Website Victorian Ombudsman. Tip The Ombudsman can also hear complaints about private agencies that carry out statutory responsibilities of government. It is often more effective to write rather than call, especially if your complaint is complex and you need to provide copies of documents. Important Before complaining to the Ombudsman, you should first try to resolve your complaint with the organisation concerned.
We can look into:. Councils Services, communication, complaint handling, unreasonable actions or decisions. Publicly funded community services Those which receive funding from Victorian public organisations to provide services. Start an online complaint. We cannot look into:. Private organisations Banking, credit, insurance or superannuation Buying or renting products or services Electricity, gas or water Phone or internet services Legal professionals or lawyers. Find the right Ombudsman for you.
Step 1: Tell us what has happened We receive your complaint and acknowledge it within 5 business days. Step 2: We look into your complaint Many complaints can be fixed by us contacting the relevant organisation.
Step 3: We may look into your complaint further We'll see if we can resolve your complaint and if not whether we should investigate. Step 4: You receive an outcome We reach a decision and contact you about the outcome. This video contains a series of animations accompanied by a voiceover. Narrator: Our role is to make sure their decision-making is fair. A complaint appears in the centre of the screen.
An age scale and text highlight that a person of any age can contact the Ombudsman anonymously. Narrator: In some cases, another person can complain for you. Graphics then show a person making a complaint on behalf of someone else. Narrator: For example, if you made a complaint but the agency is taking months to respond … An agency responds in August to a complaint made in January. Narrator: You can also come to us if you feel an agency has infringed your human rights. Narrator: We understand you may be feeling frustrated by the time you speak to us.
Narrator: Try to explain your complaint in a few key points, including what happened and when. Text appears to highlight the key points to include when making a complaint: What happened? The recommendations are sent to Parliament House and become available to the public. Narrator: By helping government agencies to improve, we create a better experience for everyone.
Narrator: Otherwise, you can email, call, write to us or make a time to come in and see us. Narrator: The Victorian Ombudsman. The music comes to an end and the screen dips to black. Common complaint topics Read about common complaint types, our role in cases and browse some related case examples. Child protection Councils Fines Human rights. Case examples Read about similar cases to yours and find out how we might handle your complaint.
View all case examples. Common questions Who can complain to the Ombudsman? The fastest way to find local, state and federal government information and services. Search the Directory Search. Advanced Search ». Contact us. The Public Transport Ombudsman PTO is a fair, free and fast service to sort out public transport complaints and help make the system better for everyone.
The Public Transport Ombudsman has rules, guidelines and benchmarks that we follow to ensure that we are independent, fair and effective. You can read about them here.
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