Make a Complaint

The Office of the Auditor General (OAG) strives to ensure it provides the highest standard of service to satisfy and meet the needs of its clients and other stakeholders. We do, however, recognise that from time to time things may go wrong and that sometimes people are not happy with what we have done. Our process for complaints about the OAG aims to resolve matters quickly and allow us to learn any lessons for the future.

The OAG’s definition of a complaint is "an expression of dissatisfaction, however made, about the standards of service, actions or lack of action by the OAG, or its staff, affecting one or more members of the public."

We can consider complaints about the following:

• How we carry out our legal duties. For example, appointing auditors and publishing reports.
• Bad or inefficient management of the OAG.
• Quality of services we provide.
• The reasonableness of the processes followed, and the decisions made, by our staff.
• The behaviour of our staff and auditors.
• How our staff carry out their work.

If you have any concerns or are dissatisfied with any part of our work, you should first give us a chance to deal with your complaint informally. If you are not sure who to contact, or if you need any help or advice, please contact the OAG on (345) 244 3211 or email us at: auditorgeneral@oag.gov.ky. If you wish to make a formal complaint this can be done verbally or in writing (by email, post or following the link below). We will not normally act on anonymous complaints. However, we will review them to identify any patterns of behavior or misconduct. 

We will send a full written response to your complaint within 25 working days. This may be our final response to your complaint. However, if we need to carry out a more detailed investigation or ask for further information, our response may take longer. If this is the case, we will provide you with a progress report of how we are investigating your concerns and give you a date by which we expect to be able to give you a full or final response.

If your complaint is found to be justified, we will write to apologise to the people concerned, and if necessary, the matter will be reported to the Auditor General to consider remedial action. If we conclude that your complaint is not justified, we will write to you to explain why.

Further information and guidance about how to complain about the OAG can be found in our OAG Complaints Policy below.