The Victorian Government Purchasing Board (VGPB) reformed procurement guidelines in 2015 for all government departments and public sector agencies.

Following this process, Health Purchasing Victoria (HPV) aligned its procurement policies to the Victorian Government Purchasing Board (VGPB) reforms. This reform is designed to ensure probity, planning, and purchase category analysis are clearly outlined for an accountable and transparent procurement model.

In 2015 HPV mandated that all health services need to comply with HPV purchasing policies and that health services must transition to the HPV procurement policies by 30 June 2016.

West Gippsland Healthcare Group has aligned its Procurement Framework providing guidelines and protocols for conducting its procurement activity. The Framework ensures strategic planning, equity of supply opportunity for local businesses and demonstrated value with a coordinated and fair approach.


Procurement Complaints Policy

What is a complaints management system?

A complaints management system provides suppliers or an agency acting in the interest of suppliers, involved in procurement activities the mechanisms raise concerns about how an organisation manages a procurement activity.  The complaint must relate to a procurement process issue.  Matters of improper conduct, corruption or fraud etc., should be dealt with under existing channels for review.

Click here to view the WGHG Procurement Complaints Management Policy

Complaints Process

West Gippsland Healthcare Group endeavours to minimise and avoid supplier complaints through application of its procurement policy and process, however complaints may still arise. Therefore WGHG has implemented a specific complaints management process for procurement. A procurement complaint is an issue or concern of a supplier in relation to the process or probity applied by West Gippsland Healthcare Group when carrying out a procurement activity. Complaints can be submitted in writing or via email to:

Contracts Manager
41 Landsborough Street

Information required is as follows:  

  • contact details for the supplier
  • RFX Name/ Tender Numberetails of the alleged breach of process or probity applied by WGHG when carrying out a procurement activity
  • the consequences of such breach on the supplier
  • any supporting documents that the supplier wishes to rely upon
  • the desired outcome(s) of the supplier

Further supporting information or documents may be requested by WGHG from the supplier in relation to a complaint. It is expected the supplier complies with any such request within the specified timeframe.

WGHG will use reasonable endeavours to resolve the complaint by direct discussion or negotiation within 14 business days of the supplier making the complaint. The relevant parties may agree to use an external mediator to resolve the complaint during this time.

If the complaint is still unresolved following the steps taken, the complaint may be referred to a member of the WGHG executive team or a board member to conduct a further investigation (i.e. a member of staff not involved in the subject matter of the procurement complaint).

The outcomes that may result following further investigation include: 

  • variation of a decision concerning a procurement activity
  • explanation of what has occurred in relation to the subject matter of the complaint
  • an apology
  • an action which addresses the complaint
  • WGHG policies and procedures review to improve future procurement practice
  • termination of the relevant procurement activity and/or recommencement of the relevant procurement activity
  • no further action
  • a combination of more than one of the above outcomes

Investigation of procurement complaints that relate to a confined or uncomplicated matter will be completed within 30 days. Investigation of more complicated matters may require extended time for completion. In this event, WGHG will advise the supplier of the extended timeline and provide regular updates regarding the progress of the investigation. When the Chief Procurement Officer has completed the investigation, WGHG will write to the relevant supplier in response to the complaint and advise: 

  • whether the complaint has been substantiated or not, dismissed, or unable to be determined, and provide reasons for that decision
  • the steps taken in the investigation and the evidence obtained
  • the actions that WGHG has taken or will take in response to the findings of the investigation
  • the options or process available to the relevant supplier to escalate the complaint to an external body such as Health Purchasing Victoria (HPV), the Victorian Ombudsman, or the Victorian Government Purchasing Board (VGPB).

Links to resources to assist suppliers:

HPV (Health Purchasing Victoria)

VGPB – Victorian Government Purchasing Board

Tenders Vic

VIPP - ICN - Industry Capability Network