Interacting with government agencies can be confusing and time consuming. This paper provides insights for government agencies based on complaints received by the Ombudsman about people not getting the help they need. It outlines what has been experienced and what can be improved, providing five case studies and identifying three key lessons to improve service delivery to all members of the community.

Factors that may affect a person’s engagement with an agency include financial hardship, domestic violence, cultural or language barriers, rural or remote location, neurodiversity, disability or living in detention. 

Three key lessons agencies can learn to improve service delivery to all members of the community:

• anticipate barriers to access
• empower frontline staff
• maintain good systems.