243:(ASIC) may be involved by approving the scheme and ensuring that it complies with certain standards. Sometimes a Government Ombudsman is also an industry Ombudsman. An industry-based Ombudsman typically charges each member according to the number and/or the complexity of complaints it receives about the company. While the development of these facilities over the last 20 years has "lifted industry dispute resolution standards", the industry schemes have "stalled and cannot be described as world best practice".
339:(TIO): a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia who have a complaint about their telephone or internet service. Established in 1993 by the Australian Federal Government, the TIO is independent of industry, the government and consumer organisations. The TIO is authorised to investigate complaints about the provision or supply of telephone or internet services.
235:) are sometimes free for consumers. The costs of the ombudsman services are usually charged to its members on a case-by-case basis, or can be determined on the number of complaints that the company has received for that financial year. Generally the providers in a particular industry (for example telecommunications, energy and water, credit, insurance, public transport) are required to be members of an independent
274:(EWOQ): a free, fair and independent dispute resolution scheme for residential and small business consumers in Queensland who have a complaint about their electricity, gas or water provider. Established in 2007 as the Energy Ombudsman Queensland, the scheme was expanded to include water complaints for South East Queensland consumers in 2011. Jane Pires was appointed Queensland's Energy and Water Ombudsman in 2016.
366:(previously the Human Rights and Equal Opportunity Commission) which investigates complaints about discrimination because of race, sex or disability; or one of the other avenues of Australian Government administrative review. Review Tribunals can review the merits of an agency's decision, and they also have the power to change a decision.
200:
The
Ombudsman of Western Australia investigates complaints about Western Australian State Government agencies, statutory authorities, local governments and public universities. The Ombudsman for Western Australia since March 2007 is Chris Field. He is also the President of the International Ombudsman
227:
Unlike the government run ombudsman services, industry-based ombudsman resolve complaints made against their members, who are required to pay a yearly membership fee. Industry-based ombudsmen generally operate according to a constitution and are claimed to be impartial in their decision-making. That
112:
The various states in
Australia have (variously described) state Ombudsman offices, with similar jurisdiction as described above, except over state government authorities. There is much collaboration in an academic sense between Ombudsmen in Australia, given the highly similar nature of their roles
218:
The
Tasmanian Ombudsman investigates complaints regarding public authority administrative action and contravention of state privacy legislation, conducts Freedom of Information reviews in respect of government agencies and can accept public interest disclosures (i.e. whistleblowing complaints) and
60:
The
Commonwealth Ombudsman is also the Defence Force Ombudsman, Immigration Ombudsman, Postal Industry Ombudsman, Law Enforcement Ombudsman, VET Student Loans Ombudsman, Overseas Students Ombudsman and the Private Health Insurance Ombudsman. Many industries, such as aged care, banking, energy and
209:
The
Queensland Ombudsman's Office is an independent complaints investigation agency. Its role is to make sure that public agencies (State government departments and bodies, and local councils) act fairly and make the right decisions for Queenslanders. The current Queensland Ombudsman is Anthony
138:
The SA Ombudsman is a completely independent official who has comprehensive power to investigate government departments and authorities and local government councils. The office provides 'free, impartial, informal and timely resolution of complaints to promote fairness, openness and good public
75:
The
Commonwealth Ombudsman in Australia was established in 1977. The Ombudsman can investigate complaints from people who believe they have been treated unfairly or unreasonably by an Australian Government department / agency or prescribed private sector organisation, including Australia Post,
121:
The first NSW Ombudsman was appointed in 1975 and the legislation became operative in May that year. Since then, there have been many changes – public authorities have merged and separated and there have been seven different
Ombudsmen. As of December 2017, the Ombudsman was Michael Barnes.
