The Ombudsman’s purpose is to ensure fairness for Victorians in their dealings with the public sector, and to improve public administration.

For the most part, the complaints the Ombudsman receives can be resolved informally, without the need for a formal investigation. Neither the person complaining nor the authority usually want a long, exhaustive investigation to establish the facts. It is in everyone’s interests to achieve resolutions that minimise delay and focus on practical outcomes.

In 2016-17 the Ombudsman received 40,692 contacts from members of the public. With increasing contacts and along with the public’s expectation of fast resolution, the emphasis on resolving complaints efficiently through simple means has become a crucial part of their work.