What types of complaints can you make?
You can complain to Fines Victoria if there are problems with:
- Internal Reviews: Ignored, delayed, or mishandled review applications.
- Enforcement Reviews: Wrongly rejected or delayed applications.
- Delays or poor communication: Long delays, unanswered calls, or confusing information.
- Payment arrangements: Errors in setting up, cancelling, or managing plans.
- Work and Development Permits (WDPs): Rejected or cancelled without explanation.
- Family Violence Scheme (FVS): Applications mishandled or ignored.
- Incorrect registration or enforcement: Fines enforced when already paid, withdrawn, or still under review.
- Incorrect or unfair fees: Late or collection fees charged unfairly.
- Licence or vehicle sanctions: Suspensions or clamping applied wrongly or without notice.
- Staff behaviour: Rude, discriminatory, or unprofessional conduct.
Jurisdiction:
- Fines Victoria can only deal with fines registered in Victoria.
- The other party must already be registered with Fines Victoria to be reviewed or complained about.
Time Limits:
- Internal Review: Must apply before the fine is registered, usually within 28 days of issue.
- Enforcement Review: Must apply after registration, but before enforcement action like licence suspension or a 7-day notice expires.
- Complaints: No strict time limit, but the sooner the better.
Fines Victoria will not deal with complaints about:
- Fines issued outside Victoria or by the Commonwealth.
- Fines issued by private companies (e.g., toll operators before registration).
- Fines not yet registered with Fines Victoria (must deal with the issuing agency).
- Serious traffic offences (drink/drug driving, excessive speeding).
- Court-imposed fines.
- Fines for people under 18.
- Matters already finalised (e.g., expired 7-day notice, paid fines, or vehicle already seized).
Who can you make a complaint against?
Agencies that issue fines (who are registered with Fines Victoria), including:
- Victoria Police, local councils, government departments, regulatory bodies, water corporations, and transport agencies.
Are you eligible to make a complaint?
Who can make a complaint?
You can complain or request a review if you are:
- The person named on the fine.
- An authorised representative of that person or company.
- Someone with power of attorney, guardianship, or written consent to act.
Before you lodge a complaint:
Before reaching out to Fines Victoria, you should try to resolve the issue with the agency that issued the fine first.
Can you complain on behalf of someone?
Yes, you can complain on behalf of someone else, if you have:
- Written consent,
- Legal authority (e.g., power of attorney), or
- An official appointment as administrator or guardian.
Additional Information:
Fines Victoria’s services are free, you do not need a lawyer, but you may seek legal advice.
What can this body do to help?
Fines Victoria may:
- Pause enforcement action.
- Waive or reduce fees.
- Reinstate payment plans.
- Cancel or confirm fines (through reviews).
- Provide explanations, remedies, or apologies.
How to prepare your complaint:
Personal details:
Provide your name, contact details, and ID (for reviews).
Respondent’s details:
Provide the name of the issuing agency and fine number.
Relevant facts:
Provide details about why you are complaining and what evidence you have, with supporting documents.
- Grounds may include mistake of identity, not knowing about the fine, exceptional or special circumstances, or family violence.
- Supporting documents may include medical reports, police reports, proof of payment, ID, travel documents, etc.
Lodging your complaint and next steps:
Where to lodge:
Receipt and acknowledgement:
- You will usually receive an acknowledgement.
- Reviews must be decided within 90 days (Internal Review) or 21 days (Enforcement Review).
More information:
Refer to the factsheet provided below for more information.
What types of complaints can you make?
The NSW Ombudsman can act on complaints about the conduct of NSW public authorities and community service providers, including conduct that occurs in other states.
Some common complaints include:
- A Public Authority hasn’t been fair and reasonable with you
- You haven't been provided with sufficient information to understand a decision
- A public authority hasn't replied to you without a good reason
- The policies and procedures of a public authority were not fair and reasonable, or they weren't followed without a good reason
- A public authority hasn't performed their work promptly and without unnecessary delay
- Your complaint wasn't handled according to the authority’s complaint handling policies and procedures
The NSW Ombudsman cannot investigate complaints about:
- the conduct of NSW government ministers, courts, police, the Law Enforcement Conduct Commission, ICAC, or the Office of the Legal Services Commissioner;
- local councils if there's a right of appeal or review;
- the Judicial Commission;
- decisions on accessing government information.
If the NSW Ombudsman does not have the jurisdiction to, or decides not to investigate your complaint, you will be told the reasons for that decision.
Example
Joan was issued with a speeding fine. The speed camera showed a car with Victorian license plates but Joan’s car is registered in NSW. She explained this when she applied for a, internal review of the fine but was told it didn’t matter, she still had to pay.
Who can you make a complaint against?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
Are you eligible to make a complaint?
Before you contact the Ombudsman, try to resolve your complaint directly with the authority or service provider. If you haven't done this, the Ombudsman might not take action. However, if your complaint is urgent or involves safety or well-being risks, you can go directly to the Ombudsman.
You can make a complaint for someone else, but without their consent, the Ombudsman may not give you detailed information due to privacy laws. The Ombudsman's services are free, and you don't need a lawyer, but you can get legal advice at any time.
You can also lodge complaints anonymously, but this may limit the Ombudsman’s ability to respond or investigate.
What outcomes are available?
- Warm/Direct Referral: The Ombudsman can guide you to the right place if they cannot help directly.
- Resolution: They can work with you and the other party to resolve the issue
- Comments: The Ombudsman can provide feedback and suggestions to improve services.
- Mediation or conciliation: They can facilitate a discussion between both sides to help reach a mutual agreement.
- Investigation, Reports, and Recommendations: The Ombudsman can investigate your complaint, write a report on their findings, and recommend actions to fix the problem.
What should your complaint include?
You can make a complaint to the NSW Ombudsman either in writing or verbally.
Free interpreter or translator services are available.
If you provide personal information, include:
- First and last name
- Age
- Contact number
- Email and postal address
When describing your complaint, include:
- The name of the public authority or community service provider.
- Details about what the complaint is about, including what happened and when.
- The outcome after you complained to the authority or provider.
- What resolution you seek.
Provide as much detail and supporting documents as possible. Do not make false or misleading statements, as this may be an offence.
Lodging your complaint and next steps
You can lodge a complaint with the NSW Ombudsman:
- Online via the form: Make a complaint online - NSW Ombudsman
- Email: info@ombo.nsw.gov.au
- Post: Level 24/580 George Street, Sydney 2000
- Telephone: 1800 451 524, Monday to Friday, 9am - 4pm
- In person: Level 24/580 George Street, Sydney 2000, Monday to Friday between 9am-12pm or 1pm-4pm.
What to Expect After Lodging Your Complaint:
- Written Complaints: You will receive an acknowledgment with a case reference number within 10 working days.
- Phone or In-Person Complaints: You will receive immediate acknowledgment.
Possible Outcomes:
- If no action is needed, you will be informed with the reasons.
- If action is taken, the Ombudsman officer will contact the relevant authority and keep you informed of the outcome.
Most complaints are resolved within 30 days, but complex cases may take longer.
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