If you’re not satisfied with the outcome of your case, you can ask for an internal review.
If you have a complaint about the service we provided while handling your case, please make an internal complaint.
If you are still not satisfied with any aspect of the service we provided, or you wish to complain about how we handled your matter, you can make an external complaint to the Joint Standing Committee on Integrity.
Internal review
Ask for an internal review
You can ask for an internal review if:
- we have made a final decision on your case
- you believe we have made an error when dealing with your case
- you have tried to resolve your concerns with your case officer.
You should make your request for internal review no later than 60 days after your case has been closed.
How do I ask for an internal review?
You need to contact us and:
- explain why you believe the decision made in your case was incorrect
- provide any evidence you have to back up your claim.
You will need to explain why you think the decision made in your case is wrong. If possible, provide evidence to show why. If you do not explain, we may not accept your request for review.
You can make a request by email or mail. You can also make a request for internal review by telephone, although we prefer if you make the request in writing. You can contact us by:
- Email: ombudsman@ombudsman.tas.gov.au
- Mail: GPO Box 960, Hobart TAS 7001
- Phone: 6166 4566 or 1800 001 170
What is involved?
An officer from the Ombudsman’s office will conduct the review. That officer will not be the same person who made the original decision. They will be more senior or at the same level as the officer who made the original decision.
The officer will review the whole file. They will consider whether anything could have been done better when handling your case and whether the original decision was reasonable and appropriate.
The possible outcomes of internal review are:
- your case might be reconsidered and further steps taken
- the original decision was correct and nothing further will happen
- we might make improvements to how we handle cases in the future.
We will contact you to tell you the outcome. Unless there are unusual or very strong reasons, there will only be one opportunity for internal review and no further reviews will be available. The decision of the review will be final.
How long does an internal review take?
We aim to finish internal reviews as quickly as we can. We try to complete them within 60 days. If a matter is very complex, it may take longer but we will let you know.
Internal complaint
Complaints about our service
If you are not happy with the service we provided, first tell the staff member involved. It is helpful if you can tell them:
- the actions or behaviour that made you unhappy
- what you would like to happen.
The staff member may:
- apologise
- provide an explanation
- raise the matter with someone more senior who may then contact you.
You can ask that your complaint be dealt with by the staff member’s supervisor if you do not wish them to continue dealing with it.
External complaint
If you are still not satisfied with any aspect of the service we provided, or you wish to complain about how we handled your matter, you can make a complaint to the Joint Standing Committee on Integrity. The Committee is made up of members of both houses of Parliament and can be contacted through the Secretary:
- Ms Fiona Murphy
- Phone: (03) 6212 2200
- Fax: (03) 6212 2369
- Email: integrity@parliament.tas.gov.au
Please be aware that the Committee will not reconsider your original complaint. It will only look at the reasons why you are unhappy with the service provided by the Ombudsman and how we performed our functions.