[{"data":1,"prerenderedAt":413},["ShallowReactive",2],{"i-vo-icon:up-arrow":3,"i-vo-icon:linkedin":8,"i-vo-icon:facebook":10,"i-vo-icon:youtube":12,"i-vo-icon:x":14,"i-vo-icon:instagram":18,"i-vo-icon:hamburger":21,"i-vo-icon:caret-down":24,"i-vo-icon:close":26,"i-vo-icon:search":28,"_apollo:default":30},{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":7},0,24,false,"\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M15.6783 11.7348C16.0841 11.3602 16.1094 10.7275 15.7348 10.3217L12.9656 7.32171C12.7853 7.12646 12.5348 7.01096 12.2693 7.00074C12.0037 6.99051 11.745 7.08639 11.5503 7.2672L8.31955 10.2672C7.91484 10.643 7.89141 11.2757 8.26721 11.6804C8.64301 12.0852 9.27574 12.1086 9.68046 11.7328L12.1763 9.41526L14.2652 11.6783C14.6398 12.0841 15.2725 12.1094 15.6783 11.7348Z\" />\n\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M12 17C12.5523 17 13 16.5523 13 16L13 10C13 9.44772 12.5523 9 12 9C11.4477 9 11 9.44772 11 10L11 16C11 16.5523 11.4477 17 12 17Z\" />",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":9},"\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M4 9.68181V21.2881H7.75971V9.68181H4ZM6.12703 4C4.84086 4 4 4.86676 4 6.00475C4 7.11917 4.816 8.0109 6.07823 8.0109H6.10225C7.41321 8.0109 8.22966 7.11917 8.22966 6.00475C8.20526 4.86676 7.4132 4 6.12703 4ZM17.2321 9.68181C15.236 9.68181 14.3423 10.8083 13.8433 11.5986V9.95466H10.0831C10.1326 11.0437 10.0831 21.561 10.0831 21.561H13.8433V15.0791C13.8433 14.7322 13.8677 14.3861 13.9671 14.1378C14.2388 13.4448 14.8575 12.7273 15.8962 12.7273C17.2572 12.7273 17.8013 13.7916 17.8013 15.3513V21.5607H21.5608L21.561 14.906C21.561 11.341 19.7062 9.68181 17.2321 9.68181Z\"/>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":11},"\u003Cpath d=\"M17.7561 8.94995H14.4335V6.72231C14.4335 5.88572 14.9759 5.69068 15.3579 5.69068C15.7391 5.69068 17.7026 5.69068 17.7026 5.69068V2.01288L14.4735 2C10.8888 2 10.0731 4.74302 10.0731 6.49839V8.94995H8V12.7397H10.0731C10.0731 17.6033 10.0731 23.4634 10.0731 23.4634H14.4335C14.4335 23.4634 14.4335 17.5455 14.4335 12.7397H17.3758L17.7561 8.94995Z\"/>",{"left":4,"top":4,"width":5,"height":5,"rotate":4,"vFlip":6,"hFlip":6,"body":13},"\u003Cpath d=\"M19.9814 12.2495H6.01855C3.79913 12.2495 2 14.0504 2 16.2694V19.4994C2 21.7183 3.79913 23.5188 6.01855 23.5188H19.9814C22.2004 23.5188 24 21.7183 24 19.4994V16.2694C24 14.0504 22.2004 12.2495 19.9814 12.2495ZM8.95207 14.764H7.65396V21.2142H6.39982V14.764H5.10262V13.6669H8.95207V14.764V14.764ZM12.619 21.2142H11.5066V20.6041C11.2998 20.8298 11.0867 21.002 10.8642 21.1182C10.6418 21.2393 10.4269 21.2958 10.2179 21.2958C9.95951 21.2958 9.76753 21.2137 9.6361 21.0469C9.50692 20.8804 9.44099 20.6337 9.44099 20.3005V15.6459H10.5534V19.9174C10.5534 20.0493 10.5781 20.1439 10.6225 20.2027C10.6705 20.2632 10.7467 20.291 10.8512 20.291C10.932 20.291 11.036 20.2525 11.1612 20.1744C11.2872 20.0955 11.402 19.9968 11.5066 19.8748V15.6454H12.619V21.2142V21.2142ZM16.6577 20.0645C16.6577 20.4579 16.5702 20.7602 16.3957 20.971C16.2222 21.1819 15.9683 21.2855 15.6395 21.2855C15.4206 21.2855 15.2259 21.246 15.0568 21.1644C14.8868 21.0836 14.7267 20.9594 14.5809 20.7871V21.2137H13.4551V13.6669H14.5809V16.0976C14.7316 15.9294 14.8909 15.7988 15.0573 15.7114C15.2273 15.6221 15.3982 15.579 15.5713 15.579C15.9234 15.579 16.1917 15.6966 16.3774 15.9338C16.564 16.1711 16.6568 16.5187 16.6568 16.9745V20.0645H16.6577ZM20.5166 18.5641H18.3878V19.6133C18.3878 19.9057 18.4236 20.1094 18.4963 20.2229C18.5708 20.3368 18.6959 20.3924 18.874 20.3924C19.0588 20.3924 19.1866 20.3444 19.2611 20.2484C19.3328 20.1515 19.3714 19.9407 19.3714 19.6133V19.3599H20.5166V19.6456C20.5166 20.2161 20.378 20.6463 20.0967 20.9365C19.82 21.224 19.4028 21.3667 18.8484 21.3667C18.3492 21.3667 17.9558 21.2146 17.6701 20.9087C17.3852 20.6046 17.2399 20.1825 17.2399 19.646V17.1449C17.2399 16.6636 17.3987 16.2676 17.714 15.9639C18.0285 15.6602 18.4335 15.5086 18.9318 15.5086C19.4418 15.5086 19.8334 15.649 20.1066 15.9307C20.3798 16.2128 20.5166 16.6165 20.5166 17.1445V18.5641V18.5641Z\"/>\n\u003Cpath d=\"M18.8847 16.4819C18.7071 16.4819 18.5806 16.5317 18.5035 16.6357C18.4245 