BackConciliation is one means of resolving complaints to the Ombudsman about public organisations. It is a voluntary process.
The Victorian Ombudsman's recently launched conciliation function offers Victorian public organisations (including local government councils) and complainants an efficient and meaningful alternative in resolving their complaints. The Ombudsman has been very pleased with the initial feedback received, as the office looks to promote conciliation as a valuable resolution tool in the future.
A conciliation meeting brings complainants and public organisations together in a supported conciliator-led environment. The conciliators will assist the parties in discussing the complaint; they will evaluate parties’ positions and suggest options to help the parties resolve the complaint. Conciliation meetings are held in private and are confidential.
Benefits of conciliation
Under the guidance of the Victorian Ombudsman’s conciliators, conciliation can achieve a speedy resolution of a complaint; offer a controlled and confidential environment, in which parties agree to rules of respectful engagement; give parties an opportunity to explain what has happened and what they think is a fair outcome to the complaint; and enlighten and allow parties to appreciate each other’s viewpoints.
After conciliation
- If an agreement is reached, we will treat the complaint as ‘informally resolved and closed.
- If parties do not reach an agreement, the complaint may still be closed, we may resume enquiries or we may consider an investigation.
Preparing for conciliation
- Parties are asked to think about the steps that might resolve the complaint.
- Parties should bring an open mind and be prepared to listen.
- Parties need to participate in a respectful conversation and see conciliation as an opportunity to talk about their experience and resolve the complaint.
- Parties are asked to advise the Ombudsman if they wish to bring a support person. The Ombudsman recognises support persons can improve the fairness, efficiency, and effectiveness of conciliation.
Source: Office of the Victorian Ombudsman, Australia
