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2\n570 Bourke Street\nMelbourne VIC 3000","\u003Cp>\u003Ca href=\"tel:1800806314\">1800 806 314\u003C/a>\u003C/p>","\u003Cp>\u003Ca href=\"tel:131450\">131 450\u003C/a>\u003C/p>","\u003Cp>Choose \u003Ca href=\"https://www.accesshub.gov.au/about-the-nrs/nrs-call-numbers-and-links\">preferred NRS channel\u003C/a> then \u003Ca href=\"tel:1800806314\">1800 806 314\u003C/a>\u003C/p>","The Victorian Ombudsman pays respect to First Nation custodians of Country throughout Victoria. This respect is extended to their Elders past, present and emerging. We acknowledge their sovereignty was never ceded.",[283,284,285],{"__ref":253},{"__ref":271},{"__ref":286},"pages_default_Entry:126",[288,290,292,294,296,298],{"__ref":289},"pages_default_Entry:171",{"__ref":291},"pages_default_Entry:177",{"__ref":293},"pages_default_Entry:183",{"__ref":295},"pages_default_Entry:180",{"__ref":297},"pages_default_Entry:16316",{"__ref":299},"pages_default_Entry:174",[301,303,305,307,309],{"__ref":302},"footerSocialLinks_BlockType:3788",{"__ref":304},"footerSocialLinks_BlockType:3789",{"__ref":306},"footerSocialLinks_BlockType:3790",{"__ref":308},"footerSocialLinks_BlockType:56274",{"__ref":310},"footerSocialLinks_BlockType:56275",[312],{"__ref":248},[],["null","__typename",37,"title",100,"href",101,"introduction",315,"showAnchorLinks",6,"breadcrumbs",316,"mastheadImage",322,"pageType",327,"download",328,"downloadEasyEnglish",331,"body",332,"relatedPages",333,"additionalContent",334],"Most of us deal with public services at some point in our lives – it might be public schools or hospitals, public housing or dealing with your local council. You have a right to be treated fairly and have your human rights respected, in a culturally safe environment.",[317,321],["null","__typename",318,"title",319,"href",320],"Breadcrumb","Home","/",["null","__typename",318,"title",100,"href",101],[323],["null","__typename",324,"url",325,"width",326,"height",326],"assetsS3_Asset","https://assets.ombudsman.vic.gov.au/assets/masthead-illustrations/First-Nations-artwork.png",500,"default",["null","__typename",329,"url",330,"element",330],"linkField_Link",null,["null","__typename",329,"url",330,"element",330],"\u003Cfigure>\u003Cimg src=\"https://assets.ombudsman.vic.gov.au/assets/Other/First-Nations-5.jpg\" data-image=\"58102\">\r\n\r\n\u003Cdiv class=\"vo-card vo-card--outlined vo-card--teal margin-b-x3\">\u003Cdiv class=\"vo-card__inner\">\u003Cdiv class=\"vo-card__content\">\u003Cstrong>Acknowledgement\u003C/strong>\u003C/div>\u003Cbr>\r\n\u003Cdiv class=\"vo-card__content\">The Ombudsman acknowledges the Traditional Owners of Country in Victoria and First Peoples in all their diversity and pays respect to their Elders past and present. We recognise the enduring connection First Peoples have to land, water and culture, over which sovereignty was never ceded. This always was and always will be Aboriginal land. \u003C/div>\u003C/div>\u003Cbr>\u003C/div>\r\n\u003Cfigure>\u003Cimg src=\"https://assets.ombudsman.vic.gov.au/assets/Other/First-Nations-1.jpg\" data-image=\"58103\">\u003C/figure>\u003Ch2>If you’ve been treated unfairly by a public service\u003C/h2>\r\n\u003Cp>If you’ve been treated unfairly when dealing with a public service, you can make a complaint to us. We handle complaints about more than 1,000 state and local government organisations – everything from child safety and prisons to bodies like VicRoads and WorkSafe. \u003C/p>\r\n\u003Cp>Our role is to make sure the decisions and actions of public organisations are fair and they respect peoples’ human rights. When we weigh this up, we look at the circumstances surrounding your complaint, what the law says and the organisation's policies and procedures. We don’t advocate for individuals or public organisations, but we do try to find a fair outcome. \u003C/p>\r\n\u003Cp>Our staff are committed to making sure the complaints process is