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Call 03 9613 6222 for Complaints
or
03 9613 6100 for Training and Workshop enquiries


Frequently asked questions

 

What type of workshops do you have?

We deliver workshops to the Victorian public sector and local government in 'Good complaint handling' and 'Dealing with conflict of interest'. From August 2018 we will offer a workshop on 'Dealing with challenging behaviour'. Our workshops are half or full day and can be delivered on-site at your workplace with some tailoring to your work place needs. Contact Education Services for more information at education@ombudsman.vic.gov.au or call us on 03 9613 6100.

 

What are the benefits of attending one of your workshops?

At our workshops you can learn how to:

  • Deal with people’s behaviour when they make complaints.
  • Strengthen your policies and processes around dealing with challenging behaviour.
  • Better enable your response to, and understand and avoid the most common complaints in, complaint handling.
  • Develop techniques to manage expectations and avoid escalations.
  • Develop a better understanding of how to handle human rights based complaints.
  • Recognise how your complaint data can improve your service delivery and your approach to complaints.
  • Identify and manage conflicts of interest well.

 

Where are the workshops held?

At our office: Level 2, 570 Bourke St, Melbourne.

 

How do I get there?

If you are travelling into the city by train, alight at Southern Cross Station. Cross over Spencer Street and walk up Bourke Street. 570 Bourke Street is about one and a half blocks along.

If you are travelling by tram the numbers 86 and 96 run directly up and down Bourke Street at regular  intervals. You can get off at stop one and walk up Bourke Street or get off at stop three and walk toward Spencer Street for half a block.

If you are travelling by car, there are many multi-level car parks within close proximity. The closest to 570 Bourke is directly beneath the building. To access the carpark, you will need to turn off Bourke Street and into Gresham Street. The car park is in Gresham Street on your right. Please be aware that this is a one way street.

 

How do I register?

Select the training tab on the Victorian Ombudsman website. A navigation panel on the left of the training page lists the programs on offer. Click on the program of interest to you. Then choose the workshop date most suitable to you from the ‘Upcoming events’ menu. Click on the register button. This page is where you will find an overview of the workshop, where the workshop is being held, how to get there, who to call and the cost of the workshop. Scroll to the bottom of the page, fill out your details and how many people will be attending. Click register in the bottom left hand corner. This will now take you through to the workshop registration.

 

Can I register on someone else’s behalf?

Yes, you can. You will be asked if you are attending the event or if another person is. Choose the most appropriate response for you, and continue with your registration.

 

Who do I call or email to make enquiries?

You can call Education Services on 03 9613 6100 during business hours or email education@ombudsman.vic.gov.au.

 

How much is it to attend a workshop?

Our workshops range from $55 per person (Masterclass) to $715 per person (full day workshop). All prices are GST inclusive. For prices on holding a half or full day workshop in your work place, please contact Education Services at education@ombudsman.vic.gov.au  or call 03 9613 6100.

 

What if I have accessibility needs?

Not a problem. 570 Bourke Street has full wheel chair and accessibility access. Please contact Education Services about your needs so we can make sure all your requirements are met. 

 

I have dietary requirements, will this be a problem?

No, not at all. As part of your registration process, you will be asked if you have any dietary requirements. Choose from the option that best describes your requirements. If your requirement is not listed, please contact Education Services on 03 9613 6100 or email education@ombudsman.vic.gov.au.

 

How do I pay for my workshop?

We prefer payment by credit card - Visa or Mastercard. At the end of your registration, you will be diverted to our secure Westpac card payment screen.

If you cannot pay by credit card, please contact Education Services on 03 9613 6100 to request an invoice.

All payments generate an invoice. If you have paid by credit card the balance will be zero. If you are paying by invoice, the amount due will show at the bottom right of the invoice. All invoices include GST. All invoices are due 30 days from the date of the invoice.

 

Can I cancel my registration?

Yes, you can, however, there may be a cancellation fee. For more details see our Terms and Conditions.

 

How do I cancel my registration?

Email Education Services at education@ombudsman.vic.gov.au

 

Will I get a refund?

To see if you are eligible for a refund, please read our Terms and Conditions.

 

Once registered, can I transfer to another workshop?

Yes, you can, subject to availability for your preferred workshop date. Please notify Education Services as soon as possible.

 

If I can’t attend, can I send someone in my place?

That’s not a problem. You can advise of the change of participant at any time. Please email us at education@ombudsman.vic.gov.au with the new participant's name. Don’t forget to include if the new participant has any accessibility needs or dietary requirements.