Responding to an Ombudsman Investigation

The Ombudsman shares a key goal with all public sector officers – ensuring the best level of service is provided to Territorians. Of all complaints received by the Ombudsman's Office over 90% are resolved by informal interaction with the agency. To achieve informal outcomes, we rely on agencies to provide information by way of timely, well-considered and pertinent responses.

The Ombudsman inquiries and investigations information for Agencies guideline has been developed to:

  • assist agencies in understanding the role of the Ombudsman's office
  • outline what agencies can do to assist in informal resolution of complaints
  • provide clarification around the processes we undertake when handling enquiries and complaints both formally and informally.