The Official Visitor programs are not a crisis service. If the matter is urgent, or if you are in crisis, you should raise it directly with the person responsible for your care at the facility.
How do I make a complaint?
To make a complaint, you can:
- call us on 1800 001 170 - Monday to Friday - 9:00 am to 4:30 pm (free call from a landline in Australia, but call charges may apply from a mobile phone)
- talk to an Official Visitor who is visiting a facility
- request an Official Visitor visit a patient or prisoner/detainee in an approved hospital or prison facility – this can be done by using the contact details on our website, or by asking a staff member at the facility
- fax a written complaint to (03) 6173 0231
- download a complaint form to fill in and send to us
- submit a complaint online by using our online complaint form
- email a complaint form to us at officialvisitors@ombudsman.tas.gov.au
- post a complaint form to us at: Official Visitor Program, GPO Box 960, HOBART TAS 7001.
Explain your concerns simply and clearly. Tell us what outcome you are hoping to achieve. Please include details of the facility you are in.
If you wish to discuss making a complaint with us, you are welcome to call us on 1800 001 170 and ask to speak to an Official Visitor. Other ways to contact us can be found on the contact page on our website.
Make a complaint
If you would like a hard copy of the complaint form to fill in, you can call us on 1800 001 170 and we will post one to you.
Complaint forms can be hand-delivered, posted or emailed to us:
- We are at Level 6, NAB House, 86 Collins Street, Hobart
- Our mailing address is GPO Box 960, Hobart, 7001
- Our email address is officialvisitors@ombudsman.tas.gov.au
What can I complain to Official Visitors about?
Complaints can be made about the treatment, behaviour and conditions in the facility you are in, whether it is a prison or a mental health facility.
Can I make a complaint if I am concerned about a patient or prisoner/detainee?
Yes. You can make a complaint if you are a support person, a representative or a person who has a genuine interest in the welfare of the patient or prisoner/detainee. You will need to give us your name, contact details and explain your relationship or role with the patient or prisoner/detainee.
How will my prison complaint be handled?
We will assess your complaint within 48 hours. Where appropriate, the Official Visitor will contact the prison facility to try to resolve the complaint.
Your complaint will be investigated by an Official Visitor at the next visit to your facility. Official Visitors will usually speak to you as part of the visit. The outcome of our investigation could be the issue is resolved, or the facility may give you more information concerning your issue.
If an issue cannot be resolved at the prison, it may be referred to the Ombudsman for further investigation. People in custody can also make a complaint directly to the Tasmanian Ombudsman at any time.
How will my mental health complaint be handled?
We will assess your complaint within 48 hours. Where appropriate, the Official Visitor will contact the mental health facility to try to resolve the complaint.
Your complaint will be investigated by an Official Visitor at the next visit to your facility. Official Visitors will usually speak to you as part of the visit. The outcome of our investigation could be the issue is resolved, or the facility may give you an explanation concerning your issue.
If an issue cannot be resolved at the mental health facility, it may be referred to the Health Complaints Commissioner for further investigation. People in mental health facilities can also make a complaint directly to the Health Complaints Commissioner at any time.
If you are not sure what to do next, or you wish to discuss your potential complaint with us, you are welcome to call us 1800 001 170 and ask to speak to an Official Visitor.