How to make a complaint

How to make a complaint

Most agencies have internal complaint handling procedures. As a general rule, the Ombudsman does not investigate complaints about an agency unless they have first been raised with that agency, providing them with the opportunity to address your concerns - see Resolving the issue yourself for tips and advice that might assist you in approaching the agency with your complaint.

You can also download our brochure: Making a complaint to the ACT Ombudsman or visit our Frequently asked questions page for more information.

Information you need to provide

  1. Your contact details (name, phone number, email, address). You can also make an anonymous complaint or a complaint on behalf of another person. For more information, please see our frequently asked questions page
  2. The name of the agency or Directorate you are complaining about
  3. A summary of your compliant including dates of events and contact with the agency, names of people involved and anything else you think might be helpful to us - see 'How to write your complaint' below for more information
  4. Any reference numbers your complaint was allocated in your dealings with the agency
  5. Copies of any relevant correspondence or paperwork you may have concerning your complaint

How to write your complaint

Keep it simple and stick to the facts. Be as specific as possible  about dates, names and other important details. There should be enough  information for the Ombudsman to understand the circumstances of your  complaint and decide how to deal with it. When writing your complaint,  think about:

  • What happened?
  • Where did the events take place?
  • When (time and date)?
  • Who was involved? Have you provided names and contact details if you have them?
  • Were there any witnesses to these events? Have you included their details?
  • Do you have any medical evidence, photographs or documents  which may be relevant? If so, you may want to supply copies with your  complaint.
  • Have you taken any action already in relation to your complaint? What happened?
  • What action or outcome would you like to see as a result of your complaint?

  • You can make a complaint via our online complaint form. Other options for engaging with our office are available on the Contact us page.