16.7335 18.3877 16.9008 18.3877 17.1345V17.6974H19.3714V17.1345C19.3714 16.9008 19.3319 16.7331 19.2539 16.6357C19.179 16.5321 19.0538 16.4819 18.8847 16.4819Z\"/>\n\u003Cpath d=\"M15.0465 16.463C14.9676 16.463 14.8877 16.4804 14.811 16.5168C14.733 16.5522 14.6567 16.611 14.5814 16.6872V20.1559C14.6707 20.2456 14.759 20.3146 14.8451 20.3541C14.9308 20.3922 15.0196 20.4138 15.1143 20.4138C15.2511 20.4138 15.3507 20.3743 15.4148 20.2945C15.478 20.2155 15.5103 20.0895 15.5103 19.9114V17.0357C15.5103 16.8465 15.4727 16.7047 15.3937 16.6074C15.3121 16.5114 15.1964 16.463 15.0465 16.463Z\"/>\n\u003Cpath d=\"M7.84678 10.3152H9.25702V6.86586L10.8992 2H9.46559L8.59272 5.32375H8.5039L7.58752 2H6.16696L7.84678 7.02106V10.3152Z\"/>\n\u003Cpath d=\"M12.81 10.47C13.3797 10.47 13.8264 10.3206 14.1521 10.0219C14.4755 9.72178 14.6374 9.31226 14.6374 8.78745V5.6189C14.6374 5.15196 14.4719 4.76755 14.1422 4.47106C13.8103 4.17547 13.385 4.02655 12.8665 4.02655C12.2969 4.02655 11.8434 4.16739 11.5061 4.44864C11.1697 4.72988 11.0005 5.10711 11.0005 5.58391V8.76323C11.0005 9.2849 11.1652 9.69756 11.494 10.0071C11.8227 10.3152 12.2623 10.47 12.81 10.47ZM12.2906 5.53726C12.2906 5.40405 12.3386 5.29639 12.4323 5.21207C12.5297 5.12953 12.653 5.08961 12.8064 5.08961C12.9719 5.08961 13.106 5.12953 13.2083 5.21207C13.3101 5.29639 13.3608 5.40405 13.3608 5.53726V8.87941C13.3608 9.04313 13.311 9.17321 13.2101 9.26695C13.1101 9.36115 12.9755 9.40735 12.8064 9.40735C12.6409 9.40735 12.5131 9.36249 12.4233 9.2683C12.335 9.17635 12.2901 9.04716 12.2901 8.87896V5.53726H12.2906Z\"/>\n\u003Cpath d=\"M16.529 10.4049C16.7645 10.4049 17.0063 10.3376 17.2552 10.2084C17.5068 10.0774 17.7477 9.8859 17.9769 9.63606V10.3156H19.2297V4.1817H17.9769V8.83764C17.8603 8.97086 17.7307 9.08031 17.5916 9.16733C17.4499 9.25345 17.3333 9.29651 17.2413 9.29651C17.1238 9.29651 17.0372 9.26421 16.9865 9.19738C16.9349 9.13324 16.9058 9.02828 16.9058 8.88429V4.1817H15.6548V9.30817C15.6548 9.67374 15.7283 9.94691 15.8737 10.1281C16.0217 10.312 16.2379 10.4049 16.529 10.4049Z\"/>",{"left":4,"top":4,"width":15,"height":16,"rotate":4,"vFlip":6,"hFlip":6,"body":17},1200,1227,"\u003Cpath\n        d=\"M714.163 519.284 1160.89 0h-105.86L667.137 450.887 357.328 0H0l468.492 681.821L0 1226.37h105.866l409.625-476.152 327.181 476.152H1200L714.137 519.284zM569.165 687.828l-47.468-67.894-377.686-540.24h162.604l304.797 435.991 47.468 67.894 396.2 566.721H892.476L569.165 687.854z\" />",{"left":4,"top":4,"width":19,"height":19,"rotate":4,"vFlip":6,"hFlip":6,"body":20},1000,"\u003Cpath\n        d=\"M292.92 3.5c-53.2 2.51-89.53 11-121.29 23.48-32.87 12.81-60.73 30-88.45 57.82s-44.79 55.7-57.51 88.62c-12.31 31.83-20.65 68.19-23 121.42S-.2 365.18.06 500.96.92 653.76 3.5 707.1c2.54 53.19 11 89.51 23.48 121.28 12.83 32.87 30 60.72 57.83 88.45s55.69 44.76 88.69 57.5c31.8 12.29 68.17 20.67 121.39 23s70.35 2.87 206.09 2.61 152.83-.86 206.16-3.39 89.46-11.05 121.24-23.47c32.87-12.86 60.74-30 88.45-57.84s44.77-55.74 57.48-88.68c12.32-31.8 20.69-68.17 23-121.35 2.33-53.37 2.88-70.41 2.62-206.17s-.87-152.78-3.4-206.1-11-89.53-23.47-121.32c-12.85-32.87-30-60.7-57.82-88.45s-55.74-44.8-88.67-57.48c-31.82-12.31-68.17-20.7-121.39-23S634.83-.2 499.04.06 346.25.9 292.92 3.5m5.84 903.88c-48.75-2.12-75.22-10.22-92.86-17-23.36-9-40-19.88-57.58-37.29s-28.38-34.11-37.5-57.42c-6.85-17.64-15.1-44.08-17.38-92.83-2.48-52.69-3-68.51-3.29-202s.22-149.29 2.53-202c2.08-48.71 10.23-75.21 17-92.84 9-23.39 19.84-40 37.29-57.57s34.1-28.39 57.43-37.51c17.62-6.88 44.06-15.06 92.79-17.38 52.73-2.5 68.53-3 202-3.29s149.31.21 202.06 2.53c48.71 2.12 75.22 10.19 92.83 17 23.37 9 40 19.81 57.57 37.29s28.4 34.07 37.52 57.45c6.89 17.57 15.07 44 17.37 92.76 2.51 52.73 3.08 68.54 3.32 202s-.23 149.31-2.54 202c-2.13 48.75-10.21 75.23-17 92.89-9 23.35-19.85 40-37.31 57.56s-34.09 28.38-57.43 37.5c-17.6 6.87-44.07 15.07-92.76 17.39-52.73 2.48-68.53 3-202.05 3.29s-149.27-.25-202-2.53m407.6-674.61a60 60 0 1 0 59.88-60.1 60 60 0 0 0-59.88 60.1M243.27 500.5c.28 141.8 115.44 256.49 257.21 256.22S757.02 641.3 756.75 499.5 641.29 242.98 499.5 243.26 243 358.72 243.27 500.5m90.06-.18a166.67 166.67 0 1 1 167 