'Victoria is fair' – that's the vision that underpins our new 'Strategic plan 2025–29'. This vision distils our aspiration for a fair Victoria where human rights are protected & promoted; people are kept at the centre of decision making; & public bodies are open and accountable.

Service update: Our phone line is closed today for staff training. We will reopen Thursday morning at 9am. In the meantime, you can still make a complaint online. Go to

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Service update: Our phone line has been restored, so you can now contact us via 1800 806 314. Thanks for your patience.

Service update: Our phone line is still offline as we try to fix a technical issue. In the meantime, you can still make a complaint via our website – go to We apologise for the inconvenience.

Our phone line is down due to technical issues. We're working to fix the problem and will be back online as soon as possible.

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Limited spots are available for our 24 June 'Good complaint handling' half-day workshop. Hone your complaint handling with advice informed by the Australian Standard. Gain the skills to address concerns professionally, resolve issues efficiently and strengthen community trust.

Here’s what’s coming up for our training calendar in June.

This was an opportunity for us to listen to and learn from their reflections into the progress, challenges and opportunities presented by the Victorian Treaty process.

Last week, we were joined by advocate and community leader Jason Mifsud, who guided us in a yarning circle discussion with Duean White, a member of the Treaty Authority, and Rohan Henry, a director of the Self-Determination Fund.

At the Victorian Ombudsman, we are proud to support the rights of First Peoples in their engagement with the State. We renew our commitment to advancing equity, amplifying often-unheard voices and creating culturally safe spaces within our organisation and across the community.

The week is bookended by two key milestones: the 27 May 1967 referendum that recognised First Peoples as part of the Australian population; and the 3 June 1992 High Court Mabo decision which inserted the legal doctrine of native title into Australian law.

Over generations, First Peoples have been pivotal in progressing human rights in Australia. Reconciliation Week is a time to reflect on the histories, cultures, and futures of First Peoples.

Updated to align with the revised Australian Standard on complaint handling, the new edition of the good practice guide is available to download →

There was also a lively panel discussion on keeping people at the centre of complaints processes, supporting the wellbeing of complaint-handling staff and managing complex complainant behaviour.

To launch the guide, Victorian Ombudsman Marlo Baragwanath shared reflections on the value of complaints for public sector organisations and how a prevention mindset can drive improvements.

Earlier today, we welcomed representatives from across Victoria’s public sector for the launch of the second edition of our ‘Good practice guide: Complaint handling for Victorian public sector organisations’. Thanks to everyone who joined us for the launch.

Our phone line will be closed until 1pm today. During this time, you can still make a complaint via our website. Access the complaints portal online →

To help put the guide into practice, we’ve included a downloadable model policy template and a sample outcome letter that you can tailor to your organisation. Download the guide →

The guides steps through the whole process – from creating the right conditions for complaint handling, through to receiving and responding to complaints effectively, as well as learning from your complaints data to improve your systems and practices.