ISRAEL | Ombudsman publishes special report

On 7 February 2023, the Ombudsman of Israel submitted to the Knesset (Israeli parliament) a special report that addresses the challenges and goals in providing services for older persons.

The special report focuses on older persons as receivers of service from the state authorities and on how they experience receiving the service. It highlights the barriers facing older persons when receiving services from public bodies. It also makes recommendations for service providers in these bodies in general and for complaint handlers in particular as to how to tailor the service that they provide to the needs of older persons.

The report contains five chapters:

  1. A statistical analysis of the characteristics of older complainants, the bodies against which older persons frequently complain and the main subjects of their complaints.
  2. The public service given to older persons and their service experience, based on the complaints investigated by the Office of the Ombudsman.
  3. An analysis of the discourse of older persons and their relatives on the social networks with regard to the accessibility of public service.
  4. A summary of the survey of ombuds institutions around the world pertaining to the investigation of complaints of older persons.
  5. Tailoring public service to older persons - recommendations to the public bodies that provide services, and in particular to bodies that handle the complaints of older persons, to improve the service rendered by them.

The presentation of the special report was followed by a discussion in the State Audit Affairs Committee of the Knesset, in which participated MK Mickey Levy, Chair of the Committee, Mr. Matanyahu Englman, State Comptroller and Ombudsman, Dr. Esther Ben-Haim, Head of the Office of the Ombudsman, and representatives of different public bodies.

Kindly find the opening remarks of the Ombudsman and the Head of the Office of the Ombudsman and the preface to the special report in the download section below.

A full English translation of the report will be available in the near future. 


Source: The Office of the State Comptroller and Ombudsman of Israel


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