Ombudsman's role
We consider and investigate complaints from people who believe they have been treated unfairly or unreasonably by an ACT Government department or agency, including the Australian Federal Police in its community policing role. Our aim is to resolve complaints impartially, informally and quickly. If we cannot assist with a particular complaint, we will explain why, and suggest other avenues for resolving the matter.
We cannot override the decisions of the agencies we deal with, nor issue directions to their staff. Instead, we resolve disputes by consultation and negotiation, and if necessary, by making formal recommendations to the most senior levels of government. Since the inception of the ACT Ombudsman’s office in 1989, we have assisted in resolving many hundreds of individual complaints, and brought about significant improvements in the quality of government administration.
Our annual report provides details of the numbers and types of complaints we deal with, and the ways in which they are resolved.
Our mission
- an office that safeguards the community in dealings with ACT Government agencies.
Our mission
- to correct defective administration, by conducting independent investigation of complaints about ACT Government administrative action
- to foster good public administration that is accountable, lawful, fair, transparent and responsive
- to assist people to resolve complaints about government administrative action.
Values
- independence
- impartiality
- integrity
- accessibility
- professionalism
- team work.
What we do
- investigate complaints about ACT Government agencies and make recommendations for resolving complaints
- foster good complaint handling in ACT Government agencies
- encourage and assist people to resolve problems directly with government agencies
- highlight problems in public administration through complaint handling, own motion investigations and reporting
- contribute to public discussion on administrative law and public administration
- focus attention on the adverse impact government administration can have on individuals
- promote open government
- inspect the accuracy and comprehensiveness of law enforcement records, including telephone interceptions and controlled operations.
How we do it
- professional, high-quality and well-trained staff
- delivery of our services in accordance with professional standards
- efficient and effective information systems
- being responsive to criticism of our own performance.
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