Complaints about CFA made to the Victorian Ombudsman
Dear Victorian Ombudsman,
I would like to request under Victorian Freedom of Information Law how many complaints were lodged with the Office of the Victorian Ombudsman between 1st January 2010 and and the January 1st 2025.
I would also like the number of these complaints that were found to be valid and what action the office of the Victorian Ombudsman took to rectify the issues raised by the complainant.
Yours faithfully,
Douglas Steley
=============================================================
I note I am a disabled ex serviceman who has multiple disabilities from my service and I am also badly dyslexic, your respect for my disabilities is requested as per Australian Human Rights and Equal Opportunity law. If there are any questions or problems with this request or any delays in providing the information please inform me by phone to explain and discuss these issues 0408754250
Note I am old and answer phone calls but I am also old disabled and often cannot to my phone in time, if I fail to answer please call back a minute or so later or text me a number to call back. Thank you
This is an automatic reply to your email to confirm its receipt. If you
are making a complaint to the Ombudsman, we ask that you please read the
attached Information Sheet.
Our office is currently receiving a high number of complaints and are
experiencing delays of up to 2 weeks in allocating complaints to our team.
We apologise for any delay in responding to you and thank you for your
understanding.
A case officer will contact you once allocated to your matter. If your
matter is urgent, you may contact our office on 1800 806 314.
MAKING A COMPLAINT?
If you have not done so already, could you please email your contact
telephone number(s).
ALREADY GOT A COMPLAINT WITH US?
Please include your Case Number in the subject line of your e-mail.
Your email will be allocated to your case officer or their manager.
They will contact you if they need more information.
COPYING (CC-ING) AN EMAIL TO THE OMBUDSMAN?
We do not usually respond to correspondence that is addressed to someone
else and cc’d to the Ombudsman. Please contact us direct if you want us to
act on your email.
INFORMATION SHARING
If your complaint is about a person’s welfare, we may share this
information with another body.
If your complaint is about corruption or improper conduct, we must report
it to the Independent Broad-based Anti-Corruption Commission (IBAC). IBAC
may then refer it back to us for investigation.
OFFICIAL
Dear Douglas Steley,
Please see attached correspondence.
Legal Mailbox
[1]Victorian Ombudsman
Phone: | Toll Free: 1800 806 314 | Mobile:
Level 2, 570 Bourke Street, Melbourne, VIC 3000
[2][IMG] [3][IMG] [4][IMG]
The Victorian Ombudsman pays respect to First Nations custodians of Country throughout Victoria.
This respect is extended to their Elders past and present. We acknowledge their sovereignty was never ceded.
CONFIDENTIALITY NOTICE
This e‑mail (and any attachments) is confidential and intended to be accessed only by the person or entity to which it is addressed.
No use, copying, disclosure or forwarding of this message or any attachments is permitted without authorisation.
If you are not the intended recipient, please notify the sender immediately and delete or destroy all copies of this message and any attachments.
The Victorian Ombudsman does not accept liability in connection with computer viruses or any other defects or consequences that may arise from
opening or using the message and any attachments. Unsolicited commercial emails must not be forwarded to the originator of this transmission
OFFICIAL
References
Visible links
1. https://ombudsman.vic.gov.au/
2. https://www.ombudsman.vic.gov.au/
3. https://www.linkedin.com/company/victori...
4. https://www.youtube.com/@VictorianOmbuds...
OFFICIAL
Dear Douglas,
I am writing to follow up on your phone call to the Victorian Ombudsman
(VO) on 7 August 2025 about your request for documents under the Freedom
of Information Act 1982 (FOI Act).
During the call, you said you are asking for different information from
what you received on 6 August 2025. In particular, you are looking for:
1. The number of complaints received by VO about the Country Fire
Authority (CFA) for the calendar years 2010 to 2024.
2. The number of complaints received by VO about the CFA for the calendar
years 2010 to 2024 that were found to be valid and the number of
complaints that were dismissed.
Can you please confirm whether that is the information you are asking for?
If so, we will register this as a new request for documents under the FOI
Act. To start this process, please contact us by 5 September 2025 to
confirm the terms of your request.
If we do not hear from you by 5 September 2025 we may close your request
without processing it. If we close your request without processing it, you
will need to make a new request is you wish to access the documents.
Please contact us at [1][email address] if you have any
questions.
