26 September 2023

Ombudsman issues a new factsheet

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The Office of the Commonwealth Ombudsman has released a factsheet to help Australians make effective complaints about organisations including Government Agencies, education providers, health insurers and postal operators.

Unveiling its How to make an effective complaint factsheet, the Ombudsman’s Office said it often asked complainants to complete an organisation’s internal complaints process before the Ombudsman considers the complaint.

“This is because the organisation can solve your problem,” the Office said.

“Having us investigate can add time to the process, so it can take longer for you to get an outcome,” it said.

“Complaining directly also means the organisation hears your concerns and can use your feedback to improve its service.”

The Office said people may be able to get their complaint resolved faster by using the principles in the new factsheet.

It said the factsheet outlined what an effective complaint was, how to make one, and provided tips for lodging complaints.

“An effective complaint clearly explains the problem, provides relevant information and evidence, and identifies what you would like to happen,” the Ombudsman’s Office said.

“By taking care with the information you provide, you can make your point of view and request for action easy to understand,” it said.

It said the factsheet also included a template for writing a complaint letter, information on what to do after lodging a complaint, and when to contact the Ombudsman’s Office.

The Office’s three-page factsheet can be accessed at this PS News link.

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