We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.
You are welcome to provide feedback about our services. We use your feedback to help us understand what we are doing well and where we may need to improve our services.
You can make a complaint about any aspect of our service including:
If your complaint is about a decision we made, you can request a review of a decision.
If you want to complain to us about another NSW government agency or community service provider see How to make a complaint.
If you're not happy with how we handled the complaint you made to the NSW Ombudsman about another NSW government agency or community service provider, the first thing to do is contact your case officer. Talking to your case officer may sort out your problem. Their phone number will be on the emails you have received.
If you can't resolve your complaint with your case officer or you don’t know who your case officer is, then you can contact 1800 451 524 or info@ombo.nsw.gov.au to make your complaint.
If it's easier, you can ask someone else to make the complaint for you – for example, a friend, relative or case worker.
We will let you know we've received your complaint within 2 working days.
We will review the information you give us and decide what action to take. We'll keep you informed of the progress and outcome of your complaint. If there is a delay, we will let you know.
After reviewing your complaint we may:
You can learn more about how we handle complaints about our service in our Complaints about us policy.
If you're not happy with the outcome of a complaint you made to us about another NSW government agency or community service provider, you can ask us to review the decision.
Before requesting a review of a decision, you need to contact your case officer. Your case officer will explain how and why they made their decision. If you're not satisfied with the explanation from your case officer, then you can contact us to request a review of the decision.
Not all decisions can be reviewed. We will explain the review process to you including whether the decision can be reviewed or not.
We may ask you to make the request in writing including:
If you are not able to make the request in writing, you can explain your reasons for requesting a review to your case officer and they will record your concerns and escalate them to a manager.
We will let you know the outcome of your request within 30 days.
If we agree to review the decision, it will be reviewed by someone independent who does not have any previous involvement in the case.
You can learn more about the way we handle requests to review a decision in our Review of Ombudsman decisions about complaints policy.
We acknowledge the traditional custodians of the land on which we work and pay our respects to all Elders past and present, and to the children of today who are the Elders of the future.
Artist: Jasmine Sarin, a proud Kamilaroi and Jerrinja woman.