Conciliation

Resolving complaints by conciliation at the Victorian Ombudsman

Conciliation is one means of resolving complaints to the Ombudsman about public organisations. It is a voluntary process.

A conciliation meeting brings complainants and public organisations together in a supported conciliator-led environment. Our conciliators will assist the parties in discussing the complaint; they will evaluate parties’ positions and suggest options to help the parties resolve the complaint.

Benefits of conciliation

Under the guidance of our conciliators, conciliation can:

• achieve a speedy resolution of a complaint
• offer a controlled and confidential environment, in which parties agree to rules of respectful engagement
• give parties an opportunity to explain what has happened and what they think is a fair outcome to the complaint
• enlighten and allow parties to appreciate each other’s viewpoints.

Confidentiality and privacy

• Conciliation meetings are held in private and are confidential.

After conciliation

• If an agreement is reached, we will treat the complaint as ‘informally resolved and closed.
• If parties do not reach an agreement, the complaint may still be closed, we may resume enquiries or we may consider an investigation.

Preparing for conciliation

• We ask the parties to think about the steps that might resolve the complaint.
• Parties should bring an open mind and be prepared to listen.
• Parties need to participate in a respectful conversation and see conciliation as an opportunity to talk about their experience and resolve the complaint.
• Please advise us if you wish to bring a support person. We recognise support persons can improve the fairness, efficiency, and effectiveness of conciliation.