The purpose of this EOI is to conduct market sounding and testing to establish what complaint and case management solutions are currently available. This may be used to inform a following Request for Tender (RFT). Future functionality is needed to meet growing demand and consumer expectations as well as emerging and future needs aligned with Government digital strategy.

The Health Complaints Commissioner is seeking a digital solution for a complaints and case management solution that will support the HCC to meet obligations under the Health Complaints Act 2016 and the Health Records Act 2001.

The solution is required to support all the HCC core functions (i.e. complaint management, investigations, and regulatory compliance, education), meet current legislative requirements and provide flexibility to easily adapt to the emerging and evolving needs of the HCC, our consumers, service providers, government and the health system.

Briefing session (recommended attendance) - 2pm Thursday 31 July 2025 AEST - online.

Please register by 10am 30 July 2025 via the email address below:

All questions and briefing session registration to be submitted to dhquotation@health.vic.gov.au