If you believe a Victorian police officer has acted unlawfully, behaved improperly, or simply treated you poorly, you have the legal right to make a formal complaint — and the system that handles those complaints is more layered than most people realise. Understanding who does what, and at which stage, can make the difference between a complaint that goes somewhere and one that quietly disappears into a bureaucratic drawer.
Two doors, one system: IBAC and Victoria Police’s PSC #
Complaints about Victoria Police are handled through two distinct bodies. The first is Victoria Police’s own Professional Standards Command (PSC), which sits inside the organisation and manages the bulk of complaints lodged by the public. The second is the Independent Broad-based Anti-corruption Commission — IBAC — which is Victoria’s independent oversight body for serious misconduct and corruption across the public sector, including police.
The two are not competitors. They operate in a tiered relationship. Most complaints go to PSC first. IBAC acts as a check on that process, can take over investigations it considers serious enough, and publishes oversight data on how the system performs overall. Think of it as a two-lane road: PSC handles the traffic, IBAC watches the road and can redirect vehicles when needed.
Step one: lodging your complaint #
There are several ways to formally lodge a complaint in Victoria.
- Online via IBAC’s website — IBAC accepts complaints directly at ibac.vic.gov.au. This is the recommended starting point for anyone alleging serious misconduct, corruption, or use of force.
- Online or in person via Victoria Police — Victoria Police’s complaints portal is at police.vic.gov.au. You can also walk into any police station and ask to speak to a duty officer about lodging a complaint.
- By post or phone — Both IBAC and PSC accept written complaints. IBAC’s postal address is published on its website; PSC can be reached through the Victoria Police switchboard.
- Through a legal representative or community organisation — If you are uncomfortable lodging a complaint yourself, a lawyer, community legal centre, or organisations such as the Victorian Equal Opportunity and Human Rights Commission can assist.
You do not need to identify yourself to make a complaint, but anonymous complaints can be harder to investigate because investigators cannot follow up with you for further detail. If you have safety concerns about identifying yourself, IBAC can accept confidential disclosures and has obligations to protect your identity.
Step two: triage — who investigates what? #
Once a complaint is lodged, it is assessed and categorised. This triage stage is critical because it determines which pathway your complaint takes.
IBAC’s guidelines — published in its Complaint Assessment Criteria — set out a threshold for what IBAC will investigate itself versus what it will refer back to Victoria Police for handling. In broad terms:
- IBAC investigates directly matters involving serious or systemic corruption, significant criminal conduct by officers, or conduct where referring the matter back to police would be inappropriate — for instance, where the complaint involves senior officers or where there is an obvious conflict of interest.
- PSC investigates the majority of complaints, including allegations of excessive force, discourtesy, failure to perform duties, improper use of police databases, and lower-level misconduct. PSC can also refer matters back to the local police region or service area for handling at a station level, known as a local resolution.
- Referred complaints — IBAC refers a large proportion of complaints it receives directly to Victoria Police for investigation, with oversight. IBAC can and does monitor how PSC handles referred matters and can step back in if it is not satisfied.
Published IBAC annual reports show that in recent years, the overwhelming majority of complaints lodged with IBAC are referred back to Victoria Police for investigation or resolution — often more than 80 per cent in a given year. Critics of the system argue this means genuine independence is limited for everyday complaints; IBAC has acknowledged this tension in its own published reports and has recommended legislative reform to strengthen its oversight powers.
The conciliation pathway #
Not every complaint needs — or is suited to — a formal investigation. For lower-level conduct complaints (rudeness, failure to respond, minor procedural issues), both IBAC and PSC can offer a conciliation pathway.
Conciliation is a structured, facilitated process in which the complainant and a representative from Victoria Police meet (or communicate through a neutral facilitator) to discuss what happened and reach an agreed resolution. That resolution might include an explanation, an acknowledgement, or a change in local practice. It does not result in formal disciplinary action against the officer.
Conciliation is voluntary. You cannot be forced into it, and declining does not disadvantage your complaint. However, it can be faster and more satisfying than a formal investigation for straightforward matters — particularly where what a complainant most wants is to be heard and to receive an explanation, rather than to see an officer punished.
If conciliation is offered and you believe your complaint is more serious than it has been categorised, you have the right to say so in writing and ask for a formal investigation instead.
What happens during a PSC investigation #
If your complaint proceeds to a formal PSC investigation, an investigator will be assigned. They will typically:
- Contact you to take a formal statement.
- Obtain any relevant body-worn camera footage, CCTV footage, or communications records from Victoria Police systems.
- Interview the officer or officers subject to the complaint (who have certain rights, including union representation).
- Review any relevant policies, training records, or prior complaints involving the same officer — though the latter is subject to strict rules about what can be considered.
- Produce a written finding and recommendation.
PSC investigators are sworn police officers. This is one of the most consistent criticisms of the system — that police investigating police creates an inherent conflict of interest. IBAC and a number of academic reviews have noted this issue. As it stands, the law does not require PSC investigators to be independent civilians, though IBAC oversight is meant to act as a counterweight.
Possible outcomes — and what the data says #
Once an investigation concludes, findings fall into several categories. Under the Victoria Police Act 2013 (Vic) and associated regulations, outcomes for substantiated complaints can include:
- Management action (counselling, additional training, a note on the officer’s file)
- Formal admonishment
- Disciplinary charges, which can lead to a penalty including reduction in rank or dismissal
- Referral to the Office of Public Prosecutions where the conduct may constitute a criminal offence
Published IBAC data consistently shows that the substantiation rate for complaints investigated by PSC is low — typically in the range of five to fifteen per cent of complaints that reach a full finding. IBAC has noted in multiple annual reports that this rate warrants scrutiny, and has pointed to issues including inadequate investigation quality, insufficient use of available evidence, and findings that are not always well-reasoned.
If your complaint is not substantiated and you believe the investigation was inadequate, you can ask IBAC to review how Victoria Police handled it. IBAC publishes guidance on this process on its website. IBAC can direct Victoria Police to reinvestigate, or in some cases take over the investigation itself.
Keeping track of your complaint #
Both PSC and IBAC will give you a complaint reference number when you lodge. You are entitled to updates on the progress of your complaint and, at the conclusion, a written outcome. Victoria Police’s obligations to communicate with complainants are set out in the Victoria Police Act 2013 and the IBAC Act 2011 (Vic).
If you feel your complaint has stalled or you have received no response within a reasonable time, you can contact IBAC directly to raise a concern about the handling of the matter. You can also contact your local member of parliament or engage a community legal centre for support.
The system is imperfect — reform advocates, including the Police Accountability Project and Liberty Victoria, have long argued for a fully independent complaints body with civilian investigators. Those debates continue in Victoria’s parliament. In the meantime, documenting everything — dates, times, officer numbers, witness names — from the moment an incident occurs remains the single most useful thing any complainant can do.
Useful contacts and resources:
IBAC: ibac.vic.gov.au | 1300 735 135
Victoria Police complaints: police.vic.gov.au
Victorian Equal Opportunity and Human Rights Commission: 1300 292 153
Police Accountability Project (Fitzroy Legal Service): (03) 9419 3744
Crime Stoppers: 1800 333 000
Lifeline: 13 11 14
Beyond Blue: 1300 22 4636
13YARN (First Nations crisis support): 13 92 76
1800RESPECT: 1800 737 732
