Financial Services Ombudsman

We’re committed to provide free, accessible, impartial, and responsive services to make it easier for disadvantaged people to complain and achieve fair legal outcomes.

Our job is to:

• educate Victorians on how to complain and what they should expect from their dealings with the public sector

• be courageous in challenging poor public administration

• provide authoritative and informative reports to the Victorian Parliament

We are:

• open, transparent, and evidence based

• focused on practical and meaningful outcomes to address injustice

• sensitive to the circumstances of individuals and communities with specific needs

• skilled and committed professionals

• consistent with the same standards we expect of others.

We:

• encourage fair and reasonable decision making within the public sector

• enhance integrity and accountability

• independently investigate serious matters

• report on misconduct and poor administration

• support improvement and innovation

• assist agencies learn from complaints and investigations

• investigate systemic issues and identify solutions

• protect human rights

• investigate whether an action or decision is incompatible with human rights