Yours sincerely,
Kate
Solicitor
[2][IMG]
Toll Free: 1800 806 314
Level 2, 570 Bourke Street, Melbourne, VIC 3000
[3][IMG] [4][IMG] [5][IMG]
The Victorian Ombudsman pays respect to First Nations custodians of Country throughout Victoria.
This respect is extended to their Elders past and present. We acknowledge their sovereignty was never ceded.
CONFIDENTIALITY NOTICE
This e‑mail (and any attachments) is confidential and intended to be accessed only by the person or entity to which it is addressed.
No use, copying, disclosure or forwarding of this message or any attachments is permitted without authorisation.
If you are not the intended recipient, please notify the sender immediately and delete or destroy all copies of this message and any attachments.
The Victorian Ombudsman does not accept liability in connection with computer viruses or any other defects or consequences that may arise from
opening or using the message and any attachments. Unsolicited commercial emails must not be forwarded to the originator of this transmission
OFFICIAL
References
Visible links
1. mailto:[email address]
2. https://ombudsman.vic.gov.au/
3. https://www.ombudsman.vic.gov.au/
4. https://www.linkedin.com/company/victori...
5. https://www.youtube.com/@VictorianOmbuds...
Dear Legal Mailbox,
Re your call and message
Dear Kate
------------------------------------------
Dear Douglas,
I am writing to follow up on your phone call to the Victorian Ombudsman
(VO) on 7 August 2025 about your request for documents under the Freedom
of Information Act 1982 (FOI Act).
During the call, you said you are asking for different information from
what you received on 6 August 2025. In particular, you are looking for:
1. The number of complaints received by VO about the Country Fire
Authority (CFA) for the calendar years 2010 to 2024.
2. The number of complaints received by VO about the CFA for the calendar
years 2010 to 2024 that were found to be valid and the number of
complaints that were dismissed.
Can you please confirm whether that is the information you are asking for?
If so, we will register this as a new request for documents under the FOI
Act. To start this process, please contact us by 5 September 2025 to
confirm the terms of your request.
If we do not hear from you by 5 September 2025 we may close your request
without processing it. If we close your request without processing it, you
will need to make a new request is you wish to access the documents.
Please contact us at [1][email address] if you have any
questions.
Yours sincerely,
Kate
Solicitor
[2][IMG]
Toll Free: 1800 806 314
Level 2, 570 Bourke Street, Melbourne, VIC 3000
-----------------------------------------------------------
yes those were the 2 pieces of information I was seeking, I understand that the VO keeps a record of the number and type of complaints received and how these complaints are accepted rejected or dealt with, that is the information I'm looking for.
My apologies but we were away from home and trying to deal with distressing official issues was not good for my mental health, I hope that was ok.
looking forward to your call to discuss this matter
Many thanks
Doug Steley
Yours sincerely,
Doug Steley
OFFICIAL
Dear Doug,
Thank you for your email confirming the information you are looking for.
Your request is now valid, and we are processing it. We have 30 days from the date we receive your request to provide you with a decision. As such, the due date for us to make a decision on your request is 16 September 2025.
Please contact us at legal+AEA-ombudsman.vic.gov.au if you have any questions.
Kate
Solicitor
Toll Free: 1800 806 314
+IAsgCw-The Victorian Ombudsman pays respect to First Nations custodians of Country throughout Victoria.
+IAs-This respect is extended to their Elders past and present. We acknowledge their sovereignty was never ceded.
+IAs-CONFIDENTIALITY NOTICE
+IAs-
This e-mail (and any attachments) is confidential and intended to be accessed only by the person or entity to which it is addressed.
+IAs-No use, copying, disclosure or forwarding of this message or any attachments is permitted without authorisation.
+IAs-If you are not the intended recipient, please notify the sender immediately and delete or destroy all copies of this message and any attachments.
+IAs-The Victorian Ombudsman does not accept liability in connection with computer viruses or any other defects or consequences that may arise from
+IAs-opening or using the message and any attachments. Unsolicited commercial emails must not be forwarded to the originator of this transmission
OFFICIAL
-----Original Message-----
From: Doug Steley +ADw-foi+-request-13380-ca6140b7+AEA-righttoknow.org.au+AD4-
Sent: Sunday, 17 August 2025 4:54 PM
To: Legal Mailbox +ADw-legal+AEA-ombudsman.vic.gov.au+AD4-
Subject: Re: 15 August 2025 Your Freedom of Information Request
Dear Legal Mailbox,
Re your call and message
Dear Kate
------------------------------------------
Dear Douglas,
I am writing to follow up on your phone call to the Victorian Ombudsman
(VO) on 7 August 2025 about your request for documents under the Freedom
of Information Act 1982 (FOI Act).
