Information for agencies

The Ombudsman is not an advocate for complainants. We act impartially and independently of both the council we investigate and the complainants whose grievances we investigate.

We have developed guidelines and other resources to assist complaint handlers and our staff are always available to provide advice and guidance to councils on how their policies, procedures and complaint handling processes can be improved.

We also have an important role in relation to systems within councils for dealing with public interest disclosures made by employees.

We also provide training for staff of councils on complaint handling and investigation techniques.

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