U2 AOS2 - Ombudsmen Flashcards
1
Q
What is an ombudsman?
A
- An ombudsman is an official, independent person appointed by the government to investigate complaints made by individuals and small businesses against companies or organisations, particularly public authorities
- An ombudsman obtains the power to hear and determine complaints through parliament via statute law - the Ombudsman Act 1973 (Vic)
2
Q
Two types of ombudsmen
A
- Government ombudsman who handle complaints about government institutions. In Victoria, this is the Victorian Ombudsman
- Industry based ombudsman who handle complaints regarding specific categories of the private sector, such as the Telecommunications Industry Ombudsman
3
Q
Key features
A
- The services are free
- Ombudsman only heard complaints from individuals against organisations (not vice versa)
- In many instances, ombudsmen will not accept a complaint unless the individual has tried to resolve it directly themselves
- An ombudsman will first try to resolve the complaint by working with the parties. If an agreement cannot be reached the ombudsman may, although not always, have the power to make a binding decision. This depends on the nature of the complaint and the specified powers of the ombudsman
- They ensure procedural fairness by giving organisations an opportunity to respond to a complaint and by providing reasons for any decision that is made
4
Q
The Victorian Ombudsman
A
- Has the power to inquire into or investigate administrative decisions made by Victorian government departments, public statutory authorities and offices of municipal councils
5
Q
The Energy and Water Ombudsman Victoria
A
- Hears and investigates complaints from Victorians about energy or water companies, such as excessive or erroneous bills and energy disconnections
6
Q
The Public Transport Ombudsman
A
- Investigates and resolves compliance about public transport operators such as Public Transport Victoria and V/Line