166.34 166.65 166.65 0 0 1-167-166.34\" />",{"left":4,"top":4,"width":22,"height":22,"rotate":4,"vFlip":6,"hFlip":6,"body":23},58,"\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M9 14.4167C9 13.5882 9.67157 12.9167 10.5 12.9167H47.5C48.3285 12.9167 49 13.5882 49 14.4167C49 15.2451 48.3285 15.9167 47.5 15.9167H10.5C9.67157 15.9167 9 15.2451 9 14.4167Z\"/>\n\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M9 28.9167C9 28.0882 9.67157 27.4167 10.5 27.4167H47.5C48.3285 27.4167 49 28.0882 49 28.9167C49 29.7451 48.3285 30.4167 47.5 30.4167H10.5C9.67157 30.4167 9 29.7451 9 28.9167Z\"/>\n\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M9 43.4167C9 42.5882 9.67157 41.9167 10.5 41.9167H47.5C48.3285 41.9167 49 42.5882 49 43.4167C49 44.2451 48.3285 44.9167 47.5 44.9167H10.5C9.67157 44.9167 9 44.2451 9 43.4167Z\"/>",{"left":4,"top":4,"width":22,"height":22,"rotate":4,"vFlip":6,"hFlip":6,"body":25},"\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M22.5018 24.3143C23.0876 23.7286 24.0374 23.7286 24.6232 24.3143L29 28.6912L33.3768 24.3143C33.9626 23.7286 34.9124 23.7286 35.4982 24.3143C36.0839 24.9001 36.0839 25.8499 35.4982 26.4357L30.0607 31.8732C29.4749 32.4589 28.5251 32.4589 27.9393 31.8732L22.5018 26.4357C21.9161 25.8499 21.9161 24.9001 22.5018 24.3143Z\"/>",{"left":4,"top":4,"width":22,"height":22,"rotate":4,"vFlip":6,"hFlip":6,"body":27},"\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M15.0607 13.9393C15.6465 13.3536 16.5962 13.3536 17.182 13.9393L43.345 40.1023C43.9308 40.6881 43.9308 41.6379 43.345 42.2236C42.7592 42.8094 41.8094 42.8094 41.2237 42.2236L15.0607 16.0607C14.4749 15.4749 14.4749 14.5251 15.0607 13.9393Z\"/>\n\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M43.3657 13.9393C42.7799 13.3536 41.8302 13.3536 41.2444 13.9393L15.0814 40.1023C14.4956 40.6881 14.4956 41.6379 15.0814 42.2236C15.6672 42.8094 16.6169 42.8094 17.2027 42.2236L43.3657 16.0607C43.9515 15.4749 43.9515 14.5251 43.3657 13.9393Z\"/>",{"left":4,"top":4,"width":22,"height":22,"rotate":4,"vFlip":6,"hFlip":6,"body":29},"\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.2764 25.5497C16.2764 16.6304 23.5317 9.375 32.4511 9.375C41.3678 9.375 48.6258 16.5881 48.6258 25.5497C48.6258 26.3781 47.9542 27.0497 47.1258 27.0497C46.2974 27.0497 45.6258 26.3781 45.6258 25.5497C45.6258 18.2502 39.7162 12.375 32.4511 12.375C25.1886 12.375 19.2764 18.2872 19.2764 25.5497C19.2764 32.8122 25.1886 38.7244 32.4511 38.7244C37.5403 38.7244 41.9579 35.8437 44.1694 31.5991C44.5522 30.8644 45.4581 30.5791 46.1928 30.9619C46.9274 31.3446 47.2127 32.2505 46.8299 32.9852C44.1234 38.18 38.705 41.7244 32.4511 41.7244C23.5317 41.7244 16.2764 34.4691 16.2764 25.5497Z\"/>\n\u003Cpath fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.5506 38.4494C20.1364 39.0351 20.1364 39.9849 19.5506 40.5707L11.9357 48.1857C11.3499 48.7714 10.4001 48.7714 9.81434 48.1857C9.22855 47.5999 9.22855 46.6501 9.81434 46.0643L17.4293 38.4494C18.0151 37.8636 18.9649 37.8636 19.5506 38.4494Z\"/>",{"pages_featured_Entry:3125":31,"pages_default_Entry:56443":36,"pages_featured_Entry:3146":41,"pages_landing_Entry:1678":45,"externalPages_externalpage_Entry:53458":50,"practiceGuidesArchive_practiceGuidesArchive_Entry:1":55,"keyLearningsArchive_keyLearningsArchive_Entry:38062":60,"eventsArchive_eventsArchive_Entry:43678":65,"pages_landing_Entry:196":70,"investigationReportsArchive_investigationReportsArchive_Entry:11":74,"pages_default_Entry:41962":79,"caseExamplesArchive_caseExamplesArchive_Entry:5":83,"newsArchive_newsArchive_Entry:3":88,"newslettersArchive_newslettersArchive_Entry:37711":93,"pages_landing_Entry:144":98,"pages_default_Entry:147":102,"pages_landing_Entry:153":106,"pages_default_Entry:56180":110,"pages_landing_Entry:12520":114,"pages_default_Entry:168":118,"pages_default_Entry:48525":122,"translationsArchive_translationsArchive_Entry:13":126,"contactUs_contactUs_Entry:18":131,"pages_default_Entry:126":136,"pages_default_Entry:171":140,"pages_default_Entry:177":144,"pages_default_Entry:183":148,"pages_default_Entry:180":152,"pages_default_Entry:16316":156,"pages_default_Entry:174":160,"footerSocialLinks_BlockType:3788":164,"footerSocialLinks_BlockType:3789":169,"footerSocialLinks_BlockType:3790":173,"footerSocialLinks_BlockType:56274":177,"footerSocialLinks_BlockType:56275":181,"ROOT_QUERY":185,"pages_default_Entry:53468":327,"additionalContent_accordion_BlockType:53588":337,"additionalContent_accordion_BlockType:53590":346,"additionalContent_accordion_BlockType:53766":359,"additionalContent_richContent_BlockType:53773":381,"additionalContent_accordion_BlockType:54070":385,"additionalContent_richContent_BlockType:54071":389,"additionalContent_accordion_BlockType:54072":392,"additionalContent_richContent_BlockType:54078":410},["null","__typename",32,"id",33,"title",34,"href",35],"pages_featured_Entry","3125","Complaints","/complaints/",["null","__typename",37,"id",38,"title",39,"href",40],"pages_default_Entry","56443","Conciliation","/complaints/conciliation/",["null","__typename",32,"id",42,"title",43,"href",44],"3146","Reporting improper conduct","/reporting-improper-conduct/",["null","__typename",46,"id",47,"title",48,"href",49],"pages_landing_Entry","1678","Learn from us","/learn-from-us/",["null","__typename",51,"id",52,"title",53,"href",54],"externalPages_externalpage_Entry","53458","Training","/external/training/",["null","__typename",56,"id",57,"title",58,"href",59],"practiceGuidesArchive_practiceGuidesArchive_Entry","1","Good practice guides","/learn-from-us/practice-guides/",["null","__typename",61,"id",62,"title",63,"href",64],"keyLearningsArchive_keyLearningsArchive_Entry","38062","Resources","/learn-from-us/resources/",["null","__typename",66,"id",67,"title",68,"href",69],"eventsArchive_eventsArchive_Entry","43678","Events","/learn-from-us/events/",["null","__typename",46,"id",71,"title",72,"href",73],"196","Our impact","/our-impact/",["null","__typename",75,"id",76,"title",77,"href",78],"investigationReportsArchive_investigationReportsArchive_Entry","11","Investigation reports","/our-impact/investigation-reports/",["null","__typename",37,"id",80,"title",81,"href",82],"41962","Focus Areas","/our-impact/focus-areas/",["null","__typename",84,"id",85,"title",86,"href",87],"caseExamplesArchive_caseExamplesArchive_Entry","5","Case examples","/our-impact/case-examples/",["null","__typename",89,"id",90,"title",91,"href",92],"newsArchive_newsArchive_Entry","3","News","/our-impact/news/",["null","__typename",94,"id",95,"title",96,"href",97],"newslettersArchive_newslettersArchive_Entry","37711","Newsletters","/our-impact/newsletters/",["null","__typename",46,"id",99,"title",100,"href",101],"144","About us","/about-us/",["null","__typename",37,"id",103,"title",104,"href",105],"147","Victorian Ombudsman","/about-us/victorian-ombudsman/",["null","__typename",46,"id",107,"title",108,"href",109],"153","Mission and values","/about-us/mission-and-values/",["null","__typename",37,"id",111,"title",112,"href",113],"56180","Oversight and accountability","/about-us/oversight-and-accountability/",["null","__typename",46,"id",115,"title",116,"href",117],"12520","Annual Reports and policies","/about-us/annual-reports-and-policies/",["null","__typename",37,"id",119,"title",120,"href",121],"168","Careers","/about-us/careers/",["null","__typename",37,"id",123,"title",124,"href",125],"48525","Procurement","/about-us/procurement/",["null","__typename",127,"id",128,"title",129,"href",130],"translationsArchive_translationsArchive_Entry","13","Translations","/translations/",["null","__typename",132,"id",133,"title",134,"href",135],"contactUs_contactUs_Entry","18","Contact us","/contact-us/",["null","__typename",37,"id",137,"title",138,"href",139],"126","Make a complaint about us","/complaints/make-a-complaint-about-us/",["null","__typename",37,"id",141,"title",142,"href",143],"171","Privacy","/privacy/",["null","__typename",37,"id",145,"title",146,"href",147],"177","Disclaimer","/disclaimer/",["null","__typename",37,"id",149,"title",150,"href",151],"183","Freedom of