Ombudsman Flashcards
A complaint is
Dissatisfaction about organisation’s action or lack of action, or about standard of service provided
Role of Ombudsman
Investigate if maladministration and any adverse effect.
If so:
a) Determine appropriate remedy
b) Ensure learning & prevention
How can people complain?
Via phone, in-person, post, email, website, outreach centres
Under what criteria can Ombudsman investigate?
- Taken without proper authority
- Irrelevant grounds
- Negligence / carelessness
- Undesireable admin practice
- Incorrect / incomplete info
- Improperly discriminatory
- Section 4A failure
- Contrary to sound admin
What are some examples of common complaints to Ombudsman?
- Delays in response or resolution
- Failure to respond
- Poor communication
- Poor treatment
- Denial of payment on certain grounds
- Denial of service on medical, etc., grounds
- Inconsistent implementation of scheme/policy
- Lack of fair procedures
What are some examples of complaints that are excluded from Ombudsman’s remit?
- Trivial or vexatious
- Insufficient interest
- No reasonable steps to seek correction
- Satisfactory measures already taken
What are some Exclusions to the Ombudsman’s jurisdiction set out in Section 5?
- Legal proceedings already started
- Right to appeal to another body
- Terms and Conditions of employment
- Lodged after 1 year
- Reserved functions
- Sensitive and classified issues
What benefits does an effective complaint handling system provide to any organisation?
- Resolves issues raised in timely and cost effective manner
- Provides valuable info for service improvement
- Staff should be provided with appropriate skills and resources
What does Section 6 allow the Ombudsman to do?
- Make recommendations to remedy, mitigate and alter adverse effect
- Extend recommendations to other similar agencies facing similar issue
What does Section 8A allow the Ombudsman to do?
Refer any legal questions to High Court for clarification and resolution
