The Gentle Art of Making a Complaint

Complaining to friends can be a cathartic experience, but formal complaints play a vital role in improving services and driving meaningful change.

Join us for a lively and informative discussion exploring the role of an Ombudsman and how they accept, investigate, and resolve complaints about services and organisations. This session will demystify the complaints process and help participants understand how to raise concerns effectively.

You will hear directly from representatives from the Energy and Water Ombudsman Victoria, the Victorian Ombudsman, and the Telecommunications Industry Ombudsman. Panellists will share practical insights and provide guidance on how to navigate complaint processes, what to expect once a complaint is lodged, and how Ombudsmen work to achieve fair outcomes.

This session will equip attendees with the knowledge and confidence to make well‑informed, effective complaints when dealing with service providers or organisations.

Panellists:

• Amanda Venda, Energy and Water Ombudsman Victoria
• Irene Parker, Victorian Ombudsman
• Mel Shirley, Telecommunications Industry Ombudsman