culturally safe, and we have a dedicated First Nations team who can help you with your complaint. \u003Cstrong>\u003Cbr>\u003C/strong>\u003C/p>\r\n\u003Ch3>How to make a complaint\u003C/h3>\u003C/figure>",[],[335,337,339,341,343],{"__ref":336},"additionalContent_accordion_BlockType:57994",{"__ref":338},"additionalContent_richContent_BlockType:58064",{"__ref":340},"additionalContent_accordion_BlockType:58065",{"__ref":342},"additionalContent_richContent_BlockType:58069",{"__ref":344},"additionalContent_richContent_BlockType:58141",["null","__typename",346,"id",347,"heading",330,"panels",348],"additionalContent_accordion_BlockType","57994",[349,353,356,359],["null","__typename",350,"panelTitle",351,"panelContent",352],"panels_BlockType","Step 1. Let’s have a yarn","\u003Cp>If you’ve been treated unfairly, you can make a complaint \u003Ca href=\"https://www.ombudsman.vic.gov.au/complaints/\" target=\"_blank\" rel=\"noreferrer noopener\">via our website\u003C/a> or give us a call on \u003Ca href=\"tel:1800806314\" target=\"_blank\" rel=\"noreferrer noopener\">1800 806 314\u003C/a>. We usually recommend you try to resolve your complaint with the organisation first – but we’re happy to talk to you first if you’re worried about it.\u003C/p>",["null","__typename",350,"panelTitle",354,"panelContent",355],"Step 2. We’ll take a look","\u003Cp>We’ll have a look at the information you give us and see if we can help. In some situations, we might contact the organisation on your behalf to see if we can find a solution.\u003C/p>",["null","__typename",350,"panelTitle",357,"panelContent",358],"Step 3. Sometimes we’ll take a deeper look","\u003Cp>If your complaint is big or complicated, we might need to spend more time looking into it. Sometimes, complaints become investigations, where take a deeper look into the issues you’ve raised and how to fix them. Investigations usually take longer to resolve, sometimes years. We’ll keep you updated along the way.\u003C/p>",["null","__typename",350,"panelTitle",360,"panelContent",361],"Step 4. We’ll let you know what we found out","\u003Cp>After we have looked into your complaint, we’ll let you know what we found as clearly as we can. If you’re unhappy with the outcome, you can ask us to get someone else to take a look – this won’t necessarily change the outcome, but it’s a way we can check that nothing went wrong in the process.\u003C/p>",["null","__typename",363,"id",364,"richContent",365],"additionalContent_richContent_BlockType","58064","\u003Cp>\u003Cstrong>Our commitment\u003C/strong> \u003C/p>\r\n\u003Cp>When we handle complaints, our approach is guided by five principles: \u003C/p>\r\n\u003Cul>\u003Cli>We respect your right to self-determination and to make decisions about services that affect you. \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>We strive to create a culturally safe environment, where you can feel safe, respected and empowered. \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>We take a trauma-informed approach and recognise the impacts of colonisation and intergenerational trauma on First Peoples. \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>We’re committed to accessible, inclusive services and remove barriers wherever we can. \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>We’re open and accountable for our actions and we’ll communicate clearly with you. \u003C/li>\u003C/ul>\r\n\u003Cfigure>\u003Cimg src=\"https://assets.ombudsman.vic.gov.au/assets/Other/First-Nations-2.jpg\" data-image=\"58104\">\u003C/figure>\u003Ch2>If you’ve seen improper conduct, corruption or criminal activity in a public organisation\u003C/h2>\r\n\u003Cp>If you see something in a public organisation that doesn’t look right, you can report it to us. Reports of improper conduct, corruption or criminal activity are sometimes called ‘whistleblower complaints’ or ‘public interest disclosures’. They might involve theft, risks to health and