The Victorian Ombudsman has told councils to stop downplaying the number of complaints they receive.

The solitary confinement of young Victorians in prisons and youth justice systems is “distressing” and “simply wrong”, according to the Victorian Ombudsman. Ombudsman Deborah Glass…

The problems at Victoria's new fine agency demonstrate the risks of operating without a fit-for-purpose IT system.

Executives bringing private sector norms into the public sector continue to cause concern, with a water corporation boss found to have claimed a high-end barbecue,…

Victorian Ombudsman Deborah Glass has begun investigating whether State Trustees is acting in the best interests of its vulnerable clients.

Ombudsman's offices make many recommendations, but do they really make a difference? Deborah Glass is keeping watch to see what happens after the report is…

Citizens can find dealing with government agencies challenging; sometimes the feeling is mutual for the staff serving them. A new guide to handling complaints from…

Disadvantaged Victorians are being charged thousands of dollars to repair damaged public housing, even when there is no evidence they caused the damage. "It’s time…

It's a certain kind of success -- though increased complaints might have brought some public servants discomfort, it demonstrates that the system is doing what…

'Ombudsman slams' is so often plastered across the papers it's become a bit of a joke inside the Victorian Ombudsman's office. Deborah Glass hopes more…

Respond quickly, clearly and flexibly: a new guide outlines how to do better with handling human rights complaints. "I encourage all state and local government…

Often all disgruntled customers are after is a simple apology — but governments too often avoid genuinely saying sorry, adding insult to injury and sometimes…

An investigation triggered by a single complaint about an interest charge levied by a local council has resulted in a damning report about transparency practices…

Only coming to light due to whistleblowers, the Victorian Ombudsman reveals systemic suspect conduct in local government. Her new report illustrates the issues with governance,…