Keeping the public sector focused on the community it serves: Annual report 2025–26

Across the last year, the Victorian Ombudsman handled nearly 18,000 complaints focused on corrections environments, local government, housing and many other public services, as outlined in the office’s Annual report 2025–26 tabled in Parliament today.

“Public services are under pressure from rising demand, tight budgets and rapid technological change,” said Dan Nicholson, Deputy Ombudsman, Operations. “At the same time, Victorians expect services to be fair, transparent and accountable. The Ombudsman's role is to help ensure public organisations remain focused on the people they serve.”

During 2025–26, the Ombudsman received 17,913 complaints within jurisdiction and made enquiries into a further 4,575 matters. The most common concerns related to incorrect decisions, complaint handling, communication and financial matters such as fees, charges and compensation.

The Ombudsman tabled four investigation reports in Parliament examining councils’ use of small claims handlers, domestic building insurance claims management, flood planning decisions near the Maribyrnong River, and alleged misconduct in a private prison. Public sector organisations accepted 90 per cent of the Ombudsman’s recommendations.

The report also highlights the office’s prevention and engagement work. During the year, the Ombudsman delivered 46 workshops to 858 public sector participants and engaged with around 2,500 people across Victoria.

“We've continued to engage with communities that may face barriers to raising concerns or accessing public services,” said Linda Timothy, Deputy Ombudsman, Prevention. “These relationships help us build trust, identify emerging issues and prevent harm.”

The office also completed three complaint system reviews, published new prevention and engagement strategies, and progressed key organisational reforms, including implementation of its People strategy 2025–28 and development of future technology, digital and data capabilities.

The Victorian Ombudsman exists to promote fairness, integrity and respect for human rights, by holding the Victorian public sector accountable to the people of Victoria. This ambition is reflected in the Ombudsman’s vision, ‘Victoria is fair’.

Download the Annual report 2025–26

For interview requests or further information:

Peter Davies
Manager, Strategic Communications
Phone 0409 936 235 / Email vomedia@ombudsman.vic.gov.au