79:
The
Commonwealth Ombudsman is also the Defence Force Ombudsman, Immigration Ombudsman, Postal Industry Ombudsman, Law Enforcement Ombudsman, VET Student Loans Ombudsman, Overseas Students Ombudsman and the Private Health Insurance Ombudsman. Through an arrangement with the
305:
AFCA helps individuals and small businesses to resolve complaints about financial products and services and assists with complaints including credit, finance & loans, insurance, banking deposits & payments, investments & financial advice and superannuation.
239:. A Board or Council with representatives of both industry and consumers as well as an independent Chair, is responsible for the operation of an industry-based Ombudsman. The Board or Council appoints the Ombudsman. Government or an independent regulator, such as the
309:
David Locke was appointed Chief
Ombudsman of AFCA in November 2018 when AFCA commenced operation and replaced the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and the Superannuation Complaints Tribunal (SCT).
88:, to improve the governance and accountability in the Asia-Pacific region, and supports and monitors the administration by other agencies of the Public Interest Disclosure (PID) scheme established under the
251:
Each
Australian state has established Energy and Water Ombudsman schemes, which work to resolve disputes between the consumers of electricity, gas and water services and the providers of those services.
330:: The PTO is a not for profit, independent dispute resolution body, providing a free, fair, informal and accessible service for the resolution of complaints about public transport in Victoria.
422:
648:
85:
1032:
359:
355:
84:(ACT), the Commonwealth Ombudsman is also the ACT Ombudsman. The Office of the Commonwealth Ombudsman (the Office) also delivers an International Program, funded by the
57:. As laws differ between states just one process, or policy, cannot be used across the Commonwealth. All government bodies are within the jurisdiction of the ombudsman.
939:
299:
240:
92:. In addition, the Ombudsman has a number of statutory oversight functions in relation to law enforcement agencies' use of special powers, including those under the
81:
439:
155:
219:
other miscellaneous functions (e.g. auditing of police telephone interception warrants). The current Ombudsman from March 2012 is Leon Atkinson-MacEwen.
163:
130:
The Ombudsman for the Northern Territory is independent of Government and provides a free service to the public. The current Ombudsman is Peter Shoyer.
1027:
295:
70:
513:
421:
Complaints about the actions/decisions of the organisations comprising the Australian intelligence community (listed below), may be lodged with the
151:
Local Councils – for poor services, communication, complaint handling, unreasonable actions or decisions e.g. refusal of requests for compensation
433:
932:
50:
113:(despite differing jurisdictions). The offices frequently work on joint projects, such as those addressing difficult client behaviour.
363:
319:
159:
652:
298:(AFCA) is the external dispute resolution (EDR) scheme for all complaints regarding the financial services industry, approved by the
37:
are independent agencies who assist when a dispute arises between individuals and industry bodies or government agencies. Government
451:
345:
Australia operated a transnational Mining Ombudsman service (2000–2009) dealing with complaints against Australian mining companies.
397:
192:
It provides services that are 'free, fair and independent'. Marlo Baragwanath has been the Victorian Ombudsman since March 2024.
1017:
925:
370:
981:
457:
445:
236:
232:
336:
674:
Dee, Bill; Smith and Wood (2009). "Industry Ombudsman Schemes Twenty Years On: World Benchmark of Industry Captured".
884:
256:
426:
228:
is, they are said to not take sides—they are often required to act neither as an industry nor a consumer advocate.
403:
376:
54:
327:
1022:
410:
391:
61:
water, telecommunications, etc., also have ombudsmen or similar bodies that assist with dispute resolution.
812:
188:
Certain professional boards e.g. Architects Registration Board of Victoria, Victorian Legal Services Board
585:
517:
573:
996:
971:
385:
Office of the Commissioner for Complaints (for complaints about Commonwealth funded aged care services)
480:
691:
231:
Like government run ombudsman services, the services of external/alternative dispute resolution (
42:
169:
683:
610:
1011:
695:
477:
AO is the inaugural Ombudsman and an independent advocate for small business owners.
