---
title: "Complaint to the Commonwealth Ombudsman: preparation guide and complaint summary"
url: "https://ailawframework.com/precedents/administrative-and-public-law/ombudsman-complaint"
type: "precedent"
site: "AI Law Framework"
id: "a31-ombudsman-complaint"
area_id: "A31"
kind: "form"
ai_level: "yellow"
version: 1
law_stated_as_at: "2026-10-17"
---

# Complaint to the Commonwealth Ombudsman: preparation guide and complaint summary

> How to decide whether the Commonwealth Ombudsman is the right body, what to do first, and how to prepare a clear, evidence-backed complaint for the online form, with a model complaint summary to adapt.

Canonical page: https://ailawframework.com/precedents/administrative-and-public-law/ombudsman-complaint  
Law stated as at: 2026-10-17

Site index for agents: https://ailawframework.com/llms.txt

## Key facts

- Kind: Form. A form to complete, or a guide to completing an official one.
- Practice area: [Administrative & Public Law](https://ailawframework.com/precedents/administrative-and-public-law.md)
- Jurisdictions: Australia, Commonwealth, New South Wales, New Zealand
- AI level: Yellow. AI can help in set ways. A lawyer checks specific points before use.
- Law stated as at: 2026-10-17
- Status: Maintained. Checked on 2026-10-17 against the official form at ombudsman.gov.au and the 5 authorities it cites, for 4 jurisdictions.

## When to use it

Use for complaints about the administrative actions of Commonwealth departments and prescribed authorities, such as delay, poor process, wrong advice or unfair treatment, after complaining to the agency. Do not use for ministers, courts, tribunals, State or local government, or where tribunal review is the better remedy.

## How AI may be used

AI may help turn the client's file into a dated chronology and a concise complaint summary. The lawyer checks every fact against the documents, the client approves the complaint, and personal information stays in approved tools.

**AI may:**

- Build a dated chronology of contacts with the agency from the client's emails, letters and call notes, with document references.
- Draft a complaint summary of under 500 words in the structure below for the lawyer and client to settle.
- List the documents to attach and any gaps in the record.

**AI must not:**

- Must not overstate or add facts; every statement must trace to a document or the client's confirmed account.
- Must not enter the client's Centrelink, tax, visa, health or other personal records into a public AI tool or one that trains on inputs.
- Must not choose between an Ombudsman complaint and tribunal or court review without a lawyer assessing time limits and remedies.

**The lawyer checks:**

- The agency is within the Commonwealth Ombudsman's jurisdiction and the action is not excluded by s 5(2).
- The client has complained to the agency first, or there is a good reason why not.
- Any tribunal or court review deadline is protected, because a complaint does not stop time running.
- The client has read and approved the complaint and consented to the Ombudsman contacting the agency.

## Authorities

- [Ombudsman Act 1976 (Cth) s 5 (functions, and actions the Ombudsman cannot investigate)](https://www.legislation.gov.au/C2004A01611/latest/text)
- [Ombudsman Act 1976 (Cth) s 6 (discretion not to investigate, including complaints more than 12 months old, not first made to the agency, or where review rights exist)](https://www.legislation.gov.au/C2004A01611/latest/text)
- [Ombudsman Act 1976 (Cth) s 7 (complaints may be made orally or in writing)](https://www.legislation.gov.au/C2004A01611/latest/text)
- [Ombudsman Act 1974 (NSW)](https://legislation.nsw.gov.au/view/html/inforce/current/act-1974-068)
- [Ombudsmen Act 1975 (NZ) s 13](https://www.legislation.govt.nz/act/public/1975/0009/latest/whole.html)

## Official form

[Official form](https://www.ombudsman.gov.au/make-a-complaint)

## Where this comes from

The official form is published by ombudsman.gov.au; this page is a completion guide. Last checked on 2026-10-17.

## Full text and drafting notes

The full text and the drafting notes are not part of this public page. Signed-in firm accounts can read them at https://ailawframework.com/precedents/administrative-and-public-law/ombudsman-complaint and through the signed-in MCP connector https://ailawframework.com/mcp/firm.

*Practice guidance for planning and review. Confirm current primary sources and the requirements of the actual matter. This is general information, not legal advice.*