Information","/freedom-of-information/",["null","__typename",37,"id",153,"title",154,"href",155],"180","Accessibility","/accessibility/",["null","__typename",37,"id",157,"title",158,"href",159],"16316","Sitemap","/sitemap/",["null","__typename",37,"id",161,"title",162,"href",163],"174","Copyright","/copyright/",["null","__typename",165,"id",166,"linkText",167,"linkUrl",168],"footerSocialLinks_BlockType","3788","LinkedIn","https://www.linkedin.com/company/victorian-ombudsman/",["null","__typename",165,"id",170,"linkText",171,"linkUrl",172],"3789","Facebook","https://www.facebook.com/victorianombudsman/",["null","__typename",165,"id",174,"linkText",175,"linkUrl",176],"3790","YouTube","https://www.youtube.com/user/VictorianOmbudsman",["null","__typename",165,"id",178,"linkText",179,"linkUrl",180],"56274","X","https://x.com/VicOmbudsman",["null","__typename",165,"id",182,"linkText",183,"linkUrl",184],"56275","Instagram","https://www.instagram.com/victorian_ombudsman?igsh=MTFyZXcyaHExdG5hOQ==",["null","__typename",186,"globalSet({\"handle\":\"navigation\",\"site\":\"default\"})",187,"globalSet({\"handle\":\"footer\",\"site\":\"default\"})",250,"entries({\"site\":\"default\",\"uri\":\"accordion-test\"})",289,"categories({\"site\":\"default\",\"uri\":\"accordion-test\"})",292,"entry({\"id\":[53468]})",293],"Query",["null","__typename",188,"navigationLinks",189,"navigationActions",245],"navigation_GlobalSet",[190,200,213,228],["null","__typename",191,"group",192,"childLinks",195],"navigationLinks_BlockType",[193],{"__ref":194},"pages_featured_Entry:3125",[196,198],{"__ref":197},"pages_default_Entry:56443",{"__ref":199},"pages_featured_Entry:3146",["null","__typename",191,"group",201,"childLinks",204],[202],{"__ref":203},"pages_landing_Entry:1678",[205,207,209,211],{"__ref":206},"externalPages_externalpage_Entry:53458",{"__ref":208},"practiceGuidesArchive_practiceGuidesArchive_Entry:1",{"__ref":210},"keyLearningsArchive_keyLearningsArchive_Entry:38062",{"__ref":212},"eventsArchive_eventsArchive_Entry:43678",["null","__typename",191,"group",214,"childLinks",217],[215],{"__ref":216},"pages_landing_Entry:196",[218,220,222,224,226],{"__ref":219},"investigationReportsArchive_investigationReportsArchive_Entry:11",{"__ref":221},"pages_default_Entry:41962",{"__ref":223},"caseExamplesArchive_caseExamplesArchive_Entry:5",{"__ref":225},"newsArchive_newsArchive_Entry:3",{"__ref":227},"newslettersArchive_newslettersArchive_Entry:37711",["null","__typename",191,"group",229,"childLinks",232],[230],{"__ref":231},"pages_landing_Entry:144",[233,235,237,239,241,243],{"__ref":234},"pages_default_Entry:147",{"__ref":236},"pages_landing_Entry:153",{"__ref":238},"pages_default_Entry:56180",{"__ref":240},"pages_landing_Entry:12520",{"__ref":242},"pages_default_Entry:168",{"__ref":244},"pages_default_Entry:48525",[246,248],{"__ref":247},"translationsArchive_translationsArchive_Entry:13",{"__ref":249},"contactUs_contactUs_Entry:18",["null","__typename",251,"footerContactInfo",252,"footerAcknowledgement",259,"footerPrimaryLinks",260,"footerSecondaryLinks",265,"footerSocialLinks",278],"footer_GlobalSet",[253],["null","__typename",254,"address",255,"phone",256,"translatingAndInterpretingService",257,"nationalRelayService",258],"footerContactInfo_BlockType","Level 2\n570 Bourke Street\nMelbourne VIC 3000","\u003Cp>\u003Ca href=\"tel:1800806314\">1800 806 314\u003C/a>\u003C/p>","\u003Cp>\u003Ca href=\"tel:131450\">131 450\u003C/a>\u003C/p>","\u003Cp>Choose \u003Ca href=\"https://www.accesshub.gov.au/about-the-nrs/nrs-call-numbers-and-links\">preferred NRS channel\u003C/a> then \u003Ca href=\"tel:1800806314\">1800 806 314\u003C/a>\u003C/p>","The Victorian Ombudsman pays respect to First Nation custodians of Country throughout Victoria. This respect is extended to their Elders past, present and emerging. We acknowledge their sovereignty was never ceded.",[261,262,263],{"__ref":231},{"__ref":249},{"__ref":264},"pages_default_Entry:126",[266,268,270,272,274,276],{"__ref":267},"pages_default_Entry:171",{"__ref":269},"pages_default_Entry:177",{"__ref":271},"pages_default_Entry:183",{"__ref":273},"pages_default_Entry:180",{"__ref":275},"pages_default_Entry:16316",{"__ref":277},"pages_default_Entry:174",[279,281,283,285,287],{"__ref":280},"footerSocialLinks_BlockType:3788",{"__ref":282},"footerSocialLinks_BlockType:3789",{"__ref":284},"footerSocialLinks_BlockType:3790",{"__ref":286},"footerSocialLinks_BlockType:56274",{"__ref":288},"footerSocialLinks_BlockType:56275",[290],{"__ref":291},"pages_default_Entry:53468",[],["null","__typename",37,"title",294,"href",295,"introduction",296,"showAnchorLinks",297,"breadcrumbs",298,"mastheadImage",304,"pageType",305,"download",306,"downloadEasyEnglish",308,"body",296,"relatedPages",309,"additionalContent",310],"Accordion