Case examples

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

Case example Complaints about financial grants for small business

We have received more than 550 complaints about financial grants to support small business during the pandemic. The complaints are about delays and poor communication with applicants. We have asked the Department to fix errors and contact applicants to discuss their situations.

Service delays
Complaint handling
COVID-19
Department of Jobs, Precincts and Regions

Case example Prisoner distressed by solitary confinement

Lucas was placed in solitary for his safety. He didn't want to be in solitary and had previously been safe in the general population. After we spoke with the prison, they moved Lucas out of solitary.

Human Rights
Prisons

Case example Grandparents granted $10k in kinship back-payments

Grandparents Wendy and Joseph found their lives turned upside down when granddaughter Lilly was removed from her mother and placed into their protective care.

Kinship Care
Disability
Department of Families, Fairness and Housing

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 Prison restricts access to culturally appropriate food

While prisons understandably restrict items that can be brought in for security reasons, everyone is entitled to have their cultural rights upheld.

Human Rights
Department of Corrections

Case example Hold up with birth certificate proves costly

Birth certificates prove legal identity and not having one can cause significant disadvantage. It can be difficult to access supports and services.

Service delays
Registry of Births, Deaths and Marriages

Case example Tereza’s right to protection from degrading treatment at a COVID-19 test site

Tereza uses a wheelchair and went to a drive-through COVID-19 testing site. After waiting nearly four hours, she asked staff to use the toilet. Tereza was told she would have to return to the start of the line if she left.

Human Rights
Disability
COVID-19
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 Siblings reunited after being separated

Byron was placed in foster care while his two sisters were placed in the care of their grandmother Johanna. She wanted to be able to care for Byron. We spoke with Child Protection and reviewed their records. They apologised to Johanna and placed Byron in her care, with his sisters.

Kinship Care
Human Rights
Apologies
Department of Families, Fairness and Housing

Case example Man banned from attending local council meetings

Jonathan complained about a Council banning him from its meetings for 12 months. He believed the ban breached his human rights. After looking into the matter, we found the Council's decision was not unreasonable or incompatible with human rights.

Challenging behaviour
Human Rights
Councils

Case example Most vulnerable citizens denied hardship

Financial Councillors Victoria Executive Officer Dr Sandy Ross urges councils to show greater empathy to their most vulnerable citizens.

Fees
Councils

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