What’s an Ombudsman?
An Ombudsman takes complaints from citizens or consumers about agencies or service providers. The Ombudsman will investigate those complaints and reach a resolution that’s fair to both sides. The term Ombudsman commonly describes both the person who holds that position and the office they head up.
The Australian and New Zealand Ombudsman Association (ANZOA) is a professional association and the peak body for Ombudsmen in Australia and New Zealand.
Its Members (who include our Ombudsman) come from not-for-profit, industry-based and statutory external dispute resolution offices, which meet accepted high standards of independence, impartiality and effectiveness.
In February 2010, ANZOA published its ‘Essential Criteria for describing a body as an Ombudsman’.
Read more about Ombudsmen on ANZOA’s website: www.anzoa.com.au
How we work with other Ombudsmen and their offices
Through the Ombudsman’s membership of ANZOA, our staff benefit from the professional development opportunities offered by participation in ANZOA’s interest groups. These interest groups cover public relations and communications, learning and development, policy and research, human resources, business improvement, systemic issues investigations and first contact.
Our scheme is part of the Australia & New Zealand Energy and Water Ombudsman Network (ANZEWON). ANZEWON is a network of energy and water Ombudsman schemes operating in New Zealand and across Australia in Victoria, New South Wales, Western Australia, Tasmania and Queensland. The work we do within this network—e.g. towards consistency of scheme policies and procedures—benefits companies, government, regulators and customers.
We work closely with other Victorian-based national and state Ombudsman offices on activities to build awareness of Ombudsman services among Victorian consumers.
|Cynthia Gebert - Energy and Water Ombudsman (Victoria)|