Who can I complain about?
We can look into:
We cannot look into:
What is the complaint process?
We deal with most complaints within 30 days. Complaints that are complex can take longer before we make a final decision.
Step 1: Tell us what has happened
We receive your complaint and acknowledge it within 10 business days.
Step 2: We look into your complaint
Many complaints can be fixed by us contacting the relevant organisation.
Step 4: You receive an outcome
We reach a decision and contact you about the outcome.
Welcome to the Victorian Ombudsman.
We deal with complaints about more than 1,000 state and local government agencies, from councils and prisons, to statutory bodies, like VicRoads and WorkSafe.
Our role is to make sure their decision-making is fair.
In weighing that up, we look at the circumstances surrounding a complaint, including what the law is and the agency's policies and procedures.
If you think you've been treated unfairly, the first step is to try and resolve your problem with the agency.
If that doesn't work, you can contact us.
You don't have to be over 18, and you can remain anonymous.
In some cases, another person can complain for you.
You can complain to us about something an agency did or didn't do, or a decision it made.
For example, if you made a complaint but the agency is taking months to respond, or the agency says they've fixed the problem but you're still not satisfied, or they've made a decision that you think is unfair.
You can also come to us if you feel an agency has infringed your human rights.
We understand you may be feeling frustrated by the time you speak to us.
Try to explain your complaint in a few key points, including what happened and when.
Tell us what you'd like to happen, and remember to send us relevant documents.
We'll assess your complaint and decide on a course of action.
If we think we can help, we'll try to resolve the matter informally and, in some cases, we investigate further.
When we've finished, we might make recommendations to the agency on how it can improve.
In some cases, we'll present our findings to Parliament, so the public knows what we've said and the lessons can be learnt by the whole state government.
By helping government agencies to improve, we create a better experience for everyone.
We don't deal with complaints about the police, courts, politicians or employment issues.
There are some other limits on what we can do, too - for example, if your complaint is very old or there is another body that can deal with it.
If you're not sure what to do next, get in touch and we'll try to point you in the right direction.
You can find out more about where we can and can't help on our website.
Otherwise, you can email, call, write to us or make a time to come in and see us.
Head to ombudsman.vic.gov.au for more details.
The Victorian Ombudsman. Free. Fair. Independent.
Common complaint topics
Read about common complaint types, our role in cases and browse some related case examples.
Read about similar cases to yours and find out how we might handle your complaint.View all case examples