Case examples

Case example Golf club responsiveness below par

Henry was barred from playing golf during the COVID lockdown.

Complaint handling
Councils

Case example Family crammed into public housing flat

With a family of six to support, Ahmed's two-bedroom apartment didn’t provide enough space for his partner and four children.

Service delays
Department of Families, Fairness and Housing

Case example Denied border permit leads to loss of flock

Phillipa travelled to Wagga Wagga in NSW in April to support her daughter after she gave birth to premature twins.

System failures
Department of Health

Case example Grieving siblings locked out of Victoria after attending funeral

When the funeral was finished and family matters tended too, Alex was keen to return home, but the borders shut, and he now required an exemption to return home.

System failures
Department of Health

Case example Ten negative COVID tests not enough to satisfy border permit

After organising the funeral and ensuring his mother’s well being, Jose assumed his application for a border permit to return to Victoria would be granted without much fuss.

System failures
Department of Health

Case example Border lockout leaves grandma in crowded house

Very quickly, a three-week visit turned into a three-month stay for Sandra, who was conscious of the stress her son’s family was already going through.

System failures
Department of Health

Case example Border closures separate school children from parents

Amanda sent Harriet to her grandparent’s property in NSW whilst she ran the bureaucratic gauntlet of trying to get her daughter a border permit

System failures
Department of Health

Case example Sick grandmother's bid to protect family

Edwina had become concerned for the safety of her family.

Complaint handling
Department of Families, Fairness and Housing

Case example Mum pleads to help keep daughter alive

A mother was keeping her daughter alive by running three life support machines at her home.

Disability
Department of Health & Human Services

Case example Student in fight to claim degree from University

After finishing his final semester of study, Ethan was shocked to learn he was not eligible to receive his Bachelor of Business degree

System failures
Department of Education & Training

Case example Ombudsman helps ring wedding bells

After filing his Single Status request with the Registry of Births, Deaths and Marriages, Dominic waited for the certificate to arrive.

Service delays
Registry of Births, Deaths and Marriages

Case example VicRoads backflip puts Harry in the driver’s seat

Harry was working in a supermarket but COVID-19 imposed curfews made it difficult for him to attend work

System failures
VicRoads

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