Meet our team

Our team is divided into three operational arms to effectively manage our work: the complaints and freedom of information (FOI) team, the strategy and communications team and the business services team.

Our office is hosted by the Victorian Department of Health (the department).

All staff are employees of the department but report directly to the Ombudsman and Commissioner for day-to-day duties.

Complaints and FOI team

The Ombudsman and Commissioner delegates some decision-making powers to the complaints and FOI team. Staff can decide whether to investigate complaints and can make findings about the outcomes of investigations. Some staff can also conduct reviews of FOI decisions.

Members of the complaints and FOI team are trained in providing best practice complaint handling. They are skilled in listening and responding empathetically to people’s concerns. The team values working collaboratively with stakeholders to resolve complaints.

Strategy and communications team

Our strategy and communications team focuses on ensuring our community can access our services.

The team also helps develop relevant submissions in collaboration with the Ombudsman and Commissioner and works with our community to respond to requests for information.

Business services team

Our Business Services Unit keeps our office running efficiently by developing and managing our governance and financial and business services. The team has proactively responded to the risks associated with the COVID-19 pandemic and supported a positive team culture in a remote or hybrid working environment.

The business services team also drives staff recruitment in response to the office’s continued development.

Meet the Ombudsman and Commissioner

Find out more about the Ombudsman and Commissioner, Richelle McCausland.
About us

Find out more about our vision, purpose and values.
What we do

Find out more about how we strive for fair and positive change in the regulation of health practitioners.
Policy

Find out more about the policies that guide our work.

“I’ve worked as a senior member of the office of the National Health Practitioner Ombudsman for over four years. Our team has a rare opportunity to work with people from all walks of life on many different process and policy issues.

Many of the people who contact our office have been through really tough situations involving their health or their careers. It is really rewarding to work with each person and get meaningful outcomes for them.

It is also great to work collaboratively with others to ensure our health practitioner regulation system works fairly and effectively for everyone.”

– Chris, Manager