We have a number of service standards and policies that guide our work and our conduct. We take our standards very seriously and if you ever feel that one of us is not abiding by them, you can complain to the Director or Ombudsman.
We are guided by some key principles:
- The right to complain is fundamental to a democracy
- All complainants must be treated with respect
- The content of their complaint must dictate the resources allocated to it
- Unreasonable conduct does not mean there is not a valid complaint
You can expect us to:
- Be respectful and professional
- Listen actively
- Be open and accessible
- Be impartial
- Be accountable, transparent and ethical in all our communications
- Understand that members of the public may be frustrated, upset and angry about their problem
- Be clear about our timelines and communicate when these cannot be met
- Clarify your role and ours in the process
- Establish mutual expectations of what you can expect from us and what we expect from you
- Own the complaint - this means the Ombudsman's Office decides how to address the complaint
Follow @TO_Ombuds