The Ombudsman's final decision
Summary: We will not investigate this complaint about the conduct of a Council officer during a telephone call with the complainant. We consider there is no worthwhile outcome achievable by our investigation.
The complaint
Mr X says a Council officer was unprofessional when he called them.
He wants the Council to record all phone calls.
The Ombudsman’s role and powers
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 no worthwhile outcome achievable by our investigation.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complains about the conduct of an officer during a telephone call.
The Council confirms it does not record telephone calls made direct to officer’s telephones. It also says the officer has a difference recollection of the telephone call to that of Mr X.
Final decision
We will not investigate Mr X’s complaint because without a recording of his telephone conversation with the Council officer there is no worthwhile outcome achievable by our investigation.
Investigator's decision on behalf of the Ombudsman