Independent Impartial Free Service Independent Impartial Free Service Independent Impartial Free Service What the Ombudsman Cannot Do The Ombudsman does not give legal advice. Generally, the Ombudsman does not investigate complaints that are more than 12 months old. The Ombudsman has no power to investigate complaints about: private organisations, such as banks and shops; private individuals; Commonwealth government departments and agencies (such as CentreLink); decisions by government ministers; and courts and tribunals. Ombudsman Victoria What can we do for you? Ombudsman Victoria Transport Accident and WorkCover Complaints Level 3 South Tower 459 Collins Street Melbourne VIC 3000 Telephone (03) 9613 6222 or 1800 806 314 (toll free) Facsimile (03) 9614 0246 Email email@example.com Website www.ombudsman.vic.gov.au Independent Impartial Free Service Who is the Ombudsman? Who Can Complain? How to Make a Complaint The Ombudsman is an independent statutory officer Any member of the public who thinks they may If you would like to make a complaint, you can write to us who investigates complaints made by citizens about have been treated unfairly may make a complaint. with all relevant facts and copies of relevant documentation. the administrative actions of: Alternatively, you can telephone or come to our office and speak with a Complaints Officer. You may be asked to Victorian government departments; What Does it Cost? put your complaint in writing. Victorian statutory authorities; and All services provided by the Ombudsman are free. local councils If you are having trouble writing your complaint down, our staff may be able to assist you. The Ombudsman also offers a free translation and interpreting service. TAC/WorkCover Things to Consider Before The Ombudsman now has an enhanced jurisdiction over: Making a Complaint You can also submit your complaint online, by visiting our website at www.ombudsman.vic.gov.au. Before complaining to the Ombudsman, you should The Transport Accident Commission (TAC) first try to resolve your problem direct with the The Victorian WorkCover Authority (VWA) organisation concerned. Authorised WorkCover Agents What Happens Next? Certain VWA delegates Need more information? Your complaint will be received by the Transport Accident Self Insured organisations and WorkCover Unit. Consult our website, www.ombudsman.vic.gov.au, The Ombudsman can also examine the processes and or call to speak to a Complaints Officer, (03) 9613 6222. Upon receiving your complaint, the Ombudsman will take procedures used by agencies and bodies in handling steps to have the matter resolved. This may involve us complaints. The Ombudsman cannot renew the merit of a telephoning or writing to the organisation, or in some specific claims decision but can review the administrative cases, interviewing people. actions taken to make that decision. You will be kept informed about the progress and outcome Our aim is to investigate complaints and to achieve of the Ombudsman's enquiries. improvement in internal complaints management throughout the industry.
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