Service Delivery Charter

These are the service standards you can expect from us when you contact us for help. We hold ourselves accountable to these standards.

Our service

The Ombudsman is an independent officer of the Victorian Parliament.

The Ombudsman's Office:

  • considers complaints about most actions and decisions of Victorian government bodies, local councils and other public organisations under the Ombudsman Act 1973 (Vic). We may try to resolve, or we may investigate these complaints.
  • receives and investigates public interest disclosures about the conduct of public officers and bodies under the Public Interest Disclosures Act 2012 (Vic)
  • conduct training, and encourage improvement in public administration and complaint handling.

Our staff are authorised to perform the functions and duties of the Ombudsman. Information we obtain cannot always be made public, and can only be disclosed where necessary in the performance of the functions of the office.

The public is able to easily access our service. Our standard office hours are 9am to 5pm Monday to Friday (except on Victorian public holidays when we are closed).

You can contact us online, by phone, mail or visiting our office.

Our commitment

The Ombudsman is committed to providing an accessible and responsive service that is:

  • free, independent and impartial
  • open and transparent
  • focussed on practical and meaningful outcomes
  • sensitive to the circumstances of individuals and communities with specific needs.

How we can help you

We can consider complaints about most actions and decisions of:

  • Victorian government bodies
  • Councils
  • Other Victorian publicly funded organisations
  • Those acting on behalf of these organisations.

If we think there might be wrongdoing, we can make enquiries or conduct an investigation. We don't look into every complaint we receive.

We will tell you about the outcome of our consideration of your complaint, including our reasons for any conclusions we reach. Usually we inform the organisation involved too.

If we do not intend to take action on your complaint, we will explain why and, where possible, provide you information about other available options.

We can also receive most public interest disclosures about improper conduct or detrimental action involving a public officer or body.

We will deal with your complaint in a professional manner. Our staff are expected to be respectful and responsive in all their communications. As you will appreciate, we expect the same of you when you communicate with us.

Keeping you informed

We aim to:

  • acknowledge receipt of your complaint
  • tell you who is dealing with your complaint
  • give you their contact details

within 5 business days

Deal with most straight-forward complaints


Deal with complaints after making enquiries
within 30 days


within 90 days
Investigate more complex caseswithin 9 months
Update you about your complaint, unless it is not practical or appropriate to do soevery 4 weeks

How you can help us

To help us deal with your complaint, it is helpful if you can give us:

  • your name and contact details. You can make a complaint anonymously; but this will mean we are not able to tell you about the outcome of the consideration of your complaint
  • a summary of your complaint, including dates and a short explanation of what you have done to try to resolve the matter yourself
  • the outcome you are seeking from us.

As we expect our staff to be courteous and respectful when dealing with you, we expect you to afford our staff the same in return.

    Accountability

    We monitor our performance against our service standards and listen to your feedback to improve the way we work.

    Information about our performance is also published in our Annual Report.

    The Ombudsman reports to the Victorian Parliament and and the parliamentary Integrity and Oversight Committee, which is responsible for:

    • monitoring, reviewing and reporting to Parliament on the performance of the Ombudsman
    • examining Ombudsman reports tabled in Parliament.

    Further information

    More information about the Ombudsman's role and responsibilities is available, including:

    Complaints about us

    We welcome your constructive feedback, including what you believe we can improve on and what you think we have done well.

    If you are dissatisfied with the way in which we have dealt with you or your complaint, you can complain to us.

    The Victorian Inspectorate is also able to receive complaints about the Victorian Ombudsman, and can assess and investigate:

    • how we have used the Ombudsman's coercive powers
    • how we have provided procedural fairness.

      Complaints

      Find out what type of complaints we take. Read answers to common questions people have about our process.

      Complaints — Read more