232:(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".
328:(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.
224:) 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
263:(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.
355:(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.
189:
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
216:
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
101:
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
207:
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
49:
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
198:
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
127:
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
64:
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,
110:
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.
68:
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
294:
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.
228:. 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
298:
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).
77:, 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
240:
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.
319:: 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.
411:
637:
74:
1021:
348:
344:
73:(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
46:. 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.
928:
288:
229:
81:. 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
70:
428:
144:
208:
other miscellaneous functions (e.g. auditing of police telephone interception warrants). The current Ombudsman from March 2012 is Leon Atkinson-MacEwen.
152:
119:
The Ombudsman for the Northern Territory is independent of Government and provides a free service to the public. The current Ombudsman is Peter Shoyer.
1016:
284:
59:
502:
410:
Complaints about the actions/decisions of the organisations comprising the Australian intelligence community (listed below), may be lodged with the
140:
Local Councils – for poor services, communication, complaint handling, unreasonable actions or decisions e.g. refusal of requests for compensation
422:
921:
39:
102:(despite differing jurisdictions). The offices frequently work on joint projects, such as those addressing difficult client behaviour.
352:
308:
148:
641:
287:(AFCA) is the external dispute resolution (EDR) scheme for all complaints regarding the financial services industry, approved by the
26:
are independent agencies who assist when a dispute arises between individuals and industry bodies or government agencies. Government
440:
334:
Australia operated a transnational Mining Ombudsman service (2000–2009) dealing with complaints against Australian mining companies.
386:
181:
It provides services that are 'free, fair and independent'. Marlo Baragwanath has been the Victorian Ombudsman since March 2024.
1006:
914:
359:
970:
446:
434:
225:
221:
325:
663:
Dee, Bill; Smith and Wood (2009). "Industry Ombudsman Schemes Twenty Years On: World Benchmark of Industry Captured".
873:
245:
415:
217:
is, they are said to not take sides—they are often required to act neither as an industry nor a consumer advocate.
392:
365:
43:
316:
1011:
399:
380:
50:
water, telecommunications, etc., also have ombudsmen or similar bodies that assist with dispute resolution.
801:
177:
Certain professional boards e.g. Architects Registration Board of Victoria, Victorian Legal Services Board
574:
506:
562:
985:
960:
374:
Office of the Commissioner for Complaints (for complaints about Commonwealth funded aged care services)
469:
680:
220:
Like government run ombudsman services, the services of external/alternative dispute resolution (
31:
158:
672:
599:
1000:
684:
466:
AO is the inaugural Ombudsman and an independent advocate for small business owners.
463:
343:
In some cases, it may be more appropriate for complaints to be investigated by the
65:
Centrelink, Child Support and the Department of Immigration and Border Protection.
980:
975:
767:
676:
965:
34:
services, and are a means of resolving disputes outside of the court systems.
802:"CEO and Chief Ombudsman | Australian Financial Complaints Authority (AFCA)"
35:
27:
17:
577:
L A Warren Lawyers Website - FAQ "What happens if council rejects my claim"
877:
128:
administration in South Australia'. The current Ombudsman is Wayne Lines.
906:
730:
162:
136:
The Victorian Ombudsman investigates complaints from the public about
575:
https://lawarren.com.au/litigation-practice-areas/suing-local-council/
563:
https://www.ombudsman.vic.gov.au/complaints/#who-can-i-complain-about
612:
624:
586:
550:
331:
371:
National Alternative Dispute Resolution Advisory Council (NADRAC)
910:
30:
services are free to the public, like many other ombudsman and
778:
539:
527:
837:
459:
351:) who investigates complaints about breaches of privacy; the
898:
838:"Australian Small Business and Family Enterprise Ombudsman"
743:
719:
260:
861:
708:
697:
825:
789:
460:
Australian Small Business and Family Enterprise Ombudsman
484:
Australian and New Zealand Ombudsman Association (ANZOA)
503:"Office of the Commonwealth Ombudsman 40th Anniversary"
93:. The current Commonwealth Ombudsman is Iain Anderson.
16:
For other types of ombudsman throughout the globe, see
83:
Telecommunications (Interception and Access) Act 1979
266:
Energy and Water Ombudsman Western Australia (EWOWA)
199:
Reilly, who was appointed to the role in July 2020.
790:Australian Financial Complaints Authority website
474:Office of the Employee Ombudsman, South Australia
289:Australian Securities and Investments Commission
230:Australian Securities and Investments Commission
709:Energy & Water Ombudsman (Victoria) website
412:Inspector-General of Intelligence and Security
71:Government of the Australian Capital Territory
922:
779:ACT Civil and Administrative Tribunal website
429:Australian Security Intelligence Organisation
8:
406:Intelligence and security related complaints
339:Other complaint-handling and review agencies
251:Energy and Water Ombudsman (Victoria) (EWOV)
246:Energy and Water Ombudsman (New South Wales)
145:Department of Families, Fairness and Housing
937:
929:
915:
907:
153:Department of Justice and Community Safety
285:Australian Financial Complaints Authority
279:Australian Financial Complaints Authority
60:List of Australian Commonwealth Ombudsmen
1022:Lists of Australian people by occupation
698:Energy & Water Ombudsman NSW website
226:External Dispute Resolution scheme (EDR)
157:Victorian Government Organisations e.g.
