"A person complained to the Ombudsman about a significant delay in receiving any response from a public authority that was providing support to the person.
The Ombudsman contacted the public authority, which provided information about the support the person had received and acknowledged that there had been a delay in processing a payment for the person’s support. The public authority progressed the payment but said it could not locate relevant emails from the person. 
The public authority identified that the emails had been marked as spam and not received by the intended recipient. The Ombudsman asked the public authority to consider how to prevent the issue occurring again in the future. The public authority subsequently informed the Ombudsman that its email security system had been amended to provide a more proactive, risk-based approach to monitoring emails."