Local government ombudsman complaints process The Ombudsman has issued a Complaint Handling Code which sets out advice and guidance for councils on how to handle complaints. Visit Local Government and Social Care Ombudsman website, call 0300 061 0614 or text ‘call back’ to 07624 811595. Telephone: 0300 061 0614 Website: www. We also receive many queries a local government’s website to outline how a local government manages complaints from the public. This is an independent national service that investigates complaints against councils. lgo. Web: www. If you filed your complaint directly with the agency and your issue still has not been resolved, contact an elected representative. You may want to complain to the LGSCO because of a failure in the service or in the way your complaint was dealt with, these may include: Delay Complaints process We will contact you as soon as we can within 10 working days (or 3 working days for children and young people) of receiving your complaint to talk to you about it. This includes complaints against children’s services. Note: Usually the Ombudsman can resolve complaints without using their formal powers to make a report and recommendations. Complain to the council service provider. If you have been through both stages of our formal corporate complaint’s procedure, or we have referred you after Stage one and you are still unhappy, you can ask the LGSCO to review your complaint. The Ombudsman expects you to have given the Council a chance to deal with your complaint, before you contact Apr 7, 2025 · If you’re unhappy with the way that we have handled your stage 1 and stage 2 complaints, you can contact the Local Government Ombudsman. Telephone: 0300 061 0614 (Mon-Fri 8. We can't help with complaints against communications, NBN, finance and banks, or consumer complaints against businesses. org. The Ombudsman may decide not to investigate unless you’ve tried to do this first. Common complaints include: Failure to respond appropriately to allegations of unlawful activity, non-compliance with development consent conditions, or other enforcement type matters; inconsistent application of policy; unreasonable complaint handling action or inaction The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. The Ombudsman may decide to investigate your complaint, or will provide you with reasons why they will not. 10. Inspection, voluntary organisations, the Local Government Ombudsman, the Local Government Association and the Association of Directors of Social Services. How the Ombudsman works; How to make a complaint; Tips for resolving a complaint with a government agency; The complaints process; Complain for someone else; Requests for official information; Children in care; Serious wrongdoing at work (whistleblowing) Monitoring places (From the Local Government & Social Care Ombudsman’s Complaint Handling Code February 2024). Many of them have a complaints process. When assessing what is a complaint, we look at: the tone of the correspondence; whether the customer has said they want to make a complaint The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We also receive many queries •complaints about services funded by local authorities such as care homes. The Ombudsman investigates complaints in a fair and independent way and does not take sides. How the Ombudsman works; How to make a complaint; Tips for resolving a complaint with a government agency; The complaints process; Complain for someone else; Requests for official information. If you do not have an account and would like to check whether the Ombudsman can consider your complaint, please register. If your complaint concerns housing management (tenant or lessee services), you should contact the Housing Ombudsman. 2 The Ombudsman will also send a copy of the report or recommendations to the relevant Minister, or to the relevant mayor or chairperson if your complaint was about a local government organisation. We handle complaints against government agencies, seek resolution and carry out investigations and inspections. The Local Government Ombudsman deals with these complaints. The Local Government and Social Care Ombudsman considers complaints about local authorities’ wider housing activities, for example in discharging their statutory duties in homelessness. Complaining to the agency involved; What to expect if you make a complaint reflect the contemporary realities of local government. Find out what their complaints process is and follow the steps. au Call: (07) 3005 7000 Speak & Listen: 1300 555 727 Interpreter: 131 450 Complaints to the Local Government and Social Care Ombudsman (LGSCO) The LGSCO looks at whether there is a fault in the way a Council makes a decision. Definition of a service request and complaint 2. The Ombudsman will usually only consider your complaint following the Chief Executive’s review at stage 2 or (if we have not fully replied to your written complaint) within 12 weeks. What is “maladministration”? 