Many complaints can be resolved by contacting the agency about the problem.

Before looking into your complaint, we need to know how you tried to resolve it with the agency and how the agency responded.

We recommend that you:

• call and tell them about your complaint
• send them an email or letter if needed
• allow them time to respond, usually 2 to 3 weeks.
• make note of what you did and when, and keep copies of your communication.

Contact details for South Australian government departments and authorities can be found on the South Australia Government website and contact details for Councils can be found on the Local Government Association of South Australia website.

We will need the following information to assess your complaint:

• the name of the agency (e.g. government department, statutory authority, council) your complaint is about
• a clear outline of your complaint
• the steps you have taken to sort out the complaint with the agency
• dates of the agency’s acts that you are concerned about
• other key dates
• any documents to support your complaint, such as:
  • emails or letters you have sent the agency
  • any responses you have received from the agency
  • photographs (if you have any)
• what you are seeking.

When members of the public approach Ombudsman SA it is expected that they will treat staff with respect and courtesy and will adhere to the following standards:

• speak politely and with courtesy
• not make threats
• refrain from using abusive language
• not act aggressively or in a threatening manner
• provide all reasonable and relevant information about their complaint
• limit contact to reasonable and required communications
• inform Ombudsman SA staff of any reasonable adjustments that may be necessary to assist with accessibility or appropriate engagement with Ombudsman SA.

Generative artificial intelligence (AI) tools (such as ChatGPT, Microsoft Copilot or Google Gemini) are becoming widely used in the community. We recognise that these tools can assist you in preparing your complaint, but it is important you understand the process and the risks.

What is generative AI?

Generative AI tools use your prompts to generate content. The output generated is a probable response based on learned patterns; it might not be the most correct or accurate answer for your circumstances.

Generative AI tools cannot:

• understand the facts of your individual situation
• reliably understand the broader South Australian social, cultural and legal context
• be relied on to consistently provide information that is relevant, accurate, complete, current and unbiased.

Tips for making a complaint

To assess your complaint, we need clear and concise information. There is no need to write a long or complicated letter or provide a lot of documentation or references to legal cases. We are looking for:

• a straight-forward description of the action or decision you are complaining about and why you think they were wrong
• when these issues arose or events occurred
• which South Australian agency was responsible for the action
• what is your direct interest in the matter
• any steps you have already taken to try and address the matter directly with the agency.

If we can’t determine this essential information, we may ask you to state your complaint more clearly and simply. This may include asking you to provide a concise summary in two pages or less. Our online complaint form can help you to prepare your complaint. It will guide you, step-by-step, through the complaint making process.

Risks when using generative AI tools

Generative AI tools can be helpful but there are risks to consider.

Mistakes

AI tools can sometimes create information that is not true (e.g. policies or legal cases that do not exist). This is sometimes called an AI hallucination. If you use AI tools, you are still responsible for making sure the information in your complaint is correct, clear and relevant.

Confidentiality

Some AI tools store what you type into them, meaning personal or confidential information could be reused by others or become public. It’s important to note that information you receive from Ombudsman SA about your complaint is confidential and should not be shared with a public AI tool.

The South Australian Supreme Court has published guidelines for self-represented litigants which contain more information about these risks. You may find these useful even though your complaint is not a Court process.

Summary

If you choose to use generative AI tools when preparing your complaint, please consider the following:

• Keep it simple. Be clear and concise about the decision or action you are unhappy with. How does it affect you?  What outcome are you seeking?
• Be careful not to put private details or other confidential information into public AI tools.
• Always double-check the results to make sure the information is true, accurate and relevant to South Australia.

Ombudsman SA has the right to decide how to deal with a complaint. This includes:

• making decisions on whether the issue/s will be investigated
• who will conduct the investigation
• the time and resources that will be allocated to the complaint
• any assistance the complainant needs to provide
• how the complaint will be resolved.

Ombudsman SA staff are expected to:

• treat all complainants fairly and with respect
• demonstrate impartiality
• act professionally
• show respect for all complainants
• keep the complainant informed of the progress of their complaint
• deal with the complainant using the powers that have been delegated to them by the Ombudsman and in accord with Ombudsman SA policy.