TEST","/accordion-test/",null,true,[299,303],["null","__typename",300,"title",301,"href",302],"Breadcrumb","Home","/",["null","__typename",300,"title",294,"href",295],[],"default",["null","__typename",307,"url",296,"element",296],"linkField_Link",["null","__typename",307,"url",296,"element",296],[],[311,313,315,317,319,321,323,325],{"__ref":312},"additionalContent_accordion_BlockType:53588",{"__ref":314},"additionalContent_accordion_BlockType:53590",{"__ref":316},"additionalContent_accordion_BlockType:53766",{"__ref":318},"additionalContent_richContent_BlockType:53773",{"__ref":320},"additionalContent_accordion_BlockType:54070",{"__ref":322},"additionalContent_richContent_BlockType:54071",{"__ref":324},"additionalContent_accordion_BlockType:54072",{"__ref":326},"additionalContent_richContent_BlockType:54078",["null","__typename",37,"title",294,"uri",328,"seo",329,"slug",328,"url",334,"sectionHandle",335,"sourceId",336,"id",336],"accordion-test",["null","__typename",330,"title",331,"description",296,"keywords",296,"social",332,"noindex",6,"nofollow",6],"SEO","Accordion TEST | Victorian Ombudsman",["null","__typename",333,"title",331,"description",296,"image",296],"Social","https://preview.ombudsman.vic.gov.au/accordion-test/","pages",53468,["null","__typename",338,"id",339,"heading",340,"panels",341],"additionalContent_accordion_BlockType","53588","Stage One: Prevent",[342],["null","__typename",343,"panelTitle",344,"panelContent",345],"panels_BlockType","Aim to prevent complex behaviour becoming a problem","\u003Cp>\u003Cem>[Organisation name] \u003C/em>aims to prevent complex behaviour becoming a problem, where possible, by practicing good complaint handling. Our \u003Cem>[name your organisation’s complaint handling or service delivery policy] \u003C/em>explains how we respond to complaints.\u003Cbr />\u003C/p>",["null","__typename",338,"id",347,"heading",348,"panels",349],"53590","Stage Two: Respond",[350,353,356],["null","__typename",343,"panelTitle",351,"panelContent",352],"Defusing emotional behaviour","\u003Cp>Officers will respond to angry or emotional behaviour in the first instance by attempting to defuse the situation. This involves the following sequence of actions:\u003C/p>\u003Cul>\u003Cli>Taking \u003Cu>control\u003C/u> of their own response. At times officers may need to take a break so they can collect themselves. If this is not possible and the matter is not urgent, officers can arrange to speak with the person again at another time. \u003C/li>\u003Cli>Giving the person reasonable time to express themselves and \u003Cu>acknowledging\u003C/u> what they are saying and how they feel.\u003C/li>\u003Cli>When the person’s feelings are under control enough to speak about the complaint, \u003Cu>refocusing\u003C/u> the discussion onto the complaint.\u003C/li>\u003Cli>\u003Cu>Problem solving\u003C/u> using good complaint handling techniques. \u003C/li>\u003C/ul>",["null","__typename",343,"panelTitle",354,"panelContent",355],"Behaviour associated with a possible disability","\u003Cp>Where complex behaviour may be a symptom of manifestation of a disability, officers need to consider \u003Cem>[organisation name’s]\u003C/em> obligations under the \u003Cem>Equal Opportunity Act 2010 \u003C/em>(Vic). \u003Cem>[Name your organisation’s equal opportunity policy or accessibility action plan]\u003C/em> provides advice about avoiding discrimination and making reasonable adjustments so people can access our services. \u003C/p>\u003Cp>Officers can consult \u003Cem>[name an appropriate officer in your organisation eg your organisation’s equal opportunity representative or legal counsel] \u003C/em>where:\u003C/p>\u003Cul>\u003Cli>they are unsure about whether or how to make reasonable adjustments\u003C/li>\u003Cli>they believe discrimination may be justified because the person’s behaviour is a risk to health, safety or property\u003Cem>.