How Can You Make a Complaint to an Ombudsman in Australia?

Your energy bill has doubled overnight with no explanation. You’ve called the provider three times, spent hours on hold, and received conflicting information each time. The complaint you lodged weeks ago went nowhere. You’re frustrated, out of pocket, and don’t know where to turn next.

This is exactly when an ombudsman can help. Ombudsmen are independent, impartial dispute resolution bodies that investigate complaints against businesses, government agencies, and service providers—completely free of charge. Unlike courts or lawyers, ombudsmen work quickly to find fair solutions without formal legal proceedings.

This guide explains how to complain to an ombudsman in Australia, which ombudsman handles your specific issue, what the complaint process involves, and what outcomes you can realistically expect. Whether you’re dealing with banking problems, telecommunications failures, or government delays, you’ll learn the practical steps to get your complaint heard and resolved.

What Is an Ombudsman in Australia?

An ombudsman acts as an independent referee between consumers and organizations. They investigate complaints, facilitate negotiations, and can make binding decisions that force businesses or agencies to provide remedies.

The Ombudsman’s Role Explained

Ombudsmen exist to balance power imbalances. When you’re fighting a large corporation or government department alone, ombudsmen provide professional investigation and advocacy at no cost to you.

Unlike courts, ombudsmen operate informally. You don’t need lawyers, there are no filing fees, and the process uses plain language rather than legal jargon. Ombudsmen have investigative powers—they can demand documents from organizations, interview staff, and access internal records you’d never see on your own.

The Commonwealth Ombudsman oversees federal government agencies and investigates complaints about Centrelink, the Australian Taxation Office, immigration services, and other Commonwealth bodies. Their role ensures government departments follow proper procedures and treat people fairly.

Industry-specific ombudsmen cover sectors like energy, telecommunications, financial services, and postal services. Each has a defined jurisdiction and powers established by legislation or industry codes.

According to the Australasian and Pacific Ombudsman Region, Australian ombudsmen collectively handle over 500,000 complaints annually, with approximately 70% resolved through informal processes like negotiation and mediation.

When To Contact an Ombudsman (and When Not To)

Ombudsmen aren’t the first step—they’re the escalation point after direct resolution attempts fail. Most ombudsmen require proof that you’ve genuinely tried resolving the issue with the business or agency first.

When to contact an ombudsman:

• Your complaint to the company was ignored or inadequately addressed
• The organization refuses to provide a remedy you’re entitled to under consumer law
• You’ve received poor service that caused financial loss or significant inconvenience
• A government agency made an unfair decision or followed incorrect procedures
• The business breached industry codes or standards

When NOT to contact an ombudsman:

• You haven’t contacted the organization directly first
• Your complaint is about a minor inconvenience with no real impact
• The issue involves criminal matters (contact the police instead)
• You’re simply unhappy with a legitimate decision (like a loan rejection based on proper credit assessment)
• The organization is already fixing the problem satisfactorily

For example, if Telstra overcharged you $200 and won’t refund it despite three complaint calls, the Telecommunications Industry Ombudsman is appropriate. But if you’re annoyed about a one-hour internet outage that’s already been fixed, ombudsman intervention isn’t necessary.

Types of Ombudsman Offices in Australia

Australia operates multiple ombudsman systems covering different industries and government levels. Knowing which ombudsman handles your complaint ensures faster resolution.

Commonwealth and State Ombudsmen

Government ombudsmen investigate complaints about public sector agencies and their administrative decisions.

Commonwealth Ombudsman oversees federal agencies including:

• Centrelink and Services Australia
• Australian Taxation Office (ATO)
• Department of Home Affairs (immigration and border protection)
• Australia Post
• Private health insurers
• Australian Federal Police administrative matters

State and Territory Ombudsmen handle complaints about local government services:

• NSW Ombudsman: State government agencies, local councils, community services, correctional centres
• Victorian Ombudsman: Government departments, councils, public housing, and police conduct
• Queensland Ombudsman: State agencies, local government, public universities
• WA Ombudsman: State agencies, local government, police (limited matters)
• SA Ombudsman: Government agencies, councils, and freedom of information issues
• Tasmanian Ombudsman: State services, local councils, public interest disclosures
• ACT Ombudsman: Territory government services, discrimination complaints
• NT Ombudsman: Territory agencies, local councils, health services, complaints

Each state ombudsman’s website lists which agencies fall within their jurisdiction. If you’re unsure, contact the relevant ombudsman—they’ll redirect you if necessary.

Industry-Specific Ombudsmen

Specialist ombudsmen focus on particular sectors where consumer complaints are common and complex.

