The complaints process

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When you send in your complaint

You'll receive acknowledgment of receipt and be kept informed throughout the complaint handling process.

When your complaint is received the Ombudsman will decide whether it can be investigated. 

If if can't be, you will be told why and directed to other options or agencies who can help.

The Ombudsman can resolve many complaints by talking to you and the agency you have made a complaint about. If they can resolve your complaint, an investigation may not be necessary. 

If your complaint is investigated, the Ombudsman will find out all the relevant information needed to consider your complaint.

After the investigation

After investigating a complaint the Ombudsman can form an opinion on whether the agency acted unreasonably or unfairly.

If they think the agency acted reasonably and fairly, you’ll have an opportunity to comment.

If they think the agency acted unreasonably or unfairly, they can recommend a solution.

The Ombudsman may publish information about the outcome of a complaint, if it's important for other people to know about. Your privacy will be protected where necessary. 

How the Ombudsman works

How to make a complaint

Tips for resolving a complaint with a government agency

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