Market Community Feedback Policy

At Queen Victoria Market we pride ourselves on being a Market for the community and aim to provide an efficient, transparent and respectful way for our traders, customers and the wider community to share feedback or raise concerns with us.

All traders and customers are encouraged to provide feedback in an appropriate forum and have an understanding of how the complaint, query or feedback will be handled.

If you would like to provide us with your feedback, we encourage you to do so via one of the following methods.

Customers and community:  

• Send an email to info@qvm.com.au or fill in online form.
• Call us on 03 9320 5822.
• Visit us at the Information Hub (corner F Shed and Queen Street) which is open:
  • Tuesday, Thursday & Friday 9am-3pm 
  • Saturday & Sunday 9am-4pm
• Speak to a Market representative.

Traders:

• Contact your Precinct Manager via phone or email.
• Send an email to communications@qvm.com.au.
• Visit us at the Information Hub (corner F Shed and Queen Street) which is open:
  • Tuesday, Thursday & Friday 9am-3pm 
  • Saturday & Sunday 9am-4pm
• Speak to a Market representative.

Our feedback process and commitment to you  

We will respond to you within 48 hours.  If the matter concerns an immediate risk to safety or security, we will address it immediately.

We may ask you for further information to assist us in resolving any concerns and we encourage you to provide any additional information as promptly as you can.

We will keep you updated via your preferred method of communication on the timeframes of any required actions, how your feedback or complaint is being addressed and the outcome once it is resolved.

Depending on the nature of your feedback, from time to time we may refer the complaint to a relevant external body. This may include the Queen Victoria Market Board, the City of Melbourne, the Australian Competition and Consumer Commission, Consumer Affairs, WorkSafe Victoria or the Environmental Protection Authority. We will provide you with advance knowledge before referring your complaint and your details will always remain confidential.

We will work with you to determine a positive resolution however if you are not satisfied with the outcome, you are able to request an internal review.

For further information about our feedback procedure please contact communications@qvm.com.au.