safety, dishonesty or misuse of information. \u003C/p>\r\n\u003Cp>If you report these issues to us, you can remain anonymous. And if you do tell us who you are, we’ll keep your identity confidential. \u003C/p>\r\n\u003Ch3>\u003Cstrong>How to \u003C/strong>make a report \u003C/h3>\r\n\u003Cp>To report improper conduct, corruption or criminal activity in a public organisation, you can: \u003C/p>\r\n\u003Cul>\u003Cli>talk to us, by \u003Ca href=\"https://www.ombudsman.vic.gov.au/complaints/make-complaint/\" target=\"_blank\" rel=\"noreferrer noopener\">making a complaint online\u003C/a>, calling \u003Ca href=\"tel:1800806314\" target=\"_blank\" rel=\"noreferrer noopener\">1800 806 314\u003C/a> or emailing \u003Ca href=\"mailto:firstnations@ombudsman.vic.gov.au\" target=\"_blank\" rel=\"noreferrer noopener\">firstnations@ombudsman.vic.gov.au\u003C/a> \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>contact the \u003Ca href=\"https://www.ibac.vic.gov.au/report\" target=\"_blank\" rel=\"noreferrer noopener\">Independent Broad-based Anti-corruption Commission (IBAC)\u003C/a>. \u003C/li>\u003C/ul>\r\n\u003Cp>You’ll need to tell us: \u003C/p>\r\n\u003Cul>\u003Cli>what you saw and why you think it could improper conduct, corruption or criminal activity \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>who was involved \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>when and where it happened \u003C/li>\u003C/ul>\r\n\u003Cul>\u003Cli>whether you’ve told anyone else. \u003C/li>\u003C/ul>\r\n\u003Cp>You can also send us copies of any documents related to your report. \u003C/p>\r\n\u003Cp>\u003Ca href=\"https://www.ombudsman.vic.gov.au/reporting-improper-conduct/\" target=\"_blank\" rel=\"noreferrer noopener\">Find out more about reporting improper conduct\u003C/a>\u003C/p>\r\n\u003Cfigure>\u003Cimg src=\"https://assets.ombudsman.vic.gov.au/assets/Other/First-Nations-3.jpg\" data-image=\"58105\">\u003C/figure>\u003Ch2>If you want to read our investigations into fairness and human rights\u003C/h2>\r\n\u003Cp>As well as handling complaints, we also investigate whether the decisions and actions of public organisations are fair. In recent years, we’ve investigated a few topics related to the experiences of First Peoples. \u003C/p>",["null","__typename",346,"id",367,"heading",330,"panels",368],"58065",[369,372,375],["null","__typename",350,"panelTitle",370,"panelContent",371],"Investigation into healthcare provision for Aboriginal people in Victorian prisons (March 2024)","\u003Cp>This investigation looked at how Aboriginal people in prison access health services. People we spoke to told us about delays in access to healthcare, problems getting mental health support, a lack of trauma-informed care and staff stopping them from accessing healthcare. We made five recommendations to improve how healthcare is provided in prisons. \u003C/p>\n\u003Cp>\u003Ca href=\"https://www.ombudsman.vic.gov.au/our-impact/investigation-reports/investigation-into-healthcare-provision-for-aboriginal-people-in-victorian-prisons/\" target=\"_blank\" rel=\"noreferrer noopener\">Read the full report\u003C/a> \u003C/p>",["null","__typename",350,"panelTitle",373,"panelContent",374],"Investigation into the planning and delivery of the Western Highway duplication project (July 2020)","\u003Cp>This investigation looked into the government’s plan to duplicate a section of the Western Highway, which would damage or destroy sites of Aboriginal cultural heritage significance, including a number of trees in the vicinity of Langi Ghiran State Park, to the east of Ararat, that were said to be sacred to Djab Wurrung traditional custodians. \u003C/p>\n\u003Cp>\u003Ca href=\"https://www.ombudsman.vic.gov.au/our-impact/investigation-reports/investigation-into-the-planning-and-delivery-of-the-western-highway-duplication-project\" target=\"_blank\" rel=\"noreferrer noopener\">Read the full report\u003C/a> \u003C/p>",["null","__typename",350,"panelTitle",376,"panelContent",377],"Investigation