My recent experience with the Office of the Ombudsman left me feeling pretty disappointed and concerned.

I approached the Office as a member of the public with what I believed was a straightforward, informal enquiry. Before lodging a formal complaint, I simply wanted to confirm whether my concerns regarding the actions of a local government body were within their remit. This was done in good faith, following the suggestions provided by the Office’s own website and their own online help tool.

The response I received, however, felt unduly curt and dismissive — more in the tone of a formal rejection than an attempt to guide or assist a member of the public. It gave the impression that my contact was an inconvenience rather than an opportunity for the Office to fulfill its stated mission of accessibility and impartiality.

This first impression was at odds with the values and helpful approach presented on their public website. The Ombudsman plays an important role in upholding accountability, and for the public to have trust in such an institution, the first point of contact must be handled with clarity, courtesy, and openness.

I have provided feedback to the Office about ensuring the accuracy and completeness of the information on their website, so that members of the public can better understand what issues are within scope before making contact.