Problems with government departments
If you have a problem with a government department, regional or local body, do not agree with their actions or decisions that directly affect you, or have difficulty getting information from them, you can do something about it.
Solving the problem within the organisation
In the first instance, you should try approaching the organisation concerned. Talk with the person you have been dealing with - often a simple misunderstanding can be quickly resolved. Be relaxed and explain simply what it is that is concerning you and what could be done to put it right for you. If you are unhappy with the outcome, ask to see their supervisor or manager and explain your problem to them.
Use the organisation's review, appeal or complaints procedure
Most government organisations have their own formal complaints, review or appeals procedure - ask for details.
Some are dealt with by independent statutory authorities (see page 3).
If an organisation has information on their standards of service, ask for details so you can compare your experience with their own standards.
When you make a complaint, be sure to set out clearly what happened, what the outcome was, what you think should have happened and what can be done to rectify the situation. Remember to quote your name (and client/customer number) and contact details. Ask for written confirmation that your letter or application for review/appeal has been received.
If that does not resolve the problem or you feel unable to talk directly with them, you can contact the Office of the Ombudsmen.
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