The Ombudsman's Casebook provides summaries of complaints, both upheld and not upheld, across all the areas dealt with by the Ombudsman. It can help service providers to learn from our examination of complaints, and to see what similar organisations are doing well and not so well. The Casebook is published in PDF format and can be read online, downloaded or printed.

If you want to know when a new Casebook is published, email with the subject SUBSCRIBE.

Read the Ombudsman's Casebook

The Casebook is published in PDF format.

Previous Casebooks are available. Email the Communications Unit with your request.