Office of the Ombudsman
State of Hawaii

What should you do if you have a complaint?

In fairness to the agency involved, you should first try to resolve the complaint directly with the agency.  Many times agency officials are eager to explain what they did and why they did it, or will correct the problem to your satisfaction.  In many cases, you will be able to settle the problem on your own.

Here are some good common sense steps to take in trying to resolve any “consumer” problem, whether it involves a government agency or a company in the private sector:

        * Be prepared.  Know what questions you are going to ask (it helps to write them down).  Be sure to have any relevant information you need available before you contact the agency.

        * Be pleasant.  Treat public employees as you like to be treated.  Getting angry or rude will not resolve your problem and may only confuse the real issues.

        * Keep records.  Take notes, ask for the names and titles of employees you speak with, and save all of your correspondence.

        * Ask questions.  Ask why the agency acted as it did.  Ask employees to identify the rules, policies or laws that governed their actions.  Ask for copies.

        * Talk to the right people. Don’t get angry with the first employee you meet; usually, he or she cannot make or change policy.  If you cannot resolve the matter, ask to talk with a supervisor.  Keep asking questions until you understand what happened and why.

        * Read what is sent to you (including the fine print!)  Carefully read all information sent to you. Many agency decisions may be appealed, but there are deadlines.  Be sure to follow appeal rules and deadlines.  It’s a good idea to mail your appeal certified, return receipt.

If you do not want to contact the agency yourself, or if you complain to the agency and are not satisfied with its response, then feel free to contact us.  We can conduct an investigation on your behalf.

We are authorized by law to receive inquiries on a confidential basis.  If we can, we will investigate your complaint without revealing your identity, although this is not always possible.  If you have concerns about confidentiality, please feel free to discuss them with us.