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DHS home > Portfolio Services and Strategic Projects > Portfolio Services > Corporate Integrity Information and Resolutions > Ombudsman Review
The Ombudsman Act 1973 requires the secretary of the department to assist the Victorian Ombudsman in the conduct of an enquiry or an investigation. It is departmental policy to provide prompt, frank and full advice to the Ombudsman. The Ombudsman Review unit coordinates departmental responses to Ombudsman enquiries and investigations involving the Department of Human Services. The Manager, Ombudsman Review liaises with the Victorian Ombudsman's office regarding these enquiries and investigations and consults with divisions and regions of the department to obtain information sought by the Ombudsman. The unit has produced 'A Complaint is an Opportunity: Managing Complaints Referred by the Victorian Ombudsman' as a guideline for departmental staff. Summary: This document is intended to assist departmental staff respond effectively to complaints referred by the Ombudsman. Section one describes the departmental context for complaints management. Section two provides detailed information about the Victorian Ombudsman. Sections three and four describe the department's policy and procedures in responding to the Ombudsman's requests for comment. Sections five to seven provide more detailed and practical information about responding to a specific complaint for staff unfamiliar with complaints management.  The Victorian OmbudsmanThe principal function of the Victorian Ombudsman is to investigate complaints concerning administrative actions taken by a government department, public statutory body or officers or employees of a municipality to which the Ombudsman Act applies. Under the Ombudsman Act there is provision for the Ombudsman to conduct either an investigation or an (informal) enquiry. Section 13 of the Ombudsman Act provides for the Ombudsman to hold an informal enquiry into a complaint. Most matters involving the Department are enquiries under Section 13 and are resolved informally. The Ombudsman Act also provides very broad powers for the Ombudsman to hold an investigation into a complaint. When an investigation is initiated under Section 17, the Ombudsman's powers are extended significantly beyond that of an enquiry and the process is formal. Further information about the Ombudsman Victoria is available at www.ombudsman.vic.gov.auMajor projects During 2003, information sessions on complaint management skills will be held for departmental officers involved in responding to complaints referred by the Victorian Ombudsman.Contact InformationManager, Ombudsman Review |
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page email: People Services Unit Site authorised by: The Manager, People Services Unit Last Updated: 7 March, 2008 © Copyright State of Victoria | Disclaimer | Privacy statement | State Government of Victoria home | Search DHS | Download help |
