Table of contents

A USER GUIDE TO THE NSW OMBUDSMAN

Copyright

Further Copies of this Guide

Acknowledgements

Slide 5

A User Guide –Origins of the Project

Origins of this Project- II

Origins of this Project-III

Further Acknowledgements

Further Acknowledgements

Source of Main Information

Summary of User Guide

Aim of this Project

Four Topics Developed To Assist With This Learning Experience

Learning Objectives Session 1

Learning Objectives Session 2

Learning Objectives Session 3

Learning Objectives- Session 4

Power of Ombudsman-Relevant Legislation- from 1974 Act (NSW Ombudsman) “Maladministration”

Relevant Legislation-”Maladministration” (cont.)

Ombudsman’s Structure

Ombudsman’s Structure (cont.)

Where to From Here?

Parts of This Project

SUMMARY – INTRODUCTION TO TOPICS

Topic One: WHAT DOES THE NSW OMBUDSMAN DO?

Slide 27

Topic One: WHAT DOES THE NSW OMBUDSMAN DO? (Cont.)

Topic One- Who can you complain about?

Topic One- Who can make a complaint?

Topic One- Who can you complain about? (Cont.)

Topic One- What can you complain about?

Topic One- What can you complain about? (Cont.)

Topic One: “Chris wants to make a complaint”

Learning Exercise - Topic One- Quiz

Topic Two: HOW DO YOU BEGIN TO COMPLAIN?

Have you already made a complaint to the agency? YesNo

Have you already made a complaint to the agency? (Cont.)

Topic Two: HOW TO COMPLAIN TO THE OMBUDSMAN

Topic Two –Other Questions

Topic Two- What should I include in my complaint?

Topic Two- What should I include in my complaint? (Con’t.)

Topic Two- What happens when you complain?

Topic Two- What happens when you complain? (Cont.)

Topic Two- Other complaint handling bodies

Topic Two: “Tips for making a complaint”

Topic Two: Tips for showing that you made a complaint (back to the service)

Topic Two-Exercise Online

Topic Three: CHECKING THE PROGRESS OF A COMPLAINT

Topic Three – Ombudsman’s options for dealing with your complaint

(Con’t)

Topic Three - Options for dealing with your complaint (Cont.)

Topic Three -How long will it take?

Topic Three - What happens in an investigation?

Slide 55

Topic Three - What happens in an investigation? (Cont.)

Topic Three - Exercise

Topic Four: How Can you Appeal a Decision?

Topic Four- What if I am unhappy with the Ombudsman's actions?

Topic Four- What if I am unhappy with the Ombudsman's actions?

Exercise -Scenario for Topic Four

Review of Topics