AFCA is Australia’s largest ombudsman service. In their 2023-24 annual report, they received over 93,000 complaints and resolved 81% through informal processes without formal determinations. Average resolution time was 63 days for banking complaints and 78 days for insurance matters.

The TIO handled approximately 99,000 complaints in 2023, with mobile services and internet billing representing the largest categories.

How To Complain to an Ombudsman in Australia (Step-by-Step)

Following the proper process increases your chances of quick resolution and a favourable outcome.

Step 1 — Contact the Organization First

Every ombudsman requires evidence that you’ve given the business or agency a reasonable opportunity to fix the problem. This isn’t just bureaucracy—it resolves many complaints without external intervention.

How to properly escalate internally:

• Call customer service and lodge a formal complaint (get a reference number)
• Follow up in writing via email, keeping dated copies of all correspondence
• Request escalation to a supervisor or complaints manager if initial responses are inadequate
• Allow reasonable time for investigation (typically 5-10 business days for most consumer issues)
• Ask for written explanations of decisions or outcomes

For government agencies, many require you to submit a formal review request before ombudsman involvement. Centrelink, for example, has internal review processes that must be exhausted first.

Document every interaction: dates, times, names of representatives, what was promised, and what actually happened. This evidence is crucial for ombudsman assessment.

Step 2 — Prepare Evidence and Documents

Ombudsmen make decisions based on evidence, not emotions. Solid documentation dramatically improves your complaint’s strength.

Essential evidence checklist:

• Account numbers, service agreements, or policy numbers
• All correspondence with the organisation (emails, letters, chat transcripts)
• Internal complaint reference numbers and responses received
• Bills, invoices, statements, or receipts showing the problem
• Photos or videos if relevant (damaged goods, faulty installations)
• Timeline of events showing dates and actions taken
• Copies of relevant contracts or terms and conditions
• Evidence of losses incurred (repair costs, alternative service expenses)

Organize documents chronologically. Create a simple summary document explaining what happened, when it happened, what you’ve asked for, and why the organization’s response is unsatisfactory.

For example, if disputing incorrect energy charges, you’d need: bills showing the incorrect amounts, your meter readings, correspondence with the energy company, their explanation (if provided), and evidence of what you actually owe based on usage.

Step 3 — Lodge the Complaint

Most ombudsmen offer multiple submission channels, with online portals being the fastest and most efficient method.

AFCA (Financial Services) example:

• Visit afca.org.au and click “Make a complaint”
• Complete the online form with your personal details and the financial firm’s information
• Describe the problem, what you’ve done to resolve it, and your desired outcome
• Upload supporting documents (PDFs or images)
• Submit—AFCA acknowledges receipt within 1-2 business days

TIO (Telecommunications) example:

• Go to tio.com.au and select “Make a complaint”
• Provide your contact details and service provider information
• Detail your issue (billing errors, service faults, contract disputes)
• Attach evidence of your attempts to resolve directly with the provider
• TIO contacts the company within 10 business days

Energy & Water Ombudsmen example:

• Each state has its own energy ombudsman (EWON in NSW, EWOV in Victoria, EWOQ in Queensland)
• Visit your state’s ombudsman website and complete the online complaint form
• Include your account number, energy retailer name, and billing period in question
• Most energy ombudsmen require a complaint reference number from your energy company

Commonwealth Ombudsman example:

• Visit ombudsman.gov.au and select “Make a complaint”
• Choose which agency you’re complaining about
• Complete the form explaining the issue and what you want resolved
• Provide evidence of internal review attempts with the agency

Phone submissions are available if you can’t access online forms. Call the relevant ombudsman during business hours—they’ll guide you through providing information and may lodge the complaint on your behalf.

Step 4 — Ombudsman Review and Outcome

After lodging, ombudsmen follow structured processes to investigate and resolve complaints fairly.

Initial assessment (1-5 business days):

The ombudsman reviews your complaint to confirm it’s within their jurisdiction and you’ve met the prerequisite requirements. They may contact you for clarification or additional information.

Informal resolution attempt (10-30 days):

Most ombudsmen first try to facilitate an agreement between you and the organization. They contact the business, explain your concerns, and encourage voluntary resolution. Many companies quickly fix issues once ombudsmen are involved—they want to avoid formal determinations.

Formal investigation (30-90 days):

If informal resolution fails, ombudsmen conduct detailed investigations. They request files from the organization, interview relevant parties, assess whether laws or industry codes were breached, and evaluate fairness.

