Ombudsman Offices and Complaint Forums in Austria: Where to Turn

If you believe that a public authority, insurer, bank or employer has violated your rights, Austria has several independent and state complaint forums that may be able to help. These bodies are generally known as ombudsman offices and advocacy services (Ombudsstellen und Anwaltschaften).

They receive complaints, provide information and, in many cases, mediate between the person affected and the institution. Most do not issue binding decisions; instead, they investigate, clarify the situation or look for a solution.

What can an ombudsman do?

Ombudsman offices can review complaints and explain your options. However, their powers are limited. For example, the ombudsman office of the Federal Ministry of Agriculture and Climate Action (Ombudsstelle des BMLUK) cannot influence ongoing proceedings, legally binding decisions (rechtsgültige Bescheide) or changes to applicable laws.

Complaints about public authorities: Volksanwaltschaft

The Volksanwaltschaft monitors public administration and protects the application of human rights. It examines federal, provincial and municipal authorities and offices. You can contact it if you believe that an authority has not acted according to the law.

• Address: Singerstraße 17, 1015 Wien
• Free telephone number: +43 800 223 223, on working days from 8:00 to 16:00
• Email: contact details are available through the official Volksanwaltschaft service

Tirol and Vorarlberg also have their own provincial ombudsman (Landesvolksanwalt).

Problems involving courts

The Justiz-Ombudsstelle can help with practical problems involving the courts. These offices consist of experienced, independent judges and provide information about court proceedings. There are four offices, in Vienna, Graz, Linz and Innsbruck.

Discrimination and equal treatment

The Gleichbehandlungsanwaltschaft (GAW) is a state body that provides free advice in cases of discrimination or sexual harassment. Examples include harassment at work, racist behaviour and disadvantage based on sex, age, religion, parenthood, care responsibilities or LGBTQIA+ identity.

The GAW is responsible for matters connected with federal legislation. For matters governed by provincial law, contact the provincial anti-discrimination offices.

• GAW: for people who have experienced discrimination. Telephone: 0800 206 119, Monday and Thursday 9:00–15:00, Friday 9:00–12:00.
• Behindertenanwältin: for people with disabilities. Telephone: 0800 80 80 16, Monday and Friday 9:00–12:00.

The GAW has regional offices in Vienna, Klagenfurt, Linz, Graz and Innsbruck.

Healthcare, employment and social insurance

• Patienten- und Pflegeanwaltschaft: the provinces operate independent patient and care advocacy services. They help with all areas of healthcare and care. Vienna also has a free care hotline: +43 800 20 31 31.
• AMS.help ombudsman offices: the employment service (Arbeitsmarktservice, AMS) accepts questions and feedback in every province.
• Social insurance ombudsman offices: the ÖGK, PV, SVS, BVAEB and AUVA each operate a complaint forum for problems raised by insured people.

Financial and consumer complaints

• Bankenschlichtung: the joint banking conciliation forum handles complaints against banks, investment companies and payment institutions.
• Ombudsstelle für Zahlungsprobleme bei Krediten: helps if you cannot pay your loan instalments and the bank is unwilling to reach an agreement.
• Schlichtung für Verbrauchergeschäfte: handles consumer disputes through a free and voluntary procedure.
• Internet Ombudsstelle: handles complaints about online purchases free of charge.
• Steuerombudsmann (BMF): handles tax matters.

For consumer conciliation, both parties must agree before a legally valid result can be reached.

Children, education and other areas

Children and young people

The Kinder- und Jugendanwaltschaft is independent of instructions in every province. Children, young people and adults can use the service free of charge. Anonymous assistance is available on request.

Schools and higher education

For school-related problems, contact the Ombudsstelle für Schulen on the free telephone number +43 800 311 305.

For higher education matters, the Ombudsstelle für Studierende can help on the free telephone number +43 800 311 650, Monday and Friday from 9:00 to 16:00. This service is also available to international students.

Reporting violations of EU law at work

Violations of EU law experienced at work can be reported to the Externe Meldestellen. Whistleblowers (Hinweisgeber) receive special protection for their identity and against adverse treatment. An appointment is required for an in-person report.

Frequently asked questions

Does it cost money to contact an ombudsman?

Several services are explicitly free, including advice from the GAW, the Kinder- und Jugendanwaltschaft, the Internet Ombudsstelle and consumer conciliation.

Can an ombudsman change a legally binding decision?

The Ombudsstelle des BMLUK cannot influence legally binding decisions or ongoing proceedings.

Where can I complain about an EU institution?

You can contact the European Ombudsman (Europäische Ombudsstelle), which deals with maladministration by EU bodies and institutions.

Can I ask for help anonymously?

The Kinder- und Jugendanwaltschaft can provide anonymous assistance on request. Whistleblowers using the Externe Meldestellen are protected in relation to their identity.

Practical steps before making a complaint

1. Identify the organisation involved: a public authority, court, employer, insurer, bank, school or another institution.
2. Choose the specialist complaint forum that matches your issue, such as the Volksanwaltschaft, GAW, Patienten- und Pflegeanwaltschaft or Bankenschlichtung.
3. Collect relevant documents, decisions, correspondence and dates before contacting the office.
4. Check whether the service is free and whether it has specific opening hours or requires an appointment.
5. Explain clearly what happened, which organisation was involved and what outcome you are seeking.
6. Remember that most ombudsman offices cannot replace a court, overturn legally binding decisions or intervene in ongoing proceedings.

This article is based on information available online and does not constitute professional advice. If you need specialist advice, contact a lawyer, legal professional, healthcare professional, employment or labour-law specialist, or another relevant professional.

Source: oesterreich.gv.at