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What if you have to make a Complaint to the Ombudsman?

Complaint to ombudsman

Who can complain?

Any member of the public (or their representative, such as an MP or welfare officer, a family member, or your solicitor or accountant) can make a complaint to the Ombudsman, as can companies, organisations and associations

What should be in a written complaint?

A written complaint should include details of the complaint such as:

  • Copies of any correspondence with the government official or company you have been dealing with
  • Any other relevant documents
  • What is your complaint?
  • What are the facts of the dispute?
  • What would be your preferred solution to the problem?

What can the Ombudsman investigate?

The Ombudsman has the power to investigate such things as:

  • An agency’s administrative actions in their dealings with you
  • An agency’s decisions or recommendations
  • If they have refused to make a decision or recommendation or have not made a decision
  • If they have failed to give any reasons for acting in that way
  • If there are delays in making a decision

The Ombudsman can act on their own initiative, without having to receive a complaint from you or any other party.

What can’t the Ombudsman investigate?

The Ombudsman cannot investigate:

  • The actions of a government minister
  • The actions of a judge, magistrate, or coroner
  • Disputes about employment between the government and its employees (unless there are special circumstances

Certain actions of government authorities that are specifically excluded in schedules to the Federal and NSW Ombudsman Acts

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