How we deal with your complaint

How we deal with your complaint

Step 1: Processing your complaint

After you submit your complaint, the Ombudsman determines whether the matter can be investigated.  If it is not suitable for investigation, we shall let you know quickly, explaining why it was not accepted.

If your complaint qualifies for investigation, the Ombudsman assigns a Commissioner or an Investigating Officer to handle the matter.  They will:

• review all available information;
  
  
• possibly gather more evidence or information, which might involve speaking with you and/or officials from the involved institution; and
  
  
• seek expert advice, when required, to better assess complex aspects of your complaint.

Step 2: The Investigation

Not all complaints require a formal investigation.  Often, we come to a solution through direct dialogue and mediation with the public organisation concerned.

If a formal investigation is necessary, the Ombudsman will request the institution to provide its response and any relevant documents by a set deadline.  Under the Ombudsman Act 1995, the institution must supply all necessary information.  Failure to do so may result in penalties.

Step 3: The Final Opinion

After investigating all relevant matters, the Ombudsman writes a Final Opinion on the complaint, which could range from fully supporting the complaint to finding that the institution acted appropriately.  The Final Opinion will outline the findings, the reasoning behind the decision, and any recommendations.  The report is then sent to all parties involved.

Step 4: Helping to redress the situation

If the institution needs to make amends, the Ombudsman will oversee the process.  After issuing the Final Opinion, we ask the institution to outline how they will act on our recommendations within a reasonable timeframe.

While the Ombudsman does not have the executive power to enforce recommendations, it is a verifiable fact that, generally, about 80% are implemented and acted upon quickly by the public service.

If an institution does not follow through, the Ombudsman can escalate the issue by informing the Minister and the complainant.  Persistent non-compliance might lead the Ombudsman to report the matter first to the Prime Minister or to the House of Representatives if the Prime Minister does not comply.  In case the matter is brought to the attention of the House of Representatives, it becomes public.  When the report is made public, the personal details of the complainant are anonymised.

This structured approach ensures that each complaint is dealt with fairly and thoroughly.

Our complaint process

1. Check if we can investigate

Use our online complaint checker to see if we can look into your grievance. This quick tool helps you understand if your issue falls within our remit.

Go to complaint checker

2. Submit Your Complaint

If eligible, you can submit your complaint through our online form, by email, or by visiting our office. Make sure to include all relevant details and documents.

Go to complaint form

3. We Review and Investigate

Once received, we will assess your complaint and begin an investigation if it meets our criteria. We handle all cases independently and impartially.

Learn about the process

4. Receive our Conclusions

Once received, we will assess your complaint and begin an investigation if it meets our criteria. We handle all cases independently and impartially.

Learn how we deal with your complaint