What can I do if I’m not happy with how the Ombudsman staff treated me?

If any Ombudsman staff have been rude to you, behaved unprofessionally, or you are unhappy with the service for some other reason, you can make a complaint.

You can make a complaint by either:

• Speaking with the staff member you are unhappy with; or
• Making a complaint through the Ombudsman main phone line.

Speaking with the staff member

You can make a complaint about an Ombudsman staff member by calling and speaking to the person who helped you. It is helpful if you can tell them:

• The actions or behaviour you are unhappy with
• The outcome you are wanting

The staff member might:

• Apologise
• Give an explanation
• Raise the issue with a more senior Ombudsman staff member who may then contact you

Making a complaint to the Ombudsman main phone line

From prison

You can use the free line to call the Ombudsman from 9am – 5pm on weekdays:

• Enter your prisoner ID number
• Press *05

The call is free of charge, and the Ombudsman number does not need to be on your phone list.

There is a 12-minute maximum call time. Calls to the Ombudsman should not be recorded or monitored. If you call the number and get the warning that your call is being recorded, hang up and tell prison staff immediately.

From outside prison

People in the community can call the Ombudsman from 9am – 5pm on weekdays:

• Call 1800 806 314

Source: Victorian Ombudsman website