If you are not satisfied with the way the City of Perth has handled a complaint, your concerns may be directed to our Ombudsman who will review the matter, conduct an investigation if necessary and provide a report to the Chief Executive Officer (CEO).
Alternatively, the Ombudsman may conduct conciliation. The Ombudsman is not to be confused with the State Government Ombudsman (officially known as the Parliamentary Commissioner for Administrative Investigations).
What the Ombudsman will investigate
The Ombudsman will investigate:
- a decision or recommendation.
- an act done or omitted; or
- a procedure, relating to a matter of administration by a City employee or Elected Member whereby a person is, or may be, aggrieved.
Decisions of the Council, or those made under delegated authority from the Council, are not included.
There are some limitations, the major ones being where:
- An adequate remedy or right of appeal already exists;
- The complaint has not been adequately considered through the City's Service Complaint Procedure.
- It is about the conduct (behaviour) of an Elected Member or employee.
The City has a comprehensive process to consider requests to review or cancel parking infringements. If you are not satisfied with the outcome you may seek a decision in the Magistrates Court. However, you may refer the matter to the Ombudsman prior to the Magistrate's Court, but not before it has fully progressed through the internal City of Perth process.
How to refer a matter to the Ombudsman
It is preferable to do this in writing. You should provide details of the complaint and a reference number if you have one. Be specific about why you have referred the matter to the Ombudsman and what action you would like to have taken. If you wish to discuss the matter with the Ombudsman you are advised to make an appointment.
What happens after the matter is referred to the Ombudsman?
The Ombudsman will decide whether to consider the matter and you will be informed of the decision and the reasons. If the Ombudsman considers the matter, a decision may be reached on the basis of information provided, or an investigation undertaken. The Ombudsman will provide a report to the CEO that will include a recommendation of action to be taken.
How do I know I will get a fair hearing?
The Ombudsman is not an employee of the City and is not subject to direction by the Council or the CEO. There are guidelines that determine the jurisdiction of the Ombudsman and the processes to be followed when conducting an investigation, in particular a requirement to maintain a high standard of procedural fairness. The CEO may accept or reject the recommendation of the Ombudsman. However, the Ombudsman also provides a report direct to the Council and may raise concerns about the implementation of recommendations.
What if I do not agree with the action taken?
If after referring a matter to the Ombudsman you are not satisfied with the outcome, you may contact an appropriate State or Federal Government body such as the State Government Ombudsman, the Department of Local Government or the Corruption and Crime Commission.
Information is also available regarding the City's procedures for:
- Service complaints.
- Public Interest Disclosure.