discuss the matter with you and your Trust Officer to investigate possible solutions. You might be asked to provide further information concerning your request or consider altering some aspects of your application.
   
   Your application may then be re-submitted to the Senior Master.
   The Senior Master will either approve or reject your application, or may ask for further information or changes, before making a final decision.
   
3. Appeal the Senior Master's final decision.
   If you are still unsatisfied you may appeal the final decision. However, once the Senior Master makes a final decision, it is a decision of the Supreme Court. If you disagree with it, you will be lodging an appeal against that decision to a Judge of the Court. You may need legal representation to commence and conduct the appeal, and there may be costs involved.

If you decide to go ahead you must let your Trust Officer know. The Senior Master will then issue a formal order.

Making a complaint about a staff member of the SMO

If you have a complaint about the actions or behaviour of a staff member of the SMO, you should:

1. Contact the manager of the staff member's section.
   For example, complaints should be addressed as follows:
   • complaints about Trust Officers should be made to the Principal Trust Officer
   • complaints about Client Liaison Officers should be made to the Principal Client Liaison Officer
   • complaints about Legal Officers should be made to the Solicitor to the Senior Master
   • complaints about accounting and taxation staff should be made to the Accounting Manager
   • complaints about investment, administrative and support staff should be made to the Office Manager
   • complaints about Managers should be made to the Office Manager.
     
2. Contact the Office Manager.
   If you feel that your complaint has not been properly addressed by the Section Manager, you may ask the Section Manager to refer the complaint to the Office Manager, or you may contact the Office Manager directly.
   
3. Contact the Senior Master.
   If you are still not satisfied after receiving a response from the Office Manager, or if your complaint concerns the Office Manager, you may complain directly to the Senior Master.

The Associate
Senior Master K.J. Mahony
Supreme Court of Victoria
210 William Street
Melbourne VIC 3000