Summary: We will not investigate this complaint about communication with the Council because there is insufficient injustice to warrant investigation.

The complaint

1. Ms X complains that it is difficult to contact the Council about Council tax matters.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• any fault has not caused injustice to the person who complained, or
• any injustice is not significant enough to justify our involvement.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X says that she had to visit the Council after being unable to pursue her enquiry about Council tax on the telephone. She says that the query form on the Council’s webpage would not assist those without internet access.
6. I am not satisfied that the personal injustice caused to Ms X would warrant investigation by the Ombudsman. I note that contact can be made by the Council web page or a visit to the Council offices.

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Final decision

7. We will not investigate Ms X’s complaint because there is insufficient injustice to warrant investigation.

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Investigator's decision on behalf of the Ombudsman