10. uk MLO--A managing local ombudsman. uk The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. You can contact the Local Government Ombudsman at: Local Government Ombudsman Advice Team PO Box 4771 Coventry CV4 0EH. More information on how to register a new complaint and what to do if you cannot use our online form. Exclusions 3. For example: Centrelink and Australian Tax Office (ATO) complaints; complaints regarding electricity, gas, water and phone companies The Local Government and Social Care Ombudsman The Code is issued under the Local Government and Social Care Ombudsman’s powers to provide “guidance about good administrative practice” to organisations under section 23(12A) of the Local Government Act 1974. At this stage, councils aim to respond to complaints quickly, where possible. Local Government Act 2000 – Model Code of Conduct for Members and Co-opted Members with voting rights. If you remain dissatisfied with the response from the Council after your complaint has been considered at all three stages of our standard complaints process, we recommend that you contact the Local Government Ombudsman who adjudicates on the effectiveness of local authority complaints: Feb 1, 2024 · The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. The report notes that one of the key areas of focus last year (1 April 2021 – 31 March 2022), was on improving waiting times at the early part of its investigation The NSW Ombudsman manages complaints relating to unfair treatment by NSW Government agencies, local councils, or NSW Government funded community service providers. Below you will find the step-by-step process we take to assess complaints. Dec 15, 2022 · The Local Government and Social Care Ombudsman has published its ‘Annual Report and Accounts 2021-22’, which highlights improvements for complainants and local service users. Corporate complaints policy. The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. What we can investigate; Other complaint handling organisations; Complaints process. Feb 10, 2025 · Part 9: Putting things right and learning from complaints; The Local Government and Social Care Ombudsman, Amerdeep Somal, said: “Good, effective systems that allow people with care needs and their families to raise concerns and challenge decisions are at the heart of enabling people to live independently and with dignity while also promoting Complaints About: Complaints About: Complaints About: Complaints about public service providers in Wales; Complaints about the conduct of local councillors; Complaints about independent care providers; Complaints about Nosocomial COVID-19 when complaints might be referred to the Local Government Inspectorate, the Victorian Ombudsman or IBAC. Oct 17, 2023 · If someone remains unhappy after completing the local authority complaints process, either under the statutory procedure or the council’s own procedure, they can complain to the Local Government and Social Care Ombudsman. in 2012, ‘Making Things Better’ considered whether the existing complaints process should be updated to meet the needs of service users. 7160), the Revised Penal Code, and various issuances by the Department of the Interior and Local Government (DILG). Social Care Ombudsman. to try to resolve the issue with the government agency itself. The Department of Health's . See list of complaints we can handle. Aug 15, 2024 · To file a complaint against a state or local agency, find its contact information on its website. Jul 11, 2024 · Before you complain to the Ombudsman you must complete the LSRA complaints process. We investigate complaints in a fair and independent way - we do not take sides. Our role and process For further information on what we do when we get a complaint about an elected member’s conduct, please read our Code of Conduct – Information for Members Factsheet . The Code falls under the powers of the Local Government and Social Care Ombudsman (LGSCO) under s23 (12A) of the Local Government Act 1974. 2. Answers to the common questions about making a complaint. Useful links Mar 1, 2023 · Making a complaint about a local council. That consultation overwhelmingly supported the need to transform the current social services complaints process. 6 . Our 2023/24 Corporate Complaints and Local Government and Social Care Ombudsman Annual Report for 2023/24 was presented to the meeting on 7 October 2024 Complaints to the Housing Ombudsman. You can find the contact information of the relevant complaint authority in your internal review outcome letter. ombudsman. Apr 2, 2025 · The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. Local government. uk). au Call: (07) 3005 7000 Speak & Listen: 1300 555 727 Interpreter: 131 450 •complaints about services funded by local authorities such as care homes. There are complaints we can’t help you with. For more see below. If, at the conclusion of that process, you are unhappy with the administrative actions of the LSRA you may make a complaint to the Ombudsman. The Ombudsman Mar 18, 2021 · The Local Government and Social Care Ombudsman has published a guide on handling complaints under the children's services statutory complaints process in order to help councils avoid the “pitfalls” seen in previous investigations. 