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Responsive and Accountable? The Ombudsman’s review of complaint handling by government departments and public organisations 2011-12

11 December 2012

This report looks at the way government departments and agencies manage complaints. It tells a series of short stories about individuals who, when things went wrong, struggled to get themselves heard.

Related files Responsive and Accountable? The Ombudsman’s review of complaint handling by government departments 2011-12 [.pdf, 27 MB] Responsive and Accountable? The Ombudsman’s review of complaint handling by government departments statistics supplement 2011-12 [.pdf, 4 MB]