\u003C/em>\u003C/li>\u003C/ul>",["null","__typename",343,"panelTitle",357,"panelContent",358],"Responding to threats of suicide","\u003Cp>\u003Cem>[Organisation name]\u003C/em> does not expect officers to provide crisis support or counselling to people who talk about suicide. Our role is to check if the person is serious and connect them with people or services that can help. \u003C/p>\u003Cp>If a person makes statements about harming themselves, officers will:\u003C/p>\u003Col>\u003Cli>Ask the person clearly and directly if they are thinking about suicide. \u003Cbr />\u003Cbr />\u003C/li>\u003Cli>Explain that they are concerned and want to make sure the person is safe.\u003Cbr />\u003Cbr />\u003C/li>\u003Cli>Alert a manager, who will decide what action to take.\u003Cbr />\u003Cbr />\u003C/li>\u003C/ol>\u003Cp>If the person’s safety is at risk or they need immediate help, the manager will contact Victoria Police on 000. \u003Cem>[If your organisation has specific secrecy or privacy obligations that limit your ability to provide information to the police, explain how these should be handled]\u003C/em>\u003C/p>\u003Cp>\u003Cbr />In other cases, the manager will consider whether to:\u003C/p>\u003Cul>\u003Cli>encourage the person to speak with someone they trust, or\u003C/li>\u003Cli>offer information about contacting Lifeline (13 11 14), the Suicide Call Back Service (1300 659 467), SuicideLine Victoria (1300 651 251) or Kids Helpline (1800 55 1800).\u003C/li>\u003C/ul>\u003Cp>Managers will check on the welfare of affected officers following a threat of suicide and ensure appropriate support is available. \u003C/p>",["null","__typename",338,"id",360,"heading",361,"panels",362],"53766","Stage Three: Manage",[363,366,369,372,375,378],["null","__typename",343,"panelTitle",364,"panelContent",365],"Strategies for managing the behaviour","\u003Cp>If a person’s behaviour is or becomes unreasonable, officers can apply appropriate and proportionate strategies for managing the behaviour. The strategies will depend on the behaviour type of involved:\u003C/p>",["null","__typename",343,"panelTitle",367,"panelContent",368],"Behaviour: Unreasonable persistence","\u003Cul>\u003Cli>bombarding officers with calls or visits that are not warranted\u003C/li>\u003Cli>contacting different officers seeking a different answer\u003C/li>\u003Cli>reframing an old complaint so it looks like there are new issues\u003C/li>\u003Cli>refusing to accept a decision after we have investigated the complaint, provided a decision and reasons, answered questions and provided review options\u003C/li>\u003Cli>questioning the skills or competence of the complaint handler\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>Strategy\u003C/strong>\u003C/p>\u003Cp>Saying no eg\u003C/p>\u003Cul>\u003Cli>asking the person to stop calling or visiting\u003C/li>\u003Cli>setting time limits for discussions\u003C/li>\u003Cli>transferring the person back to the original complaint handler or their manager\u003C/li>\u003Cli>declining to consider new issues that are not supported by information or evidence\u003C/li>\u003C/ul>",["null","__typename",343,"panelTitle",370,"panelContent",371],"Behaviour: Unreasonable demands","\u003Cul>\u003Cli>insisting on an immediate response or priority that is not warranted\u003C/li>\u003Cli> insisting on a response to every point, no matter how minor\u003C/li>\u003Cli>demanding information they are not entitled to\u003C/li>\u003Cli>insisting that the head of the organisation handle the complaint when that is not warranted\u003C/li>\u003Cli>instructing officers how to investigate the complaint\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>Strategy - setting limits\u003C/strong>\u003C/p>\u003Cul>\u003Cli>explaining how you will be dealing with the complaint\u003C/li>\u003Cli>explaining that you will not meet the demand and why\u003C/li>\u003Cli>‘reality checking’ ie explaining that we deal with many complaints and need