In this chapter
	Introduction
	Helping to resolve complaints in a systematic fashion
	Handling complaints from members of parliament
	Bridging the information gap
	Providing reasons
	Providing an independent assessment
	Facilitating compensation for financial loss
	Oversighting agency investigations

References

Compliance index

Contacts

CHAPTER 6 | how the Ombudsman helped people

Bridging the information gap

Many complaints and inquiries to the Ombudsman's office stem from the confusion or misunderstanding that people have about a particular decision or government program that affects them. In many instances a person will be satisfied with an explanation for a decision or program, without wanting to take the issue further. It is easier to accept an adverse result if it is known why it happened.

The Ombudsman's office plays an important role in providing this explanation to people. Being one step removed from a dispute, we are frequently able to explain things differently and in a way that a complainant can understand and accept. The experience we have accumulated in dealing with similar questions raised by other complainants can be valuable. Over time, the office develops some insight on common areas of confusion and misunderstanding that people experience in their dealings with government. The Explanation case study provides an example.

CASE STUDY

explanation

Mrs A had purchased some land and complained to the Ombudsman about the delayed development of the site, which was subject to an environmental investigation by an Australian Government agency. Mrs A had raised her concerns with a number of people, including the developer and her local MP, but could not get a clear explanation of what was happening.

Following some quick inquiries, we were able to explain to Mrs A the process used by the agency to conduct an environmental impact study of the site and advised that this could often be a lengthy process. Mrs A thanked us for the advice and decided that she would pursue the matter again with the developer.

The Ombudsman's office can also play a role in stimulating a more systemic change to the way that agencies provide advice and information to the public. From the experience of handling individual complaints, we can often point to aspects of an agency's letters, pamphlets and other communication material that is in need of revision and better explanation, as in the Revised forms case study.

CASE STUDY

revised forms

Ms H contacted our office claiming that an Australian Customs Service assessment form was ambiguous, particularly relating to the question of who was responsible for advising Australia Post to hold on to an item where the duty was not paid as a result of a dispute.

Following our inquiry, Customs acknowledged Ms H's concern. To reduce the possibility of a similar problem arising, Customs decided to revise the form to clarify where the responsibility lay, and to provide more specific information about the responsibility for payment of duty where an assessment form is queried.

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	Contents Chapter 6 \| How the Ombudsman helped people Bridging the information gap