Our responsibilities

The Ombudsman is responsible to the Victorian Parliament as an independent and impartial officer and she reports directly to the Parliament of the day.

The Ombudsman's responsibilities include:

  • Complaint Handling
  • Accountability
  • Access
  • Effectiveness

Complaint handling

  • Investigating and resolving complaints concerning administrative actions taken in Victorian Government departments, public statutory authorities and by officers of municipal councils.


  • Enhancing accountability of state and local government agencies to the public and to Parliament through the functions of the Ombudsman's office.
  • Accounting to Parliament through the functions of the Ombudsman's office.
  • Assisting government authorities in identifying systemic issues.


  • Providing access for all members of the public to an independent means of complaint resolution, including rural and regional Victoria.


  • Developing the professionalism of the office by the exchange of ideas and knowledge with Australian and International Ombudsman offices and similar complaint handling bodies.

The office of the Ombudsman and her deputy operates under a number of different pieces of legislation, the most relevant of these being the Ombudsman Act 1973.

The Ombudsman's jurisdiction extends across all arms of the state government and its statutory authorities as well as local government.