to decide when and how they are handled\u003C/li>\u003C/ul>",["null","__typename",343,"panelTitle",373,"panelContent",374],"Behaviour: Unreasonable lack of cooperation","\u003Cul>\u003Cli>sending voluminous amounts of information\u003C/li>\u003Cli>providing little or no information\u003C/li>\u003Cli>presenting information in ‘dribs and drabs’\u003C/li>\u003Cli>refusing to comply with reasonable requests for information\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>Strategy - Setting conditions to motivate action \u003C/strong>\u003C/p>\u003Cul>\u003Cli>asking the person to take action (eg providing certain information) before you will consider the complaint further\u003C/li>\u003C/ul>",["null","__typename",343,"panelTitle",376,"panelContent",377],"Behaviour: Unreasonable arguments","\u003Cul>\u003Cli>insisting on the importance of minor issues\u003C/li>\u003Cli>making unsubstantiated allegations eg bias or corruption\u003C/li>\u003Cli>insisting on ‘cause and effect’ without evidence\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>Strategy - Declining or discontinuing involvement \u003C/strong>\u003C/p>\u003Cul>\u003Cli>requiring evidence before taking a complaint further\u003C/li>\u003Cli>not investigating issues where there is no practical outcome\u003C/li>\u003C/ul>",["null","__typename",343,"panelTitle",379,"panelContent",380],"Behaviour: Unreasonable behaviour","\u003Cul>\u003Cli>verbal abuse, aggressive behaviour, harassment or threats\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>Strategy - Setting limits and conditions \u003C/strong>\u003C/p>\u003Cul>\u003Cli>naming the behaviour and asking the person to stop \u003C/li>\u003Cli>providing a warning\u003C/li>\u003C/ul>",["null","__typename",382,"id",383,"richContent",384],"additionalContent_richContent_BlockType","53773","\u003Cp>Officers can refer to the New South Wales Ombudsman’s \u003Cem>Unreasonable Conduct by Complainants Practice Manual\u003C/em> for more information about these categories and ideas about management strategies. \u003C/p>",["null","__typename",338,"id",386,"heading",387,"panels",388],"54070","Stage Four: Limiting access – a last resort",[],["null","__typename",382,"id",390,"richContent",391],"54071","\u003Cp>\u003Cem>[Organisation name]\u003C/em> can consider limiting access to our services if other strategies have not worked and the person continues to engage in unreasonable behaviour. \u003C/p>\u003Cp>Depending on the type of behaviour, we may consider limiting:\u003C/p>",["null","__typename",338,"id",393,"heading",296,"panels",394],"54072",[395,398,401,404,407],["null","__typename",343,"panelTitle",396,"panelContent",397],"Who","\u003Cp>who the person can contact eg limiting contact to a named officer\u003C/p>",["null","__typename",343,"panelTitle",399,"panelContent",400],"What","\u003Cp>what issues we will respond to eg not responding to issues that have already been the subject of an assessment and explanation, unless the person raises new issues that warrant attention\u003C/p>",["null","__typename",343,"panelTitle",402,"panelContent",403],"When","\u003Cp>when a person can have contact\u003C/p>",["null","__typename",343,"panelTitle",405,"panelContent",406],"Where","\u003Cp>where the person can contact us eg limiting locations for face to face meetings to secure areas\u003C/p>",["null","__typename",343,"panelTitle",408,"panelContent",409],"How","\u003Cp>how the person can contact us eg confining contact to writing where the person has been verbally abusive.\u003C/p>",["null","__typename",382,"id",411,"richContent",412],"54078","\u003Cp>\u003Cem>Deciding to limit access\u003C/em>\u003C/p>\u003Cp>Decisions about limiting access to services will only be made by [name a senior officer with authority to make these decisions. This will usually be the head of your organisation or a senior delegate]. \u003C/p>\u003Cp>In most cases, [name of the senior officer] will warn the person of the action we propose to take and give the person an opportunity to stop. \u003C/p>\u003Cp>Before approving any limits, [name of the senior officer] must be satisfied that:\u003C/p>",1764112624414]