Customer Satisfaction Survey

To assist the Ombudsman in identifying areas for improvement EY Sweeney has been engaged to undertake a Customer Satisfaction Survey of people who contact her office.

The survey aims is to assess community awareness of and community sentiment towards her office. The purpose of the study is to improve the quality of:

  • services provided
  • communication
  • resolutions and decision making.

How you can help

Any feedback on your experience with your contact with the Ombudsman is important to help improve future services. 

If you contact the Ombudsman’s office, the Investigation Officer will ask if you would like to participate in the survey. You do not have to participate, it is entirely voluntary. You may also withdraw your consent at any time. If you do consent, the Investigation Officer will record this on your complaint file. Information collected will be provided to EY Sweeney for the sole purpose of conducting the survey. This includes:

  • your name
  • telephone number
  • email or postal address
  • issue of complaint (if relevant)

Your details will not be provided for complaints that the Ombudsman is not able to deal with, or if you have made a protected disclosure to the Ombudsman.

The Ombudsman would like as many people to participate as possible. Your individual survey results are confidential and anonymous. The Ombudsman won't know you completed a survey unless you allow EY Sweeney to do so.

The process

Once your case has closed, EY Sweeney may contact you about participating in the survey. If you have changed your mind, you can tell EY Sweeney that you no longer want to participate. However, participating in the survey will help identify areas where the service is helpful or could be improved.

The survey results are collated and sent back to the Ombudsman. These results do not identify you, the information provided is about the complaint’s experience only.

Senior members of the Ombudsman staff will meet to learn from the survey feedback and identify changes to improve the quality of the Ombudsman’s service.

Privacy policy

How EY Sweeney and the Ombudsman manage your information is avialable online at:

Contact information

Victorian Ombudsman

Telephone: 9613 6222 or 1800 806 314 (regional only)

Telephone interpreter service: 131 450

Email: ombudvic@ombudsman.vic.gov.au

Address: Level 2, 570 Bourke Street Melbourne

EY Sweeney

Lead researchers: Fiona Purcell, Thomas Barbera

Telephone: 1800 357 739

Email: ombudsmansurvey@au.ey.com

Address: 8 Exhibition St Melbourne VIC 3000