3 Creating transparent processes and publicising how to complain. Mediation; Mediation is a voluntary process which you can use if you cannot reach an agreement with your local authority. The Ombudsman; Legislation and standard; Investigations. Making a complaint - step by step Most public services in Scotland follow a two-stage complaints procedure. There is no charge for this service, but the Local Government Ombudsman will usually only consider your complaint after you have given us the opportunity to resolve matters for you. 11 The Complaints Process - Complaint Stages 1 to 3 8 12 Local Government Ombudsman 13 13 Problem Solving and Resolution 14 14 Working with Other Procedures 14 15 Deferring (freezing) decisions 15 16 Complaints Concerning Allegations of Child Abuse 15 17 Complaints concerning other Agencies 15 2 Learning from complaints: Children’s tatutory Complaints rocess Children’s statutory complaints process Introduction We investigate more than 400 complaints a year about the way councils deliver children’s social care services, most involving the children’s statutory complaints procedure. If you wish to contact the Local Government Ombudsman his contact details are: PO 4771 Coventry CV4 0EH. They are open Monday to Friday, 8. The Local Government & Social Care Ombudsman Complaint Handling Code Introduction The Local Government and Social Care Ombudsman’s powers and approach Using the Code The Complaint Handling Code 1. In most cases external complaint authorities may decide not to investigate your complaint until you have received a final response from the agency through its complaints management process, including the outcome of the internal review. Councils must have written policies and procedures that support the complaints management process. When making your complaint, please include as much detail as possible, for example: the nature of the We take complaints about councils very seriously and are committed to providing fair and reasonable outcomes. If the agency does not have a complaints process, write a letter or an email to the head of the agency. If you are not satisfied with the council’s response, the Office of the Queensland Ombudsman or Queensland Human Rights You can make a complaint to the Local Government Ombudsman at any time during the process, however, they will usually only investigate a complaint that has completed our own process. Complaints about valuation of land. Tell them why you are unhappy. Once we have spoken to you we may need to do more investigation. gov. This service is independent of the Council and is the final stage of the complaints process. 1. Guidance on the common types of complaint we receive. If you have a complaint about a council service, try to resolve it with the council first. A customer service charter should provide: § The principles relating to the services provided by the council. Accessibility and awareness 4. Neglect-- Explore the legal definition of Ombudsman, their role in addressing citizen complaints, and how they safeguard rights in governance. Apr 20, 2018 · However, if you feel that a council has not provided a good standard of service, you can make a complaint. Investigations should be proportionate and pragmatic. The document, which is based on previous publications, runs through the steps authorities need to take to ensure complaints are properly identified, investigated and Feb 10, 2025 · Part 9: Putting things right and learning from complaints; The Local Government and Social Care Ombudsman, Amerdeep Somal, said: “Good, effective systems that allow people with care needs and their families to raise concerns and challenge decisions are at the heart of enabling people to live independently and with dignity while also promoting Complaints About: Complaints About: Complaints About: Complaints about public service providers in Wales; Complaints about the conduct of local councillors; Complaints about independent care providers; Complaints about Nosocomial COVID-19 when complaints might be referred to the Local Government Inspectorate, the Victorian Ombudsman or IBAC. Council transparency ensures accountability and creates public trust. How to make a complaint Follow our step-by-step process for making a complaint about a NSW Government agency that we oversight, a NSW local council or a NSW Government funded Complaints procedure for adult’s services ; Complaints procedure for corporate services ; If you are not happy with our response, you can discuss the next steps with our Complaints Team. For information about the objection process: Department of Environment, Land, Water and Planning. The WA Ombudsman requires the complainant to have given the public authority (local government) a chance to first address the complaint. Learn more now! We use cookies to improve security, personalize the user experience, enhance our marketing activities (including cooperating with our marketing partners) and for other business use. The Ombudsman's Complaint Handling Code sets out expectations in relation to complaint handling and the oversight of the If you have