Understanding applicant concerns to achieve a better outcome

The applicant applied for access to historical records.  The agency disclosed all information located, including handwritten records, apart from a small amount of information about other individuals. On external review the applicant raised questions about information that may have been provided by a deceased family member.

OIC proposed explaining to the applicant that information to which access had been refused would not address the applicant’s questions.  The agency agreed to this proposal, and to OIC supplying the applicant with a typed transcript of key parts of the released handwritten records which were difficult to read. OIC further explained to the applicant that the withheld records indicated that additional historical information may be available from another agency. These steps resolved the applicant’s concerns and external review.