"A resident made a request to a local government for information, however despite following up twice, did not receive a response over a six month period. The person complained to the Ombudsman about the lack of response.
Following an investigation by the Ombudsman, the local government reviewed its processes to identify why the oversight occurred. The local government responded to the resident’s request by phone and in writing and apologised for the substantial delay in providing a response. To avoid future occurrences, the local government employed an additional customer service officer and installed new customer service software. The software will be configured to ensure customer service requests are escalated if not addressed in a timely manner."