Investigating complaints can take some time. Factors contributing to this may include the complexity of the issues raised in a complaint, the need to obtain information from a number of departmental staff, the need to provide procedural fairness and staff workloads. If there are urgent aspects to your complaint, you should bring this to the attention of the Ombudsman as early as possible when you lodge your complaint. The Case Officer will be in regular contact with you throughout the course of the investigation.
