What can I do if I’m not happy with the Ombudsman’s decision?

If you are not happy with the Ombudman staff member’s decision, you can request an internal review.

You can request an internal review if:

1. You think the Ombudsman staff member has made a mistake; and
2. The Ombudsman staff member has closed your case; and
3. You have already tried to raise your concerns with the Ombudsman staff member who dealt with your complaint.

You should request an internal review within 60 days of your case being closed. You can request an internal review by:

• Phone call; or
• Writing a letter.

Phone call

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 communitycan call the Ombudsman from 9am – 5pm on weekdays:

• Call 1800 806 314

Writing a letter

You can write a letter using the following address:

Victorian Ombudsman

Level 2

570 Bourke St

Melbourne

Vic 3000

Mail to the Ombudsman is free of charge.

Mailto the VO is exempt mail. That means prison officers are not allowed to open your letters to or from the Ombudsman, except in very specific circumstances. Letters to the Ombudsman must also be sent immediately. For more information on Mail, click here.

Important: if you are writing to request an internal review, you need to be to say what you believe the staff member did wrong and give evidence if possible. If your request doesn’t say what the error was, the Ombudsman may not process it.

What happens after I request an internal review?

A senior Ombudsman staff member will do the review. This person will be new to your case.

They will consider:

• Whether the original Ombudsman staff member made decisions or took actions that were unreasonable or incorrect; and
• Whether the original Ombudsman staff member should have done anything better in handling your case.

What could happen after an internal review?

The senior staff member may decide one of the following things;

• That your case should be reconsidered; or
• That the decision made by the original Ombudsman staff member was correct and nothing further will happen; or
• That the Ombudsman should make improvements to their service.

Someone from the Ombudsman will contact you to tell you the outcome of the decision.

How long does an internal review take?

Usually 30 days. The senior staff member should let you know if it is going to take longer.

Source: Victorian Ombudsman website