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.
 

• Victorian Government department
• Statutory Authority
• Municipal or Shire Council
• Private agency carrying out statutory responsibilities of government.

The Ombudsman can investigate decisions, actions and conduct of employees of State government agencies including:

• School Councils
• Transport Accident Commission (TAC)
• Universities and other tertiary institutions
• VicRoads
• Victorian WorkCover Authority

Commonwealth Ombudsman

The Commonwealth Ombudsman investigates complaints about:

• Actions and decisions of Australian Government agencies to see if they are wrong, unjust, unlawful, discriminatory or unfair.

• 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.
 

Phone:  
Fax:
Hours:
Email:
 

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.
 

Industry Ombudsman

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.
 

Australian Banking Industry Ombudsman Ltd (ABIO formerly BFSO)

Phone:  Fax:
Email: Hours: 

Eligibility: 

CityLink Customer Ombudsman (Victoria)

Phone:  Fax:
Email:
 

Eligibility: 

Credit Ombudsman

Free, industry funded service. You can complain to the Credit Ombudsman if you believe the Member you dealt with has:

• breached relevant laws
• breached the MFAA Code of Practice or other recognised Codes of Practice
• not met standards of good practice in the Credit Industry
• acted unfairly towards you.

Phone:  Fax:
 

Eligibility: 

Energy and Water Ombudsman (Victoria)

Phone:


Fax:
Email: Interpreter:
 

Insurance Ombudsman Service IOS (Victoria)

Phone:  Fax:
Email:
 

Eligibility: 

• Action causing you financial loss
• Conflict of interest and other ethical issues
• Costs charged to you by your lawyer
• Delays caused by your lawyer
• Inadequate service
• Incompetence
• Poor communication

Phone: 
Fax:
Local.call:
 

Services:

Private Health Insurance Ombudsman

• Provide members with an independent service for health insurance problems and enquiries.
• Deal with complaints about a private health fund, private health insurance, private hospital,  medical practitioner, dentist or other practitioner. Complaints must be about private health insurance.

Private Health Insurance Ombudsman

Level 7, 362 Kent Street
Sydney NSW 2000
 

Private Health Insurance Ombudsman
www.phio.org.au
 

Phone:  Fax:
Email:
Hours: 

1800 640 695
(02) 8235 8778
info@phio.org.au
Monday to Friday 9am - 5pm
 

Eligibility: 

Public Transport Ombudsman (Victoria)

PO Box 538
Collins Street West
MELBOURNE VIC 8007

Public Transport Ombudsman
www.ptovic.com.au
 

Phone:  Fax:
Email:
Hours: 

(03) 8623 2111
(03) 8623 2100
enquiries@ptovic.com.au
Monday to Friday 8.30am - 5pm
 

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.

Telecommunications Industry Ombudsman

Phone:  Fax:
Email:
 

Eligibility: