"Information published on the Frequently Asked Questions (FAQ) page of a public authority’s website was less detailed than information it published in an FAQ document. A person received an invoice from the public authority which was higher than they had expected based on the information on the FAQ page of the website. When the person complained to the public authority, the public authority provided an explanation, apologised for the confusion and provided information about payment options, however it did not amend the invoice. The person then complained to the Ombudsman.
Following an investigation by the Ombudsman, the public authority updated the information on its website and offered the person an internal review of the original decision. The public authority subsequently reviewed the decision and reduced the amount of the invoice."