followed the organisations complaints process and you are not satisfied with the outcome, you have the right to complain to the LGSCO, who will do an independent review of the complaint. If this happens, we will let you know why. Instead, the moral The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. October 2020 The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. Apr 1, 2025 · The Local Government and Social Care Ombudsman is responsible for dealing with complaints about councils in England. § The procedures for dealing with complaints relating to services provided by the council. We report our complaints performance to the Council’s Governance, Audit, Risk Management and Standards Committee annually. Feb 1, 2024 · The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We can investigate complaints about Tasmanian government departments and government run businesses such as Metro Tasmania. How to make your complaint You can make a complaint to the Ombudsman by letter, The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. 2 Learning from complaints: Children’s tatutory Complaints rocess Children’s statutory complaints process Introduction We investigate more than 400 complaints a year about the way councils deliver children’s social care services, most involving the children’s statutory complaints procedure. Get more help with your complaint from elected officials. During their investigation, they will ask us questions about your complaint. Once we have completed our complaints process, if you remain dissatisfied you can contact the Local Government Ombudsman by writing to: Local Government This independent organisation investigates complaints against councils. Work collaboratively with complaint handling areas to ensure an accessible and responsive complaint handling system. What the Ombudsman can help with. Feb 5, 2025 · This is the final stage of the council’s corporate complaints process. Feb 6, 2025 · The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. If you have been through all stages of our complaints process, you can ask the Local Government and Social Care Ombudsman to consider your complaint. Mar 21, 2024 · Applicable Laws: The primary legal frameworks governing the conduct of barangay officials and the corresponding mechanisms for filing complaints include the Local Government Code of 1991 (Republic Act No. You can find details of the organisation’s complaints procedure on their website, or by contacting them directly. Local Government Victoria (LGV) is a division within the Department of Government Services. Investigations The Director of Local Government is responsible for administering the Local Government Act, 1993 (the Act), including formal investigations of non-compliance or offences Feb 8, 2024 · New closely aligned codes aimed at making good complaint handling easier for local authorities have been launched. We assess complaints on the information provided by you, your council, and our obligations under the Local Government Act 1993. . Complaints policy documents. If you have been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint. au Call: (07) 3005 7000 Speak & Listen: 1300 555 727 Interpreter: 131 450 We handle complaints about NSW government agencies, local councils and community services funded by the NSW government. This is because there are other special complaint processes you can use. § Any other information a local government The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. It is a free service. The Council has adopted the Local Government Ombudsman’s definition and the identified characteristics for unreasonable or unreasonably persistent complainants “For us, unreasonable and unreasonably persistent complainants are those complainants who, because of the nature or frequency of their contacts with an organisation, hinder the Local Government Ombudsman. Send your complaint to us. 2. Complaint handling resources 5. The WA Ombudsman is a State Government body that can receive and investigate complaints about local governments and other public authorities. uk Tel: 0300 061 0614 Post: Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH The Local Government and Social Care Ombudsman. 2 The LGSCO will not investigate most complaints until they have gone The Ombudsman helps people deal with central and local government in New Zealand. It is appointed by Parliament to investigate complaints of injustice made by individuals against local government bodies. How an agency responds to an Ombudsman investigation; Improvements; Community engagement; How to complain. Complaints about local authorities acting as landlords are dealt with by the Housing Ombudsman Service. In some situations, we may refer you directly to the Local Government and Social Care Ombudsman (LGSCO) or Housing Ombudsman (HO) rather than take your complaint to Stage 2. 