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Recommendation 19: Supporting transparency and developing learning tools

The recommendation

Ambulance Victoria should:

  1. regularly create and publish de-identified case studies of the outcomes of reports and complaints, to create better understanding among the workforce of the steps it takes to address unlawful and harmful workplace conduct and as learning tools to educate all employees and first responders on acceptable standards of behaviour
  2. regularly publish information about the performance and complaint system against the benchmarks recommended (see Recommendation 20) to the workforce and public.

What we are doing

  • Regularly create and publish de-identified case studies of the outcomes of reports and complaints
  • Regularly publish de-identified performance data on the report and complaints model against agreed benchmarks (R20)

Where we are up to


  • Ambulance Victoria has been researching leading qualitative and quantitative measures so we can assess whether the Professional Standards & Behaviours Department is responding effectively to complaints and be transparent about what we learn. As part of this research, we sought and received expert advice from the Victorian Equal Opportunity & Human Rights Commission on leading qualitative measures and have researched how leading practice organisations are supporting transparency and rebuilding trust by reporting publicly on complaint data. Once settled, we intend to share these measures publicly, including with the workforce, and plan to report annually against the measures in our Your AV Impact Report. As part of this process, careful consideration is being given to the identification, development and publication of de-identified case studies of the outcomes of complaints, to support better understanding among the workforce of steps the organisation is taking to address harmful conduct.


  • AV has begun identifying and preparing de-identified case studies, to promote transparency around complaint outcomes and continued learning in relation to acceptable and unacceptable workplace behaviour.
  • AV has begun developing a procedure that details how we will identify and share case studies, while also safeguarding the privacy and confidentiality of people affected by individual reports or complaints.


Q1 FY 24

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