Service Delivery Charter

Our service

The Ombudsman is an independent officer of the Victorian Parliament.

The Ombudsman's Office:

• Considers complaints about the actions and decisions of the Victorian Government bodies, local councils and other public organisations under the Ombudsman Act 1973 (Vic). We may try to resolve, or we may investigate these complaints
• Receives and investigates public interest disclosures about the conduct of public officers and bodies under the Public Interest Disclosures Act 2012 (Vic)
• Conducts training, and encourages improvement in public administration and complaint handling

Our staff are authorised to perform the functions and duties of the Ombudsman. Information we obtain cannot always be made public, and can only be disclosed where necessary in the performance of the functions of the office.

You can access our services online, or by phone, mail or visiting our offices. If you need particular help in communicating with us, please let us know. We are happy to make any reasonable adjustment that will assist you in communicating with us.

Post (or in person)

Level 2
570 Bourke Street
Melbourne VIC 3000
DX210174

Telephone

1800 806 314
131 450 (for translation service
133 677 then 03 9613 6222 (for national relay service)

Facsimile: (03) 9602 4761

Email: complaints@ombudsman.vic.gov.au

Online complaint form: www.ombudsman.vic.gov.au/complaints/make-complaint

Our standard office hours are 9.00am to 5.00pm Monday to Friday (except on Victorian public holidays).

Our commitment

The Ombudsman is committed to providing an accessible and responsive service that is:

• free, independent and impartial
• open and transparent
• focussed on practical and meaningful outcomes
• sensitive to the circumstances of individuals and communities with specific needs.

How we can help you

We can consider complaints about most actions and decisions of:

• Victorian government bodies
• Councils
• Other Victorian publicly funded organisations
• Those acting on behalf of these organisations.

If we think there might be wrongdoing, we can make enquiries or conduct an investigation. We don't look into every complaint we receive.

We will tell you about the outcome of our consideration of your complaint, including our reasons for any conclusions we reach. Usually we inform the organisation involved too.

If we do not intend to take action on your complaint, we will explain why and, where possible, provide you information about other available options.

We can also receive most public interest disclosures about improper conduct or detrimental action involving a public officer or body.

We will deal with your complaint in a professional manner. Our staff are expected to be respectful and responsive in all their communications. As you will appreciate, we expect the same of you when you communicate with us.

Keeping you informed

We aim to:

How you can help us

To help us deal with your complaint, it is helpful if you can give us:

• your name and contact details. You can make a complaint anonymously; but this will mean we are not able to tell you about the outcome of the consideration of your complaint
  
• a summary of your complaint, including dates and a short explanation of what you have done to try to resolve the matter yourself
• the outcome you are seeking from us.

As we expect our staff to be courteous and respectful when dealing with you, we expect you to afford our staff the same in return.

Accountability

We monitor our performance against our service standards and listen to your feedback to improve the way we work.

Information about our performance is also published in our Annual Report.

The Ombudsman reports to the Victorian Parliament and the parliamentary Integrity and Oversight Committee, which is responsible for:

• monitoring, reviewing and reporting to Parliament on the performance of the Ombudsman
• examining Ombudsman reports tabled in Parliament.

Further information

More information about the Ombudsman's role and responsibilities is available, including:

• what types of complaints we can and cannot consider
• other Ombudsman and organisations that may be able to help with your complaint.

Complaints about us

We welcome your constructive feedback, including what you believe we can improve on and what you think we have done well.

If you are dissatisfied with the way in which we have dealt with you or your complaint, you can complain to us.

The Victorian Inspectorate is also able to receive complaints about the Victorian Ombudsman, and can assess and investigate:

• how we have used the Ombudsman's coercive powers
• how we have provided procedural fairness.

Customer satisfaction survey

We ask people who have had contact with us to take part in a survey and use the feedback to improve our services.

You will be asked if you would like to take part in a survey when you submit your online complaint or call us. You can also tell us that you would like to participate in a survey at any other time.