26 September 2023

Ombudsman’s factsheet shows how to complain

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A new factsheet to help Victorians make effective complaints about Government Agencies, education providers, health insurers and postal operators has been released by the Commonwealth Ombudsman’s Office.

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

“This is because the organisation can solve your problem,” the Ombudsman’s 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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