How we used your feedback

For cultural and accessibility requirements

We will:

• create a plain English version of the policy
• include a visual representation of the process
• carefully consider images used when sharing the policy
• explore options to provide visual aids and translations in various ways.

For complaints resolution

Complete agreement may not always be possible. The Victorian Ombudsman's best practice guides balance between:

• effective resolution
• pragmatic use of resources in complaint management.

It emphasises the importance of fair, reasonable and timely complaints resolution. And it recognises limitations such as:

• resourcing
• the need for practicality in policy implementation.

If we cannot reach a resolution we will offer options to escalate your complaint to:

• Victorian Ombudsman
• other relevant statutory bodies.