Access our information

Information held by the Ombudsman’s office

We hold information about the work we do as an independent oversight and complaint resolution body including:

• Complaint and investigation information – including correspondence, background material and analysis
• Information about how we perform our role – including policy documents, procedures, guidelines and reports
• Information about how we manage the office – including human resources, finance and administration.

Information already published

We recommend you search our website first to see if you can find what you are looking for.

In accordance with our Open Access Strategy, we make a range of information publicly available.

This includes information we are required to publish under the ACT Open Access Information Scheme, such as:

• functional information about our agency
• documents tabled in the legislative assembly
• our disclosure log which lists information we have released since 1 January 2018 in response to access applications (formal requests for non-personal information).

Information people often look for on our website includes:

• information about our complaints jurisdiction
• information about our complaints processes
• our annual reports
• our quarterly reports
• Annual report on the operation of the FOI Act

Make an informal request for information

If you can’t find what you are looking for, you can contact us to ask if you can have the information. Most requests for information, or copies of documents, can be dealt with informally and quickly.

Contact us if you are seeking access to:

• Correspondence or records of contact between yourself and our Office
• Other documents you would have already seen (for example, copies of correspondence between yourself and an ACT agency that you have complained about); or
• Other information not listed on our website above

Note: If you are asking for personal information, evidence of identity must be provided.

Make a formal application for information

You can make a formal request for information, also called an access application under the Freedom of Information Act 2016 (ACT).

Your request must include:

• enough detail to enable us to identify what information you are looking for
• an email or postal address we can use to contact you
• evidence of your identity (if you are seeking your personal information)
• authority for an agent to act for you (if you have engaged a lawyer or other third party to represent you).

Provide as much information as you can to help us to process your application quickly. We aim to process your request within 20 working days. Contact us if you need assistance to make an access application.

You can send your written request to foi@ombudsman.gov.au or by post to:

Information Officer 
ACT Ombudsman 
GPO Box 442
Canberra ACT 2601

How long will it take?

We will tell you within 10 working days that we have received your request and the date it was received.

We will give you our decision within 20 working days from the date your application was received unless that time has been extended.

• If a document contains information about a third party, we will need to consult them which will extend our processing time.
• We may also seek your agreement to extend the time if your request is complex.
• We can also seek a further extension from the ACT Ombudsman.

Will I have to pay?

We will not charge for access to documents containing personal information about you.

Processing charges may apply to requests outside of your personal information. We will tell you if this is the case. If this occurs, you can ask for the charge to be waived or reduced for any reason, including financial hardship or on the grounds of public interest. You will need to explain your reasons and you may need to provide some evidence.

Can I appeal or make a complaint about an access application?

If we have made a decision about your access application and you wish to appeal this decision, you can apply for Ombudsman review.

You can also make a complaint about the process you experienced when seeking information from the ACT Ombudsman. Complaints can include delays in processing FOI requests and complaints about FOI charges.

More information on lodging a review application or making an FOI complaint is available at FOI complaints and reviews.

Amend personal information held by the Ombudsman

If you believe we hold information about you that is incomplete, incorrect or out of date, you can request to have this information amended under the Freedom of Information Act 2016 (ACT).

Send us a written request with the following information:

• include enough detail so we can identify the information to be amended
• state how it is incomplete, incorrect, out-of-date or misleading
• state the amendments considered necessary
• include an email or postal address via which we can contact you.

We will process your request within 20 working days. If we decide to refuse your request, we will contact you first and give you the opportunity to comment and/or provide further information. Only then will we make the final decision.

When we have made a decision about your request to amend your personal information, we will send you a letter explaining our decision and your review and appeal rights.

Unhappy about us?

If you are not satisfied with our service, you can make a service delivery complaint. More information about lodging a service delivery complaint is available at Complaints about our service.