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You have the right to complain |
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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. |
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| Victorian Government Ombudsman (Ombudsman Victoria) | |||
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You can complain to Ombudsman Victoria if you are unhappy about the way you have been treated by any:
The Ombudsman can investigate decisions, actions and conduct of employees of State government agencies including:
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| Location: |
Level
9, 459 Collins Street (North Tower) Melbourne VIC 3000 |
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| Website: |
Ombudsman Victoria www.ombudsman.vic.gov.au |
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Phone: Fax: Tollfree: Email: |
(03) 9613 6222 (03) 9614 0246 1800 806 314 ombudvic@ombudsman.vic.gov.au |
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| Eligibility: |
Before making a
complaint, you must first try to resolve your problem with the authority
concerned.
Complaints should be written and signed. |
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Office of Police Integrity
(OPI) - Investigates
complaints against the Victoria Police Force to ensure ethical and
professional standards are maintained. |
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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. |
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| Location: |
Level 10, Casselden
Place 2 Lonsdale Street Melbourne VIC 3000 |
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| Website: |
Commonwealth Ombudsman
www.ombudsman.gov.au |
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Phone:
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1300 362 072 (03) 9654 7949 (Melbourne VIC) Monday to Friday 9am - 5pm ombudsman@ombudsman.gov.au |
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| Eligibility: |
You must try to resolve the problem with
the department or agency first. |
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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.
Workplace Ombudsman 1300 363 264 - Information line on
workplace agreements, pay and conditions, fairness test. See website for
more details. |
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Industry Ombudsman |
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Australian Banking Industry Ombudsman Ltd (ABIO formerly BFSO) |
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Independently investigates complaints about Australian banks and financial service providers as an alternative to going to court. |
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| Location: |
Level 5 31 Queen Street Melbourne VIC 3000 |
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| Postal address: |
GPO Box
3 Melbourne VIC 3001 |
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| Website: |
Banking and Financial Services Ombudsman www.abio.org.au |
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Phone:
Fax: |
1300 780 808 (03) 9613 7345 enquiries@bfso.org.au Monday to Friday 9am - 5pm |
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Eligibility: |
You must try to resolve your
problem before contacting the Ombudsman.
Individual or small business loss must be less than $250,000. |
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CityLink Customer Ombudsman (Victoria) |
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Free service fully funded by Transurban. |
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| Postal address: |
Level 3, IBM Tower 60 City Road SOUTHGATE VIC 3006 |
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| Website: |
CityLink Customer Ombudsman www.transurbanombudsman.com.au |
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Phone:
Fax: |
1800 664 871 (03) 9626 2455 admin@transurbanombudsman.com.au |
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Eligibility: |
You must try to resolve your
problem before contacting the Ombudsman. Phone CityLink Customer Service on 132 629
or email
assist@citylink.com.au |
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| Postal address: |
PO Box A252 Sydney South NSW 1235 |
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| Website: |
Credit Ombudsman www.creditombudsman.com.au |
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Phone:
Fax: |
1800 138 422 (02) 9261 2798 |
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Eligibility: |
You must first try to resolve your
problem by contacting your companies
Complaints Contact Person. |
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Energy and Water Ombudsman (Victoria) |
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Free service independently resolves disputes between electricity, gas and water customers and providers. |
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| Postal address: |
GPO Box 469D Melbourne VIC 3001 |
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| Website: |
Energy and Water Ombudsman
www.ewov.com.au |
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Phone: |
1800 500 509 Restricted phone services - ring Telstra Reverse Charges (12550) and quote 9649 7599 - EWOV will accept reverse charges and call cost. 1800 500 549 ewovinfo@ewov.com.au 131 450 |
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| Eligibility: |
You must try to resolve the problem with your provider first. |
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Insurance Ombudsman Service IOS (Victoria) |
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Insurance Ombudsman Service freely and impartially resolves general insurance disputes between consumers and insurers including home building, contents, motor vehicle, pleasure craft, travel, sickness and accident, consumer credit, valuables, personal property and medical indemnity insurance. It can also help with some residential strata title policies, small business policies and third party motor vehicle disputes (if you are uninsured and property damage is below $3000). Check their website as not all insurance companies participate in this scheme. |
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| Postal address: |
PO Box 561 Collins St West Melbourne VIC 8007 |
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| Website: |
Insurance Ombudsman Service www.insuranceombudsman.com.au |
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Phone:
Fax: |
1300 780 808 9621 2060 ios@insuranceombudsman.com.au |
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Eligibility: |
You must ask your insurance company to resolve your complaint first. If it remains unresolved ask for your dispute to be dealt with by the company's Internal Dispute Resolution (IDR) process. All participating companies must provide you with a final decision in writing within 15 business days. | ||
| Legal Services Victoria (formerly Legal Ombudsman) | |||
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The Legal Services Commissioner deals with complaints and disputes about:
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| Postal address: |
Level 9, 330 Collins Street Melbourne VIC 3000 |
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| Website: |
Legal Services Victoria www.lsc.vic.gov.au |
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Phone: |
(03) 9679 8001 (03) 9679 8101 1300 796 344 |
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Services: |
Complaints must be made in writing. Complaint Forms can be downloaded through their website. | ||
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The Private Health Insurance Ombudsman can:
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| Postal address: |
Private Health Insurance Ombudsman
Level 7, 362 Kent Street |
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| Website: |
Private Health
Insurance Ombudsman |
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Phone:
Fax: |
1800 640 695 |
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Eligibility: |
Contact your
private health fund or the body first as they may be
able to resolve your complaint. The Ombudsman cannot deal with complaints
about Medicare. These should be directed to the
Commonwealth
Ombudsman. |
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Public Transport Ombudsman (Victoria) |
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Investigates complaints which have been unable to be resolved directly with public transport operators. The Ombudsman provides a free and fair service, independent of both the government and public transport operators. |
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| Postal address: |
PO Box 538
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| Website: |
Public Transport Ombudsman |
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Phone:
Fax: |
(03) 8623 2111 |
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Eligibility: |
You must give the public transport operator the opportunity to respond by complaining directly to them. If you are dissatisfied with their response then you can complain to the Ombudsman. |
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Resolves disputes for residential and small business consumers who have a complaint about their telephone or internet service. |
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| Location: |
Level 3, 595 Collins St Melbourne VIC 3000 |
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| Postal address: |
PO Box 276 Collins Street West VIC 8007 |
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| Website: |
Telecommunications
Industry Ombudsman
www.tio.com.au |
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Phone:
Fax: |
1800 062 058 1800 630 614 tio@tio.com.au |
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Eligibility: |
You must try to resolve the problem with your provider first. |
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Page updated: 31.07.07 |
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