Outcomes - Selected Case Summaries
Categories
Confusion over financial assistance application Needs Assessment Unit (NAU)
Early Resolution | 07 August 2023
Needs Assessment Unit (NAU)
The complainant stated that an application for NAU financial assistance was delayed for more than four months without a response and that, when they complained to the NAU internally about the delay, they did not receive a response for another month.
The Office of the Ombudsman (OMB) sought to resolve the matter informally with the NAU and found the agency was initially unaware that any internal complaint had been made. Upon further review, the NAU noted it had received an internal complaint, but that the complaint was not made by the individual who was seeking the financial assistance. Rather the complaint had been made by a relative who was not directly involved in the financial application.
NAU advised the person seeking the assistance that they could make a complaint of delay to the NAU if they wished. The applicant was further advised of additional financial assistance they had received at that time.
OMB spoke with both the initial complainant and the NAU and it was agreed the matter had been resolved for the time being. If any further delays occurred, the applicant was advised of their right to make a formal complaint to the OMB.
No investigation was conducted in this matter and, therefore, no recommendations were made by the OMB.