Our responsibilities

Our role is to help resolve complaints, which we can do in many different ways. Our service is free and we are independent.

The Office the Commonwealth Ombudsman (the Office) does not make a fresh decision, rather we consider the way a decision was made and make recommendations on how the decision or process could be improved.

It is often in the best interests of the complainant to contact the agency, provider or organisation in question first, before contacting the Office. They are often able to address your complaint in a timely manner, and this also gives them an opportunity to review their decision, or make a decision if one has not already been made.

The Ombudsman is the oversight body for your complaint. We can assist to resolve your complaint by investigating the process if the agency, provider or organisation does not change their decision or offer a better explanation of the decision.

We can help you to make a complaint to the agency, provider or organisation the complaint is about.

In each case, we will advise you that you can come back to us with your complaint if you are not satisfied with the result.

We also receive complaints we do not have the power to assist with. In these instances we will refer you to the right complaint-handling body to hear your complaint.