into the financial support provided to kinship carers (December 2017)","\u003Cp>This investigation looked into the experience of kinship carers who look after children in child protection. Kinship carers can be family members, people in the child’s social network or trained foster carers. Many kinship carers experience financial hardship, because they have to pay for food, shelter, furniture, education, childcare and healthcare for the child in their care. We made three recommendations to improve financial support for kinship carers. \u003C/p>\n\u003Cp>\u003Ca href=\"https://www.ombudsman.vic.gov.au/our-impact/investigation-reports/investigation-into-the-financial-support-provided-to-kinship-carers\" target=\"_blank\" rel=\"noreferrer noopener\">Read the full report\u003C/a> \u003C/p>",["null","__typename",363,"id",379,"richContent",380],"58069","\u003Cp>\u003Ca href=\"https://www.ombudsman.vic.gov.au/our-impact/investigation-reports/\" target=\"_blank\" rel=\"noreferrer noopener\">Find out more about our past investigations\u003C/a>\u003C/p>\r\n\u003Cfigure>\u003Cimg src=\"https://assets.ombudsman.vic.gov.au/assets/Other/First-Nations-4.jpg\" data-image=\"58106\">\u003C/figure>\u003Ch2>If you’re feeling distressed and want support\u003C/h2>\r\n\u003Cp>If you’re feeling distressed, you don’t have to deal with it alone. Here are some support services that can help. \u003C/p>\r\n\u003Ctable>\u003Ctbody>\u003Ctr>\u003Ctd>\u003Cp>\u003Cstrong>Crisis support\u003C/strong> \u003C/p>\r\n\u003Cp>13YARN – 13 92 76  \u003C/p>\r\n\u003Cp>Lifeline Australia – 13 11 14  \u003C/p>\r\n\u003Cp>Suicide Call Back – 1300 659 467 \u003C/p>\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cp>\u003Cstrong>Domestic, family and sexual violence support \u003C/strong>\u003C/p>\r\n\u003Cp>1800RESPECT – 1800 737 732 \u003C/p>\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cp>\u003Cstrong>\u003Cstrong>Mental health, \u003C/strong>relationships and wellbeing support \u003C/strong>\u003C/p>\r\n\u003Cp>MensLine Australia – 1300 78 99 78  \u003C/p>\r\n\u003Cp>Yarning SafeNStrong – 1800 959 563 \u003C/p>\r\n\u003Cp>BeyondBlue – 1300 224 636 \u003C/p>\u003C/td>\u003C/tr>\u003C/tbody>\u003C/table>\r\n\u003Cfigure>\u003Cimg src=\"https://assets.ombudsman.vic.gov.au/assets/Other/First-Nations-5.jpg\" data-image=\"58102\">\u003C/figure>\u003Ch2>Talk to us\u003C/h2>\r\n\u003Cp>If you want to make a complaint or find out more about the process, you can call us on \u003Ca href=\"tel:1800806314\" target=\"_blank\" rel=\"noreferrer noopener\">1800 806 314\u003C/a> or email \u003Ca href=\"mailto:firstnations@ombudsman.vic.gov.au\" target=\"_blank\" rel=\"noreferrer noopener\">firstnations@ombudsman.vic.gov.au\u003C/a>. \u003C/p>\r\n\u003Cp>If we can’t help with your complaint, we’ll try to help you find an organisation who can. \u003C/p>\r\n\u003Cp>You can also make a complaint via our \u003Ca href=\"https://www.ombudsman.vic.gov.au/complaints/\" target=\"_blank\" rel=\"noreferrer noopener\">online complaint form\u003C/a>. \u003C/p>",["null","__typename",363,"id",382,"richContent",383],"58141","\u003Ch2>\u003Cstrong>About\u003C/strong>\u003Cstrong> the artwork\u003C/strong>\u003C/h2>\r\n\u003Cp>\u003Cstrong>Maddison Laws, \u003Cem>Yapaneypuk\u003C/em>, 2025\u003C/strong>\u003Cem>\u003Cbr>('Together' in Yorta Yorta, pronounced 'yap-an-yee-pooch')\u003C/em>\u003C/p>\r\n\u003Cp>This artwork represents the many Countries that make up the rich and diverse landscape of Aboriginal Australia. Each section, defined by its own colours and patterns, symbolises a different land, community or lineage, all of which are distinct and sacred in its own right. Though these Countries are unique, they converge here, interwoven like our rivers meeting at a single source. This is a story of collaboration, strength in diversity and a deep connection to culture and land.\u003Cbr>\u003C/p>",1784088082942]