Based on complaints to the Ombudsman on people not getting the help they need when interacting with government agencies, this paper outlines what has been experienced and what can be improved. It provides five case studies and identifies three key lessons to improve service delivery to all members of the community.

In December 2009 Ms A, a single mother with three children, complained to the ACT Ombudsman about having been on Housing ACT’s High Needs housing list for six months and not receiving any assistance from them. Ms A had been living in shortterm rental accommodation that she could not afford. She had fallen behind in...