1 If a customer remains unhappy having exhausted the council’s complaints process, they can contact the Local Government and Social Care Ombudsman (LGSCO): Online complaint form at the Local Government and Social Care Ombudsman website; Telephone 0300 061 0614; 10. The Local Government and Social Care Ombudsman (LGSCO) is independent and deals with claims of ‘maladministration leading to injustice’. A complaint is an “expression of dissatisfaction made to or about an They should have a complaints process on their website which tells you the right way to make a complaint. Complaints about government agencies. If you’re still not happy, complain to your council’s complaints officer. 2 days ago · Complaints performance. dh. The Local Government Act 2009 (LGA) requires councils to adopt a process for resolving administrative action complaints. The Ombudsman is also responsible for dealing with complaints about the actions of private care providers. Feb 16, 2024 · The Complaint Handling Code sets out the procedure an organisation should follow in order to handle complaints in a transparent and accessible way. The Local Government Ombudsman, PO Box 4771 Coventry, CV4 0EH. Childrens' social care complaints Contacting the Local Government Ombudsman. We are a free service. What the Ombudsman can help with Ngā mea ka taea e te Kaitiaki Mana Tangata te āwhina. Make a request for Stage 3: Local Government and Social Care Ombudsman. The law about making a complaint to the Local Government Ombudsman can be found in the Local Government Own initiative enquiries concerning alleged data harvesting via hyperlinks contained in government resources under the former government ; Ombudsman SA reaches 50; 2021-22 Annual Report tabled; Information Commissioners and Ombudsmen hail importance of enabling digital access; Communiqué of the Australasian Pacific Ombudsman Region (APOR) 2022 Feb 1, 2024 · The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. If this does not resolve the issue, you may be able to get the Local 5 Effective Complaint Handling for local authorities Your complaints process Your complaint process should be tailored to allow you to determine each complaint on its own merits. being unhappy with the placement named in an EHCP. You should be able to identify and act on learning opportunities from complaints, ensuring the The Local Government and Social Care Ombudsman (LGSCO), legally the Commission for Local Administration in England and formerly known as the Local Government Ombudsman (LGO), investigates complaints from members of the public about councils and some other some other authorities and organisations providing public services in England. 30am the Local Government and Social Care Ombudsman investigates complaints about local councils, care homes and some other organisations providing local public services the Housing Ombudsman can help if you're a tenant or leaseholder and you have a dispute with your landlord if they are a social landlord or a voluntary member of their scheme - find Oct 8, 2020 · The Local Government and Social Care Ombudsman has issued new guidance on effective complaint handling for local authorities, saying it offers “practical, real-world advice”. 102; and • works with a host agency and the Office to oversee the implementation of the Ombudsman Program in an ombudsman service area. The Complaint Handling Codes, launched by the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman Service (HOS), is an update of the existing Housing Ombudsman Code and the LGSCO’s Good Practice Guidance. A transparent complaint process means people know what to expect when they complain. The council will have a complaints process you can use to resolve issues. This process must be publicly available at their office and on their website. The council uses this definition from the Local Government & Social Care Ombudsman to assess complaints. The first stage is to complain to the council. Alternatively, if you have reason to believe that a council member has committed a serious breach of the Local Government Act you may make a serious breach complaint to the department in the prescribed form, in accordance with section 5. You usually have up to 12 months to do this, starting from the date you first knew about the matter you complained about. What we can help with. Public universities If the customer remains dissatisfied after the investigation has been completed, the customer can refer their complaint to the Local Government and Social Care Ombudsman in the following ways: Website: www. This provides an avenue to challenge a local authority’s (LA’s) decision without having to go to court. What will happen to your complaint. There are two stages to the complaints process: 1. Local Government and Social Care Ombudsman If you're not satisfied with our response to your complaint, you can ask the Local Government and Social Care Ombudsman (LGSCO) to review your complaint. There is no specific definition Jan 11, 2019 · a previously concluded complaint by the Welsh Government or the Public Services Ombudsman for Wales; complaints about government policy and legislation; Freedom of Information and Environmental Information decisions; If your complaint relates to a Freedom of Information request and you are seeking a review, you should contact: The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. Additionally, specific Contact the Office of Local Government on 03 6232 7022 to find out more about the complaints process or to help you understand who to lodge your complaint with. Contact with the Pensions Ombudsman about a complaint needs to be made within three years of when the the Local Government Ombudsman; other government departments; 2. We manage complaints about local councils in NSW. The Ombudsman investigates complaints in a fair and independent way - it does not take sides. According to the Ombudsman, this is the area in which it receives the most queries from local authorities. May 14, 2025 · The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. In LSRA cases the administrative actions are the processes the LSRA followed leading up to its decision. A person who: • is certified as a staff ombudsman to serve as a managing local ombudsman in accordance with 26 TAC §88. Examples of situations in which a parent might complain to the LGSCO are: Where the LA does not provide home-to-school Appeal against the decision or follow the formal complaints process; Local Government and Social Care Ombudsman. [2] See full list on trafford. The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about councils, the National Health Service, housing associations, colleges and universities, prisons, most water providers, the Scottish Government and its agencies and departments and most Scottish authorities. There are areas where there may appear to be some over-lap between the jurisdiction of the 2 Ombudsmen. The Local Government and Social Care Ombudsman may consider failure to comply If you do not agree with the outcome of your Stage 2 appeal, the Pensions Ombudsman (TPO) may investigate and determine any complaint or dispute of fact or law in relation to the LGPS that remains unresolved at Stage 2 of the appeals process. A complaint to the Ombudsman should normally be made within 12 months of the problem that the person is complaining about The Local Government Ombudsman is an independent organisation. Councils don’t always get it right, but they do try to correct any problems raised with them. Complaints about a special rate or special charge For information about the objection process: Know Your Council. Learning from Complaints - guidance on the social services complaints procedure for adults - should be read in parallel (please see www. The Housing Ombudsman and Local Government and Social Care Ombudsman can work together on cases where their jurisdiction overlaps and transfer cases if needed. The issues for the Ombudsman to determine in any complaint, is: Whether there has been “maladministration” leading to “injustice”. 114 of the Act. LGV supports the Minister for Local Government to monitor the system of local government and to ensure councils are complying with their legislated obligations. Nov 21, 2024 · The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. If they don’t, write to the head of the agency. Find and contact your federal, state, and local elected Web: www. As a result, a further consultation undertaken in 2013– 14 sought views on draft guidance and The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. Generally local authorities try and resolve complaints as soon as possible and you have a good chance of getting resolution, but if you do not consider your complaint has been dealt with satisfactorily you can then take your complaint on to the Local Government Ombudsman. I hope that you find it useful in your work and in delivering our shared commitment to put the public voice at the heart of local accountability. 1. Local Government and Social Care Ombudsman review. Apr 12, 2022 · The Local Government and Social Care Ombudsman (LGSCO) was set up by the Local Government Act 1974 to provide an independent complaint handling service for complaints that have not been resolved by local authorities and adult social care providers. We give feedback and guidance to agencies to help them improve and initiate wider investigations where we see the need. The complaints process for Ombudsman Tasmania is explained here. qld. Michael King Local Government and . Things the LGSCO can look at: Delays within the EHCP process Serious breaches. They cannot look at a case that can be or is being challenged in a tribunal such as. 30am to 5pm (except public holidays). The Local Government Ombudsman (LGO) examines complaints from people who Feb 23, 2023 · All councils must have a complaints management process, including written policies and procedures for how they manage and respond to complaints. Achieve this by: • being aware of your internal complaint handling policies and procedures • helping people access the complaints process • helping complaint handling staff resolve problems The Ombudsman investigates complaints about Western Australian public authorities including: State Government departments, agencies and boards; government services such as hospitals, prisons, schools and technical colleges; public universities and; local governments. qidlhj sazrkj qztwhp bvv zoqqvfv eiftpno uagesc bbp fbgvkoer wieh