Customer Satisfaction Survey

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

We have engaged EY Sweeney to undertake a survey of people who contact our office.

The purpose of the survey is to improve the quality of:

  • services provided
  • communication
  • resolutions and decision making.

How you can help

Any feedback you can provide on your experience is important.

If you contact our office, one of our staff will ask if you would like to participate in the survey.

If you submit an online complaint to us, you will be asked in the form whether you agree to be part of 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, our staff member 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).

If you made a public interest disclosure or your matter was something we were not able to deal with, your details won't be provided to EY Sweeney.

Your individual survey results are confidential and anonymous. We won't know you completed a survey unless you allow EY Sweeney to tell us.

We would like as many people to participate as possible.

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 you no longer want to participate.

However, participating in the survey will help identify areas where our service was helpful or could be improved.

The survey results are collated and sent back to the Ombudsman. The results do not identify any individuals. The information provided is about the experience only.

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

Privacy policy

How EY Sweeney and the Ombudsman manage personal information:

Contact information

EY Sweeney

  • Lead researchers: Fiona Purcell, Jillian Harriot
  • 1800 161 412
  • 8 Exhibition St, Melbourne VIC 3000

Victorian Ombudsman

About us

Learn more about the role of our office

About us — Read more


Find out what type of complaints we take. Read answers to common questions people have about our process.

Complaints — Read more