Victorian Ombudsman

'Victoria is fair' – that's the vision that underpins our new 'Strategic plan 2025–29'. This vision distils our aspiration for a fair Victoria where human rights are protected & promoted; people are kept at the centre of decision making; & public bodies are open and accountable.

Service update: Our phone line will be closed today for staff training. It will reopen Wednesday morning at 9am. In the meantime, you can still make a complaint online at ombudsman.vic.gov.au/complaints/

Service update: Our phone line is closed today for staff training. We will reopen Thursday morning at 9am. In the meantime, you can still make a complaint online. Go to ombudsman.vic.gov.au/complaints/

Service update: Our phone line has been restored, so you can now contact us via 1800 806 314. Thanks for your patience.

Service update: Our phone line is still offline as we try to fix a technical issue. In the meantime, you can still make a complaint via our website – go to ombudsman.vic.gov.au/complaints/ We apologise for the inconvenience.

Our phone line is down due to technical issues. We're working to fix the problem and will be back online as soon as possible. ombudsman.vic.gov.au

Subscribe to our newsletter for the latest training updates → ombudsman.vic.gov.au/subscribe/

Find out more → …ctorianombudsman.powerappsportals.com/Session-Detail…

Here’s what’s coming up for our training calendar in June.

This was an opportunity for us to listen to and learn from their reflections into the progress, challenges and opportunities presented by the Victorian Treaty process.

Last week, we were joined by advocate and community leader Jason Mifsud, who guided us in a yarning circle discussion with Duean White, a member of the Treaty Authority, and Rohan Henry, a director of the Self-Determination Fund.

Over generations, First Peoples have been pivotal in progressing human rights in Australia. Reconciliation Week is a time to reflect on the histories, cultures, and futures of First Peoples.

Updated to align with the revised Australian Standard on complaint handling, the new edition of the good practice guide is available to download →ombudsman.vic.gov.au/learn-from-us/…

There was also a lively panel discussion on keeping people at the centre of complaints processes, supporting the wellbeing of complaint-handling staff and managing complex complainant behaviour.

Earlier today, we welcomed representatives from across Victoria’s public sector for the launch of the second edition of our ‘Good practice guide: Complaint handling for Victorian public sector organisations’. Thanks to everyone who joined us for the launch.

Our phone line will be closed until 1pm today. During this time, you can still make a complaint via our website. Access the complaints portal online → ombudsman.vic.gov.au/complaints/

To help put the guide into practice, we’ve included a downloadable model policy template and a sample outcome letter that you can tailor to your organisation. Download the guide → ombudsman.vic.gov.au/learn-from-us/…

The guides steps through the whole process – from creating the right conditions for complaint handling, through to receiving and responding to complaints effectively, as well as learning from your complaints data to improve your systems and practices.

“Complaints are a vital source of feedback – a critical barometer of the community’s satisfaction with the services you deliver and how you engage with them.” — Marlo Baragwanath, Victorian Ombudsman