Determination and outcome:

Ombudsmen issue written decisions explaining findings and orders. Decisions are binding on the organization but typically can’t be appealed (except in limited circumstances through judicial review).

According to AFCA’s 2024 data, approximately 81% of complaints are resolved without formal determinations. Median resolution time across all complaint types is 58 days, though complex matters can take 6-12 months.

Throughout the process, ombudsmen keep you updated via email or phone. Response to your initial inquiries about complaint status is typically within 5 business days.

What Happens After You File a Complaint?

Understanding possible outcomes helps set realistic expectations and prepares you for next steps if the decision isn’t what you hoped.

Possible Resolutions and Remedies

Ombudsmen have broad powers to remedy unfair situations. Their decisions depend on evidence, applicable laws, and industry codes.

Common remedies include:

• Financial compensation: Refunds for overcharges, reimbursement of costs incurred, compensation for losses directly caused by the organization’s error
• Service restoration: Reconnecting disconnected services, completing promised repairs, providing replacement goods
• Account corrections: Adjusting bills, removing incorrect charges, correcting credit file entries
• Apologies: Formal written apologies from organizations for poor service or errors
• Policy changes: Requiring organizations to change internal procedures to prevent similar problems

Real examples from ombudsman decisions:

AFCA case (2023): A Melbourne bank incorrectly dishonored cheques, causing a small business owner’s suppliers to demand immediate payment. AFCA ordered the bank to pay $4,200 compensation for financial stress and reputational damage, plus waive all dishonour fees.

EWON case (2024): A Sydney household was billed $3,800 for electricity usage when the property was vacant for six months. Investigation revealed faulty meter reading. EWON ordered the retailer to issue a corrected bill of $420, refund the overcharged amount, and apologise in writing.

TIO case (2023): A Queensland consumer’s internet service was repeatedly faulty for nine months despite multiple technician visits. TIO ordered the provider to release the consumer from their 24-month contract without penalty, refund six months of service fees ($480), and compensate $250 for inconvenience.

Ombudsmen can’t award damages for hurt feelings or emotional distress in most consumer matters—compensation relates to actual financial loss or significant documented inconvenience.

What To Do If You’re Unhappy With the Outcome

Ombudsman decisions are usually final, but you have options if you believe the outcome is unfair or incorrect.

Limited appeal rights:

• Some ombudsmen offer internal review processes if you can demonstrate new evidence or procedural errors
• AFCA allows parties to request reconsideration within 30 days if there’s fresh information
• Commonwealth Ombudsman decisions can be challenged through judicial review in Federal Court, but only on grounds of legal error (not factual disagreement)

Alternative actions:

• Small claims tribunal: You can still take the matter to your state’s civil tribunal if the ombudsman’s determination doesn’t fully resolve your loss. However, you can’t litigate the same issues already been decided
• Legal advice: Consult a lawyer about whether you have grounds for court action, particularly if losses exceed the ombudsman’s compensation limits
• Regulatory complaints: If the organization’s conduct suggests systemic law-breaking, report to ASIC (financial sector), ACMA (telecommunications), or AER (energy) for regulatory investigation

Remember that ombudsman processes are designed as alternatives to legal action—if you reject their determination and pursue court proceedings, you’ll face legal costs and longer timeframes.

Before escalating, honestly assess whether the ombudsman’s decision was unreasonable or simply not the outcome you wanted. Independent dispute resolution means compromise is common.

Benefits of Using an Ombudsman vs Going to Court

Choosing the right dispute resolution pathway saves time, money, and stress. Understanding the differences helps you make informed decisions.

When ombudsmen are best:

• The organization falls within the ombudsman jurisdiction (industry-specific or government)
• You want expert investigation without personal cost
• The matter involves complex technical or regulatory issues
• The other party is more likely to cooperate with official intervention

When tribunals are better:

• Your dispute doesn’t fit the ombudsman’s jurisdiction
• You need a legally enforceable judgment for debt recovery
• The ombudsman process failed or was unsatisfactory
• Claim amounts exceed ombudsman compensation limits

When mediation works:

• Both parties genuinely want to preserve the relationship
• Issues are negotiable rather than clear-cut rights violations
• Quick resolution is more important than establishing fault

Many Australians successfully combine approaches—try ombudsmen first (it’s free), then escalate to tribunals if necessary. The evidence you gather for ombudsman complaints transfers directly to tribunal proceedings.

Tips To Make a Strong Ombudsman Complaint

Effective complaints get faster attention and better outcomes. These strategies improve your submission quality.

