Ombudsman charts a new course for fairness and accountability: Annual Report 2024-25

The Victorian Ombudsman, Marlo Baragwanath, has released her annual report of operations for 2024-25, marking a year of reflection, renewal and reform, and setting a new direction for fairness in Victoria.

“When Parliament created this office in 1973, it did so to level the playing field between people and government,” Ms Baragwanath said. “More than fifty years on, that mission remains as vital as ever, and this year, we have set our course for how we’ll continue to uphold it.”

The report coincides with the launch of the Ombudsman’s Strategic Plan 2025–29, built around a new vision: Victoria is fair reflecting the future we want to build where people are at the centre of decisions, human rights are protected, and public bodies are open and accountable.

The plan centres on four themes, Prevention, Oversight, Communities, and People and Systems, reflecting the Ombudsman’s dual role as independent investigator and collaborative reform partner.

Amidst the renewal, the core work of the office continued. Almost 17,000 people complained to the Ombudsman’s office about their experiences with public services from delays to serious allegations of improper conduct and breaches of human rights. Consistent with previous years, complaints about decision-making and poor communication were the most common issues, however, both continue to trend down as we focus our prevention efforts on them.

Many complaints were resolved informally through enquiries to the organisation concerned, but others benefited from a more structured conciliation process. This year, the office conciliated 64 complaints, 90 per cent of which resulted in a resolution,

“I thank every person who trusted us with their complaint. It takes significant bravery to speak up, and by doing do, each has contributed to creating a more just and accountable Victoria, Ms Baragwanath said. “I’m also grateful to the agencies who worked with us constructively, as independence does not mean isolation, and lasting reform depends on that collaboration.”

While celebrating progress, Ms Baragwanath also warned that core integrity agencies are under growing financial strain.

“Although funding in dollar terms appears stable, we’re receiving a shrinking share of total government expenditure,” she said. “I’ll continue to advocate for a transparent process to ensure integrity bodies have the resources needed to meet the expectations of Parliament and the community.”

Looking ahead, Ms Baragwanath said the office’s new strategy reflects its enduring purpose. “It’s an ambitious plan,” she said. “But ambition is what fairness requires.”

Read the Victorian Ombudsman’s Annual Report 2024-25

Media enquiries:

Bliss David – A/Manager, Communications

Phone: 0409 936 235

Email: vomedia@ombudsman.vic.gov.au