BackMichael DeSilva, the Ombudsman for Bermuda, has submitted his Annual Report for 2024 to the Speaker of the House of Assembly in accordance with his statutory duty under the Ombudsman Act 2004. The report was tabled in the House of Assembly on 27 June 2025 and it is now available to the public.
The Ombudsman’s Office handled 285 cases in 2024, comprising 223 new cases received during the year and 62 cases carried forward from previous years. This represents a consistent demand for our services. Of the new cases, 191 were formal complaints while 32 were enquiries seeking guidance. 69 complaints were not in our jurisdiction, and we referred 30 complainants to more appropriate authorities to address their issues.
The Office successfully disposed of 234 cases during the year, with 82% of the caseload being closed at year-end, and only 51 cases remained open. This represents an improvement in case management efficiency.
The 2024 report demonstrates the Office’s strategic emphasis on face-to-face engagement with complainants and government authorities. This approach has assisted with effective case resolution, with the office prioritising ‘improvement-focused discussions’ that allow for collaborative problem-solving with authorities and reduce the need for formal investigations.
Public Officers are expected to deal with all people fairly and impartially, and to provide a highâquality service. However, the Office recognises that they are not expected to tolerate behaviour that is abusive, offensive, threatening, or which makes it difficult for them to deliver service. Accordingly, the report provides comprehensive guidance for public authorities on managing unreasonable complainant behaviour while maintaining procedural fairness.
International collaboration remained a priority in 2024, with staff attending conferences in the Netherlands, Botswana, and California. Notably, Investigations Officer Aquilah Fleming received an Outstanding Exhibitor award at the International Ombud Expo 2024, while the office continued its active participation in Caribbean, Canadian, UK, and US ombudsman associations.
Mr. DeSilva said, “We continued to implement our Strategic Plan throughout 2024 to increase public outreach, engage with public authorities, improve our processes, and speed up our casework. But we do not sacrifice quality for quantity; the Office is committed to thorough, human-centred complaint resolution.”
“Behind every complaint that crosses our desks is a person – often frustrated, sometimes angry, frequently feeling unheard – who has turned to us as their last hope. It is this deeply personal dimension of our mandate that continues to humble and motivate me.” Mr. DeSilva added, “This human-centred approach has become increasingly central to our methodology, and I believe it has made us more effective advocates for fair and reasonable outcomes.”
The Ombudsman’s Annual Report is available to download here.
Source: The Office of the Ombudsman for Bermuda
