Comm Ombudsman

OFFICIAL

26/11/25

Dear Danielle,

My decision about your complaint | 2025-805717

I refer to your complaint about the Department of Veterans' Affairs (DVA). 

I would like to thank you for your ongoing patience whilst you have waited for an outcome. The Office is experiencing very high demand for service at present, and this has contributed to the delay. I apologise that you have not received the level of service we seek to provide in your contact with the Office in this matter.

I have considered your complaint carefully and I now have enough information to understand what has occurred. I am writing to explain my decision.

Our role

The Ombudsman’s Office (the Office) can investigate complaints about administrative actions taken by Australian government agencies. When we assess complaints, we consider whether an agency’s actions are consistent with relevant legislation, policy and procedures. We do not take on an advocacy role for either you as the complainant, or the agency you have complained about, and we may decline to investigate if we consider an investigation is not warranted or there is a more appropriate body to deal with the complaint.

It is not our role, nor do we have the power to substitute an agency's decision with a new decision or compel an agency to take any specific action.

Your complaint

         On 25 March 2025, you contacted our Office to lodge a complaint about DVA.

         Your complaint was regarding your father having exposure to Agent Orange and not receiving sufficient referrals to DVA from other Government Agencies.

Assessment

As part of my assessment of your complaint, I reviewed the following information:

         The documentation you provided as part of your complaint,

         Telephone updates from you to our Office in May 2025.

In a telephone update you provided our Office on 28 May 2025, you advised that you were preparing a formal submission to the International Criminal Court.

On 22 July 2025 you wrote to our Office, and various other Agencies, advising of the International Criminal Court submission.

It appears that your complaint relates directly to matters currently being reviewed by the International Criminal Court. Under our legislation we cannot investigate matters that are being dealt with by a court or tribunal unless there are special reasons. The information you provided our Office does not show any exceptional circumstances that would warrant an investigation by this office.

Decision

My assessment of your complaint is now finished. I do not intend to take any further action in relation to your complaint for the reasons explained above.

If you disagree with my decision, you are welcome to contact me on 1300 362 072 to discuss your concerns. You can also request a review by completing our online form at Request a review of your complaint outcome | Commonwealth Ombudsman.

You should request a review within 3 months of being told about our decision. Your review request should clearly identify why you believe the decision was wrong and provide any additional supporting information or evidence.

You can find information about our review process on our website under Complaints about us and Request a review of your complaint outcome.

Thank you again for bringing your concern to our Office. Every complaint we receive helps us understand how people experience governmentadministration, and helps us influence agencies to improve that experience.

Your Personal Information

The Ombudsman’s Office uses personal information we collect from you to assist us with our handling of your enquiry. Further information about the way the Ombudsman’s Office handles your personal information, including how you may access and seek correction of that information, can be found in the privacy statement available on our websitewww.ombudsman.gov.au

From time to time, we ask an external company to conduct surveys of people who have contacted us so we can collect feedback on our performance. Your personal information, including your contact details, demographic statistics and basic information about your complaint such as when you came to us, how you lodged your complaint, the agency you are complaining about, how long it took us to resolve your complaint, and how we resolved your complaint, may be provided to that external company. If you do not agree to this happening and do not wish to be contacted about your experience using our services, please notify us by replying to this email. If you are unable to reply to this email, contact us on 1300 362 072.

Yours sincerely

Tyler

Complaints Officer

Early Resolution Team / Complaints Branch

1300 362 072

ombudsman@ombudsman.gov.au

ombudsman.gov.au

The Office of the Commonwealth Ombudsman acknowledges the Traditional Owners of country throughout Australia and their continuing connection to land, culture and community. We pay our respects to Elders past and present.

Artwork by Kevin Bynder, Whadjuk NyungarBadimia Yamatji Artist.

The Office of the Commonwealth Ombudsman acknowledges the traditional owners of country throughout Australia and their continuing connection to land, culture and community. We pay our respects to elders past and present.

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