During the call, you said you are asking for different information from
what you received on 6 August 2025. In particular, you are looking for:
1. The number of complaints received by VO about the Country Fire
Authority (CFA) for the calendar years 2010 to 2024.
2. The number of complaints received by VO about the CFA for the calendar
years 2010 to 2024 that were found to be valid and the number of
complaints that were dismissed.
Can you please confirm whether that is the information you are asking for?
If so, we will register this as a new request for documents under the FOI
Act. To start this process, please contact us by 5 September 2025 to
confirm the terms of your request.
If we do not hear from you by 5 September 2025 we may close your request
without processing it. If we close your request without processing it, you
will need to make a new request is you wish to access the documents.
Please contact us at +AFs-1+AF0AWw-email address+AF0- if you have any
questions.
Yours sincerely,
Kate
Solicitor
+AFs-2+AF0AWw-IMG+AF0-
Toll Free: 1800 806 314
Level 2, 570 Bourke Street, Melbourne, VIC 3000
-----------------------------------------------------------
yes those were the 2 pieces of information I was seeking, I understand that the VO keeps a record of the number and type of complaints received and how these complaints are accepted rejected or dealt with, that is the information I'm looking for.
My apologies but we were away from home and trying to deal with distressing official issues was not good for my mental health, I hope that was ok.
looking forward to your call to discuss this matter
Many thanks
Doug Steley
Yours sincerely,
Doug Steley
-----Original Message-----
OFFICIAL
Dear Douglas,
I am writing to follow up on your phone call to the Victorian Ombudsman
(VO) on 7 August 2025 about your request for documents under the Freedom
of Information Act 1982 (FOI Act).
During the call, you said you are asking for different information from
what you received on 6 August 2025. In particular, you are looking for:
1. The number of complaints received by VO about the Country Fire
Authority (CFA) for the calendar years 2010 to 2024.
2. The number of complaints received by VO about the CFA for the calendar
years 2010 to 2024 that were found to be valid and the number of
complaints that were dismissed.
Can you please confirm whether that is the information you are asking for?
If so, we will register this as a new request for documents under the FOI
Act. To start this process, please contact us by 5 September 2025 to
confirm the terms of your request.
If we do not hear from you by 5 September 2025 we may close your request
without processing it. If we close your request without processing it, you
will need to make a new request is you wish to access the documents.
Please contact us at +AFs-1+AF0AWw-email address+AF0- if you have any
questions.
Yours sincerely,
Kate
Solicitor
+AFs-2+AF0AWw-IMG+AF0-
Toll Free: 1800 806 314
Level 2, 570 Bourke Street, Melbourne, VIC 3000
+AFs-3+AF0AWw-IMG+AF0- +AFs-4+AF0AWw-IMG+AF0- +AFs-5+AF0AWw-IMG+AF0-
+IAsgCw-The Victorian Ombudsman pays respect to First Nations custodians of Country throughout Victoria.
+IAs-This respect is extended to their Elders past and present. We acknowledge their sovereignty was never ceded.
+IAs-CONFIDENTIALITY NOTICE
+IAs-
This e+IBE-mail (and any attachments) is confidential and intended to be accessed only by the person or entity to which it is addressed.
+IAs-No use, copying, disclosure or forwarding of this message or any attachments is permitted without authorisation.
+IAs-If you are not the intended recipient, please notify the sender immediately and delete or destroy all copies of this message and any attachments.
+IAs-The Victorian Ombudsman does not accept liability in connection with computer viruses or any other defects or consequences that may arise from
+IAs-opening or using the message and any attachments. Unsolicited commercial emails must not be forwarded to the originator of this transmission
OFFICIAL
References
Visible links
1. mailto:+AFs-email address+AF0-
2. https://ombudsman.vic.gov.au/
3. https://www.ombudsman.vic.gov.au/
4. https://www.linkedin.com/company/victori...
5. https://www.youtube.com/+AEA-VictorianOm...
-------------------------------------------------------------------
Please use this email address for all replies to this request:
foi+-request-13380-ca6140b7+AEA-righttoknow.org.au
This request has been made by an individual using Right to Know. This message and any reply that you make will be published on the internet. More information on how Right to Know works can be found at:
https://www.righttoknow.org.au/help/offi...
Please note that in some cases publication of requests and responses will be delayed.
If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.
-------------------------------------------------------------------