CHAPTER 6problem areas in government decision making

Introduction

The problems that people encounter in dealing with government are sometimes unique, but at other times there are common themes. This chapter takes up a few problem areas that were identified in the course of complaint handling and investigation in 2004–05. There are other perennial problems taken up in last year's report that have not been highlighted this year. Two that arise frequently in Ombudsman reports are record keeping, and the accuracy or quality of agency advice, especially oral advice.