Ombudsman complaint investigation


You have the right to complain if you believe a Government department or industry has treated you unfairly.
How to make your complaint
It is usually better to put your complaint in writing, especially if it is complex. Carefully detail the main facts without adding irrelevant information. Also, keeping this realistic, suggest what action you would like the Ombudsman to take to resolve your problem. Include the relevant documentation to help support your case, but only send copies of your documents.
If you phone the Ombudsman's office keep note of the time and date of your call, plus the name and position of the person you spoke to. Stay calm, polite and focus on your problem even if you feel angry or frustrated.
Also see the Australian Competition and Consumer Commission website for their Fact Sheets on mobile phone services, grocery and petrol prices, warranty, guarantee, refund policies and how to make a complaint.
You can complain to Ombudsman Victoria if you are unhappy about the way you have been treated by any:
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Victorian Government department
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Statutory Authority
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Municipal or Shire Council
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Private agency carrying out statutory responsibilities of government.
The Ombudsman can investigate decisions, actions and conduct of employees of State government agencies including:
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School Councils
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Transport Accident Commission (TAC)
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Universities and other tertiary institutions
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VicRoads
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Victorian WorkCover Authority
Location
Level 9,
459 Collins Street (North Tower)
Melbourne VIC 3000
Website:
Phone:
Fax:
Tollfree:
Email:
Eligibility
Fax:
Tollfree:
Email:
Eligibility
(03) 9613 6222
(03) 9614 0246
1800 806 314
ombudvic@ombudsman.vic.gov.au
Before making a complaint, you must first try to resolve your problem with the authority concerned. Complaints should be written and signed.
(03) 9614 0246
1800 806 314
ombudvic@ombudsman.vic.gov.au
Before making a complaint, you must first try to resolve your problem with the authority concerned. Complaints should be written and signed.
Independent Broad-based Anti-corruption Commission
(IBAC) - Investigates complaints against Victoria Police (and other Victorian Government bodies) to ensure ethical and professional standards are maintained.
Disability Services Commissioner
- Investigates and helps resolve complaints
Phone: 1800 677 342 1300 726 563 (TTY)
Health Services Commissioner
Investigates complaints to ensure ethical and professional standards are maintained. Phone: 1800 136 066
Privacy Victoria
- Investigates complaints Phone: 1800 666 444.
The Commonwealth Ombudsman investigates complaints about:
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Actions and decisions of Australian Government agencies to see if they are wrong, unjust, unlawful, discriminatory or unfair.
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Goods and services delivered to the public by government contractors for and on behalf of the Australian Government.
Commonwealth government agencies include Centrelink and Veterans' Affairs benefits, child support payments, Child Support Agency, ATO, Australian Federal Police, Defence Force, immigration detention centres and immigration decisions.
Location
Level 10, Casselden Place
2 Lonsdale Street
Melbourne VIC 3000
Phone:
Fax:
Tollfree:
Email:
Eligibility
Fax:
Tollfree:
Email:
Eligibility
1300 362 072
(03) 9654 7949 (Melbourne VIC)
Monday to Friday 9am - 5pm
ombudsman@ombudsman.gov.au
You must try to resolve the problem with the department or agency first.
(03) 9654 7949 (Melbourne VIC)
Monday to Friday 9am - 5pm
ombudsman@ombudsman.gov.au
You must try to resolve the problem with the department or agency first.
Postal Industry Ombudsman
Investigates complaints about Australia Post or any other postal or courier operators (registered with the scheme) which have been unable to be resolved directly.
Fair Work Ombudsman
1300 186 278- Information line on workplace agreements, pay and conditions, fairness test. See website for more details.
To complain about banks, insurance, telecommunication companies, gas, electricity and water suppliers, lawyers, doctors, builders or about discrimination, privacy, employment or disability matters, contact the appropriate Industry Ombudsman. See contact details and links below.
The Financial Ombudsman Service (FOS) Australia offers fair, independent and accessible dispute resolution for consumers who are unable to resolve complaints with member financial service providers. The service is free of charge for applicants and is an alternative to going to court.
Postal
address:
GPO Box 3
Melbourne VIC 3001
Website:
Phone:
Fax:
Tollfree:
Email:
Eligibility
Fax:
Tollfree:
Email:
Eligibility
1800 367 287
(03) 9613 6399 (Melbourne VIC)
Monday to Friday 9am - 5pm
info@fos.org.au
Before we can consider the dispute, your financial services provider must be given an opportunity to resolve the dispute with you directly. Your financial services provider will have a complaints area that you can contact by phone, email or letter.
(03) 9613 6399 (Melbourne VIC)
Monday to Friday 9am - 5pm
info@fos.org.au
Before we can consider the dispute, your financial services provider must be given an opportunity to resolve the dispute with you directly. Your financial services provider will have a complaints area that you can contact by phone, email or letter.
Free service fully funded by Transurban.
Postal
address:
address:
GPO Box 3
Melbourne VIC 3001
Phone:
Email:
Eligibility
Email:
Eligibility
1800 145 009
admin@tollingombudsman.com.au
You must try to resolve your problem before contacting the Ombudsman. Phone CityLink Customer Service on 8656 8770 or email
resolve@citylink.com.au
admin@tollingombudsman.com.au
You must try to resolve your problem before contacting the Ombudsman. Phone CityLink Customer Service on 8656 8770 or email resolve@citylink.com.au
The Credit and Investment Ombudsman (CIO) offers an impartial dispute resolution scheme to assist consumers to resolve complaints with participating financial services providers.
Postal
address:
PO Box A252
Sydney South NSW 1235
Phone:
Fax:
Tollfree:
Email:
Eligibility
Fax:
Tollfree:
Email:
Eligibility
1800 138 422
(02) 9723 8440
Monday to Friday 9am - 5pm
info@cio.org.au
You must first try to resolve your problem by contacting your financial service provider.
(02) 9723 8440
Monday to Friday 9am - 5pm
info@cio.org.au
You must first try to resolve your problem by contacting your financial service provider.