474:
354:
In some cases, it may be more appropriate for complaints to be investigated by the
76:
Centrelink, Child Support and the Department of Immigration and Border Protection.
17:
991:
986:
778:
687:
976:
45:
services, and are a means of resolving disputes outside of the court systems.
813:"CEO and Chief Ombudsman | Australian Financial Complaints Authority (AFCA)"
46:
38:
28:
588:
L A Warren Lawyers Website - FAQ "What happens if council rejects my claim"
888:
139:
administration in South Australia'. The current Ombudsman is Wayne Lines.
917:
741:
173:
147:
The Victorian Ombudsman investigates complaints from the public about
586:
https://lawarren.com.au/litigation-practice-areas/suing-local-council/
574:
https://www.ombudsman.vic.gov.au/complaints/#who-can-i-complain-about
623:
635:
597:
561:
342:
382:
National Alternative Dispute Resolution Advisory Council (NADRAC)
921:
41:
services are free to the public, like many other ombudsman and
789:
550:
538:
848:
470:
362:) who investigates complaints about breaches of privacy; the
909:
849:"Australian Small Business and Family Enterprise Ombudsman"
754:
730:
271:
872:
719:
708:
836:
800:
471:
Australian Small Business and Family Enterprise Ombudsman
495:
Australian and New Zealand Ombudsman Association (ANZOA)
514:"Office of the Commonwealth Ombudsman 40th Anniversary"
104:. The current Commonwealth Ombudsman is Iain Anderson.
27:
For other types of ombudsman throughout the globe, see
94:
Telecommunications (Interception and Access) Act 1979
277:
Energy and Water Ombudsman Western Australia (EWOWA)
210:
Reilly, who was appointed to the role in July 2020.
801:Australian Financial Complaints Authority website
485:Office of the Employee Ombudsman, South Australia
300:Australian Securities and Investments Commission
241:Australian Securities and Investments Commission
720:Energy & Water Ombudsman (Victoria) website
423:Inspector-General of Intelligence and Security
82:Government of the Australian Capital Territory
933:
790:ACT Civil and Administrative Tribunal website
440:Australian Security Intelligence Organisation
8:
417:Intelligence and security related complaints
350:Other complaint-handling and review agencies
262:Energy and Water Ombudsman (Victoria) (EWOV)
257:Energy and Water Ombudsman (New South Wales)
156:Department of Families, Fairness and Housing
948:
940:
926:
918:
164:Department of Justice and Community Safety
296:Australian Financial Complaints Authority
290:Australian Financial Complaints Authority
71:List of Australian Commonwealth Ombudsmen
1033:Lists of Australian people by occupation
709:Energy & Water Ombudsman NSW website
237:External Dispute Resolution scheme (EDR)
168:Victorian Government Organisations e.g.
154:Victorian Government Departments – e.g.
731:Energy and Water Ombudsman (SA) website
505:
413:agencies at state and territory level.
265:Energy and Water Ombudsman (SA) (EWOSA)
86:Department of Foreign Affairs and Trade
649:"Financial services complaints scheme"
434:Australian Secret Intelligence Service
324:Produce and Grocery Industry Ombudsman
837:Telecommunications Industry Ombudsman
337:Telecommunications Industry Ombudsman
280:ACT Civil and Administrative Tribunal
272:Energy and Water Ombudsman Queensland
223:Industry and organisational ombudsmen
7:
742:Energy Ombudsman of Tasmania website
126:Ombudsman for the Northern Territory
90:Public Interest Disclosure Act 2013
49:has an ombudsman assigned for each
364:Australian Human Rights Commission
320:Private Health Insurance Ombudsman
53:; as well as an ombudsman for the
25:
624:https://www.ombudsman.qld.gov.au/
452:Defence Intelligence Organisation
182:Public funded community services,
179:Victorian universities and TAFEs,
1028:Australian law government bodies
636:http://www.ombudsman.tas.gov.au/
598:http://www.ombudsman.vic.gov.au/
398:Social Security Appeals Tribunal
885:"Employee Ombudsman SA website"
562:http://www.ombudsman.sa.gov.au/
371:Administrative Appeals Tribunal
458:Office of National Assessments
446:Australian Signals Directorate
1:
910:Ombudsman Association website
427:The Hon Christopher Jessup KC
98:Surveillance Devices Act 2004
626:Queensland Ombudsman website
268:Energy Ombudsman of Tasmania
134:Ombudsman of South Australia
873:Fair Work Ombudsman website
638:Tasmanian Ombudsman website
600:Victorian Ombudsman website
576:Victorian Ombudsman website
551:https://ombudsman.nt.gov.au
539:http://www.ombo.nsw.gov.au/
196:Ombudsman Western Australia
1049:
688:10.1177/1037969X0903400308
333:Tolling Customer Ombudsman
328:Public Transport Ombudsman
201:Institute since May 2021.
