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Make a Complaint
If you believe you have been treated unfairly by a government department or statutory body, the Office of the Complaints Commission may be able to help.
What is a Complaint
A complaint is a concern about how a government department or statutory body has acted, failed to act, delayed action, or handled a matter unfairly. In the Ombudsman field, this is often described as maladministration, meaning administrative action that may be improper, unreasonable, unfair, or poorly handled.
What You Can Complain About
Optional examples list for the page.
Unfair, unreasonable, or improper administrative action.
Poor service or failure to follow proper procedure.
Failure to respond to letters, requests, or complaints.
Delays in processing applications, benefits, records, or official documents.
What May Be Outside Our Remit
We do not investigate matters involving the Governor, TCIG Cabinet, the courts, the Police, criminal investigations, national security, certain employment matters, or issues that already have another appeal process.
Complaints Process
Before bringing a complaint to us, you should first try to resolve the matter with the government department or statutory body involved and allow time for a response. Once your complaint is received, we review the information provided, determine whether it falls within our authority, and, where appropriate, scrutinise and investigate the matter.
Step 1
Before submitting a complaint, raise the issue with the Government Department or Statutory Body involved and give them a reasonable opportunity to respond.
Step 3
We assess whether the complaint is within our jurisdiction and how we can assist.
Step 2
Submit your complaint with the relevant details and supporting documents. The OCC accepts complaints in person, by email, or through our online form. Please include identification and supporting records relevant to the matter.
Step 4
We investigate the matter by reviewing documents, gathering information, and conducting a fair and independent review.
Step 5
Recommendations are made to resolve the issue, and advice is provided on what to do next.
Your Rights as a Complainant
When you raise a complaint with the Office of the Complaints Commission, you have the right to be heard through a free, accessible, and independent service. You have the right to have your complaint reviewed fairly and carefully. Where a matter can be investigated, it will be handled impartially, respectfully, and as confidentially as possible.
Ways to Submit a Complaint
You can submit your complaint through several convenient methods. All complaints must be provided in writing with clear details and supporting information where possible.
1
STEPS
Fill-Out Online Form
Submit your complaint directly through our secure online form for faster processing.
2
STEPS
Email or Written Submission
Send your complaint via email or written document with all relevant details and attachments.
3
STEPS
In Person or By Phone
Contact our office for guidance on submitting your complaint and next steps.
Complaint Submission Form
Please provide accurate and complete information to help us review your complaint efficiently. Include all relevant details and supporting documents where possible.