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Ombudsman

An ombudsman is an official who investigates complaints made by a person about the actions or decisions by, or on behalf of, a government agency or an industry. There are Commonwealth, Victorian and industry-based sector ombudsmen.

You can make a complaint to an ombudsman if:

you believe an agency or service has acted illegally; or
when you have been unfairly treated.

Complaints to an ombudsman are made in writing and you will need to include dates, contacts and any relevant documents. If an ombudsman believes there is a case it will investigate your complaint and provide a report on its findings.

There are many ombudsmen that look after different areas of government and industry-based services. Each ombudsman handles complaints specific to an area and it is best to contact the most relevant ombudsman.

To help you find the most relevant ombudsman here is a list of the Commonwealth, Victorian and industry-based sector ombudsman with contact details and a brief description of their area of expertise.

1.Victorian Ombudsman

The Victorian Ombudsman provides a free service to the public. It is an independent body which investigates complaints about Victorian government departments and statutory bodies, for example, the Department of Transport, local councils, schools and universities. Before approaching the Victorian Ombudsman ensure you have exhausted the complaints process of the complaint handling mechanisms within the government agency. If you remain dissatisfied with how your complaint was handled, you may then approach the Victorian Ombudsman for assistance.

Read more
Ombudsman Victoria Factsheet 11 — Tips for making a complaint to a Victorian public sector
Victoria Ombudsman factsheets
The Victorian Charter of Human Rights and Responsibilities Act 2006 and Ombudsman Victoria
The Victorian Ombudsman has the power to inquire into whether the action of a public authority is incompatible with human rights.

Ombudsman Victoria — Thinking of blowing the whistle?
The Victorian Ombudsman plays an important role in the management of whistleblower disclosures.

2.Specific ombudsmen and complaints agencies in Victoria

Accident Compensation Conciliation Service
This is an independent and free service to help resolve workers compensation disputes. Conciliation will involve the worker, employer, WorkCover agents or a self-insurer and it is usually a compulsory step before proceedings can be taken to court.

The Tolling Customer Ombudsman
The Tolling Customer Ombudsman (TCO) provides a free and independent alternative dispute resolution process for customers of Breeze, CityLink, EastLink, Hills M2, Roam and Roam Express tolling businesses. The TCO has the power to make a decision which will be binding on the tolling company.

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Tolling Customer Ombudsman

Consumer Affairs Victoria
Consumer Affairs Victoria works to ensure consumer protection laws are properly enforced and promotes consumer protection and ethical trading.

Consumer Affairs Victoria has an online complaints service.

Read more
Consumer Affairs Victoria

Energy and Water Ombudsman
This Energy and Water Ombudsman investigates and seeks to resolve disputes between Victorian electricity, gas and water customers and their providers.

This ombudsman can deal with the provision of services, billing issues, disconnections, land access issues, payment issues etc.

Office of the Health Services Commissioner
The Commissioner provides a free and confidential service for people with problems concerning a health service or concerns about health privacy.

The Office also:

protects people’s right of access to health information;
offers conciliation service for disputes between consumers and health service providers; and
advocates for improved service provision.

Legal Services Commissioner
The Legal Services Commissioner receives and investigates complaints about lawyers in Victoria. The Commissioner has a responsibility to work with the legal profession and consumers to improve standards and increase awareness of lawyer’s obligations to their clients.

Medical Practitioners Board of Victoria
The Board is a statutory authority which can investigate complaints about doctors. The Board registers doctors to practice and was established to protect the community and guide the medical profession.

Office of Police Integrity (OPI)
The Office of Police Integrity (OPI) endeavours to maintain ethical and professional standards in the Victoria Police Force. It seeks to detect serious misconduct and corruption through investigations and preventive strategies.

The office deals with complaints against police and is responsible for educating the police force and the community.

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Office of Police Integrity

Office of the Public Advocate
The Office of the Public Advocate represents the interests of Victorian people with disabilities. The Advocate’s role is to provide support services and take action to promote the rights of people with disabilities and protect them from exploitation and abuse. The Advocate has legal powers to investigate situations where people may have been exploited, neglected or abused.

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Office of the Public Advocate

Office of the Victorian Privacy Commissioner
Privacy Victoria (PV) is the Office of the Victorian Privacy Commissioner. The office regulates the way Victorian government agencies and local councils collect and handle personal information. PV offers a conciliation service for the public.

Read more
Privacy Commissioner

Public Transport Ombudsman
If people are unable to resolve their dispute with a public transport operator they can make a complaint to the Public Transport Ombudsman.

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Public Transport Ombudsman

Victorian Equal Opportunity and Human Rights Commission
The Commission has a responsibility to help people resolve complaints of discrimination, sexual harassment and religious vilification.

The complaints service is:

confidential,
free, and
impartial.

The aim is to achieve a mutual agreement.

Worksafe Victoria
Worksafe Victoria provides a complaints process relating to:

claims,
insurance,
privacy, and
rehabilitation providers.

Read more
WorkSafe complaints process

3.Commonwealth Ombudsman

The Commonwealth Ombudsman deals with complaints against federal authorities such as the Australian Taxation Office, Australia Post, the Federal Police, Centrelink, the Child Support Agency, and the Department of Immigration and Citizenship.

The Commonwealth Ombudsman also acts as the ombudsman for the defence force, immigration, law enforcement, the postal industry and taxation.

4.Federal complaint and dispute resolution bodies

Credit Ombudsman Service Limited
The Credit Ombudsman Service provides an accessible and independent dispute resolution service for resolving complaints with:

credit unions;
building societies;
non-bank lenders;
mortgage and finance brokers;
financial planners; and
a wide range of other financial services and product providers.

The service is free to consumers.

Read more
Credit Ombudsman Service

Fair Work Ombudsman
The Fair Work Ombudsman can investigate workplace complaints and enforce compliance with Australia's workplace laws.

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Fair Work Ombudsman

Financial Ombudsman Service
The Financial Ombudsman Services (FOS) is an independent organisation offering fair and accessible dispute resolution services to consumers nationally.

The types of disputes dealt with involve products or services obtained from financial services providers and include:

banking;
credit; loans;
general insurance;
life insurance;
financial planning; investments;
stock broking;
managed funds; and
pooled superannuation trusts.

This service is free to consumers.

Read more
Financial Services Ombudsman

Private Health Insurance Ombudsman
Private health insurance members can approach the Ombudsman for:

independent support with health insurance problems; and
enquiries regarding:
- health funds;,
- private hospitals; or
- medical practitioners.

Complaints can be dealt with as long as they are about a health insurance arrangement.

Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman provides a dispute resolution scheme for residential and small business consumers in Australia who have a complaint about their telephone or internet service.