68:
26:
955:
377:Migration Review Tribunal
117:New South Wales Ombudsman
55:Commonwealth of Australia
356:Information Commissioner
676:Alternative Law Journal
411:children's commissioner
409:There are also several
392:Refugee Review Tribunal
160:Department of Education
1018:Ombudsmen in Australia
949:Commonwealth Ombudsmen
404:Veterans' Review Board
65:Commonwealth Ombudsman
35:Ombudsmen in Australia
541:NSW Ombudsman website
143:Ombudsman of Victoria
753:EWOQ (21 May 2020).
564:SA Ombudsman website
388:Privacy Commissioner
360:Privacy Commissioner
205:Queensland Ombudsman
100:and Part 1AB of the
891:on 21 February 2012
481:Fair Work Ombudsman
214:Tasmanian Ombudsman
520:on 8 December 2017
285:Financial industry
43:dispute resolution
18:Ombudsman Victoria
1005:
1004:
997:Michael Manthorpe
972:Philippa Smith AM
853:www.asbfeo.gov.au
170:WorkSafe Victoria
16:(Redirected from
1040:
942:
935:
928:
919:
912:
907:
901:
900:
898:
896:
887:. Archived from
881:
875:
870:
864:
863:
861:
859:
845:
839:
834:
828:
827:
825:
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655:on 14 March 2011
651:. Archived from
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516:. Archived from
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314:Other industries
247:Energy and water
176:, Fines Victoria
21:
1048:
1047:
1043:
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1023:Ombudsman posts
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959:Jack Richardson
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759:www.ewoq.com.au
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613:. WA Ombudsman.
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108:State ombudsmen
102:Crimes Act 1914
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15:
12:
11:
5:
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962:Geoffery Kolts
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682:(3): 183–188.
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965:Dennis Pearce
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779:EWOWA website
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968:Alan Cameron
905:
893:. Retrieved
889:the original
879:
868:
856:. Retrieved
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820:. Retrieved
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774:
762:. Retrieved
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748:
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669:
657:. Retrieved
653:the original
643:
631:
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569:
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522:. Retrieved
518:the original
508:
490:Associations
475:Kate Carnell
425:, currently
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992:Colin Neave
987:Allan Asher
895:18 November
185:Prisons and
1012:Categories
977:Ron McLeod
659:11 October
611:"About us"
524:7 December
500:References
465:Employment
69:See also:
696:116096325
302:(ASIC).
47:Australia
39:ombudsman
29:Ombudsman
858:7 August
822:7 August
764:7 August
174:VicRoads
755:"EWOQ"
694:
442:(ASIO)
436:(ASIS)
400:(SSAT)
259:(EWON)
692:S2CID
460:(ONA)
454:(DIO)
448:(ASD)
394:(RRT)
379:(MRT)
373:(AAT)
343:Oxfam
51:state
897:2010
860:2020
824:2020
766:2020
661:2010
526:2017
294:The
684:doi
233:ADR
1014::
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