143:Victorian Government Departments – e.g.
720:Energy and Water Ombudsman (SA) website
494:
402:agencies at state and territory level.
254:Energy and Water Ombudsman (SA) (EWOSA)
75:Department of Foreign Affairs and Trade
638:"Financial services complaints scheme"
423:Australian Secret Intelligence Service
313:Produce and Grocery Industry Ombudsman
826:Telecommunications Industry Ombudsman
326:Telecommunications Industry Ombudsman
269:ACT Civil and Administrative Tribunal
261:Energy and Water Ombudsman Queensland
212:Industry and organisational ombudsmen
7:
731:Energy Ombudsman of Tasmania website
115:Ombudsman for the Northern Territory
79:Public Interest Disclosure Act 2013
38:has an ombudsman assigned for each
353:Australian Human Rights Commission
309:Private Health Insurance Ombudsman
42:; as well as an ombudsman for the
14:
613:https://www.ombudsman.qld.gov.au/
441:Defence Intelligence Organisation
171:Public funded community services,
168:Victorian universities and TAFEs,
1017:Australian law government bodies
625:http://www.ombudsman.tas.gov.au/
587:http://www.ombudsman.vic.gov.au/
387:Social Security Appeals Tribunal
874:"Employee Ombudsman SA website"
551:http://www.ombudsman.sa.gov.au/
360:Administrative Appeals Tribunal
447:Office of National Assessments
435:Australian Signals Directorate
1:
899:Ombudsman Association website
416:The Hon Christopher Jessup KC
87:Surveillance Devices Act 2004
615:Queensland Ombudsman website
257:Energy Ombudsman of Tasmania
123:Ombudsman of South Australia
862:Fair Work Ombudsman website
627:Tasmanian Ombudsman website
589:Victorian Ombudsman website
565:Victorian Ombudsman website
540:https://ombudsman.nt.gov.au
528:http://www.ombo.nsw.gov.au/
185:Ombudsman Western Australia
1038:
677:10.1177/1037969X0903400308
322:Tolling Customer Ombudsman
317:Public Transport Ombudsman
190:Institute since May 2021.
57:
15:
944:
366:Migration Review Tribunal
106:New South Wales Ombudsman
44:Commonwealth of Australia
345:Information Commissioner
665:Alternative Law Journal
400:children's commissioner
398:There are also several
381:Refugee Review Tribunal
149:Department of Education
1007:Ombudsmen in Australia
938:Commonwealth Ombudsmen
393:Veterans' Review Board
54:Commonwealth Ombudsman
24:Ombudsmen in Australia
530:NSW Ombudsman website
132:Ombudsman of Victoria
742:EWOQ (21 May 2020).
553:SA Ombudsman website
377:Privacy Commissioner
349:Privacy Commissioner
194:Queensland Ombudsman
89:and Part 1AB of the
880:on 21 February 2012
470:Fair Work Ombudsman
203:Tasmanian Ombudsman
509:on 8 December 2017
274:Financial industry
32:dispute resolution
994:
993:
986:Michael Manthorpe
961:Philippa Smith AM
842:www.asbfeo.gov.au
159:WorkSafe Victoria
1029:
931:
924:
917:
908:
901:
896:
890:
889:
887:
885:
876:. Archived from
870:
864:
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848:
834:
828:
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644:on 14 March 2011
640:. Archived from
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584:
578:
572:
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531:
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505:. Archived from
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303:Other industries
236:Energy and water
165:, Fines Victoria
1037:
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1031:
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1012:Ombudsman posts
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948:Jack Richardson
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748:www.ewoq.com.au
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602:. WA Ombudsman.
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99:
97:State ombudsmen
91:Crimes Act 1914
62:
56:
21:
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11:
5:
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951:Geoffery Kolts
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671:(3): 183–188.
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768:EWOWA website
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957:Alan Cameron
894:
882:. Retrieved
878:the original
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845:. Retrieved
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809:. Retrieved
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751:. Retrieved
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646:. Retrieved
642:the original
632:
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511:. Retrieved
507:the original
497:
479:Associations
464:Kate Carnell
414:, currently
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981:Colin Neave
976:Allan Asher
884:18 November
174:Prisons and
1001:Categories
966:Ron McLeod
648:11 October
600:"About us"
513:7 December
489:References
454:Employment
58:See also:
685:116096325
291:(ASIC).
36:Australia
28:ombudsman
18:Ombudsman
847:7 August
811:7 August
753:7 August
163:VicRoads
744:"EWOQ"
683:
431:(ASIO)
425:(ASIS)
389:(SSAT)
248:(EWON)
681:S2CID
449:(ONA)
443:(DIO)
437:(ASD)
383:(RRT)
368:(MRT)
362:(AAT)
332:Oxfam
40:state
886:2010
849:2020
813:2020
755:2020
650:2010
515:2017
283:The
673:doi
222:ADR
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