Documentation best practices:

• Create a chronology—single-page timeline with dates of every interaction
• Highlight the most important evidence (don’t bury key facts in dozens of pages)
• Use clear file names when uploading documents (e.g., “Bill_January_2024_showing_incorrect_charge.pdf”)
• Number your attachments and reference them in your complaint narrative

Writing your complaint:

• Start with a clear one-sentence summary of the problem
• Explain what you want the ombudsman to do (refund, compensation, service restoration)
• Be factual and unemotional—focus on what happened, not how angry you are
• Avoid lengthy backstory—ombudsmen need relevant facts, not life stories
• Use bullet points to break up dense information

Communication during the process:

• Respond promptly to ombudsman requests for information
• Be honest if you don’t have certain documents rather than making excuses
• Stay professional even if frustrated—ombudsmen are neutral investigators
• Update the ombudsman if circumstances change (company suddenly offers resolution)

Example of an effective opening paragraph:

“I am complaining about Origin Energy’s refusal to refund $1,847 in incorrect charges for the period June-September 2024. Despite providing meter readings proving usage was 40% lower than billed, Origin has rejected my complaint three times (complaint refs: #123456, #234567, #345678). I am seeking a corrected bill based on actual usage and refund of overpayment.”

This is clear, specific, evidenced, and actionable—exactly what ombudsmen need.

Common mistakes to avoid:

• Threatening legal action or being aggressive in tone
• Submitting complaints without trying direct resolution first
• Exaggerating or providing inaccurate information
• Complaining about issues outside the ombudsman’s jurisdiction
• Expecting outcomes the ombudsman can’t order (like forcing business closure)

Remember that ombudsmen handle thousands of complaints monthly. Professional, well-organized submissions stand out and move through the process faster than emotional, disorganized ones.

FAQs

How long does an ombudsman complaint take in Australia?

Most ombudsman complaints resolve within 30-90 days. Simple matters with clear evidence may settle in 2-4 weeks through informal negotiation. Complex investigations involving multiple parties or technical assessments can take 6-12 months. The ombudsman keeps you updated throughout and provides estimated timeframes when you lodge your complaint.

Can an ombudsman force a company to pay me compensation?

Yes. Ombudsman determinations are binding on organizations. If an ombudsman orders compensation, refunds, or service restoration, the business must comply. Failure to do so can result in regulatory action, public naming, or enforcement through courts. However, ombudsmen can only order remedies within their jurisdiction and monetary limits.

Do I need a lawyer to complain to an ombudsman?

No. Ombudsman processes are designed for self-representation. They use plain language, and staff help you understand what information is needed. Legal representation is rare and generally discouraged—ombudsmen want direct communication with the people affected. Save legal costs for court proceedings if ombudsman resolution fails.

What if the business I’m complaining about goes out of business?

Industry ombudsmen often have compensation schemes or insurance arrangements that may still provide remedies even if businesses close. For example, AFCA can access the National Credit Insurance scheme for failed credit providers. Contact the ombudsman anyway—they’ll advise whether recovery options exist or if alternative action is needed.

Can I complain to an ombudsman about private disputes with individuals?

No. Ombudsmen handle complaints against businesses, government agencies, and service providers—not personal disputes between individuals. If you have a dispute with a neighbour, tradesperson operating as an individual (not a business), or family member, consider community mediation services or small claims tribunals instead.

Is there a fee to make an ombudsman complaint in Australia?

No. All Australian ombudsman services are completely free for consumers. You don’t pay filing fees, investigation costs, or charges for determinations. Ombudsmen are funded by the industries they regulate (industry ombudsmen) or government budgets (public sector ombudsmen), ensuring free access for everyone regardless of financial circumstances.

Take Action Through Free, Independent Dispute Resolution

Learning how to complain to an ombudsman in Australia gives you powerful tools to resolve disputes without legal costs or courtroom stress. Whether your issue involves banking errors, energy billing problems, telecommunications failures, or government agency decisions, the right ombudsman can investigate independently and order binding remedies.

Remember the process: try resolving directly with the organization first, gather solid evidence, identify the correct ombudsman for your complaint type, and lodge your submission clearly and professionally. Most complaints settle within 60-90 days through negotiation facilitated by ombudsman intervention.

If ombudsman processes don’t fully resolve your dispute, you still have options through small claims tribunals or legal action. But starting with free ombudsman services is almost always the smartest first step for Australian consumers facing unresponsive or unfair businesses.

Have you successfully resolved a dispute through an ombudsman? Share your experience in the comments to help other Australians understand the process, or bookmark this guide for future reference when consumer problems arise.