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2015-11-04How to build and maintain independence
Possibly the most important element to the success of an Ombudsman is the office’s independence. It must not be, or be seen to be, answerable to the government of the day or to the agencies within the office’s jurisdiction. At the same time, the office must also not be or be seen to be a community advocate. The Ombudsman must clearly be acting in the public interest at all times.
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2015-11-04
Guiding principles
The Ombudsman is a core institution of modern government with a role to promote and protect human rights, contribute to the maintenance of the rule of law and as a pathway to accessible, timely and effective administrative justice. As the Ombudsman has a significant role to keep the executive government to account, the Ombudsman and the Ombudsman’s office must act, and be seen to act, with a high degree of integrity and accountability.
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2015-11-04
APOR Starter Kit
Starter Kit for New Ombudsman and Developing or Expanding Offices Welcome to a collection of Ombudsman resources, guidance and useful advice, prepared for the members of the Australasian and Pacific Ombudsman Region (APOR) with the financial support of the International Ombudsman Institute (IOI). This ‘starter kit’ is designed to provide assistance to newly established Ombudsman offices, as well as to those undergoing expansion or looking for assistance to develop existing services or new functions. The resources in this Sarter Kit are set out under a number of broad topics: Core principles Guiding principles How to build and maintain independence Governance and office management Strategic and business planning Measuring and monitoring performance New functions and a growing office Risk management Records management Challenges to jurisdiction Complaints and investigations Receiving and assessing complaints Conducting investigations Managing parties to a complaint Stakeholder engagement Members of Parliament Journalists Government agencies Outreach and awareness Contacts These pages provide information about the topic and include a range of resources relevant to the topic from other APOR members. This starter kit is a dynamic resource, meaning that the resources may be updated and new resources added over time. New or amended resources If your office has any resources you think may be useful to others, or previously provided resources that have been updated, please contact the Western Australian Ombudsman’s office by email at communications@ombudsman.wa.gov.au. Use of terms Throughout this Starter Kit, some common terms have been used: ‘Agencies’ refers to the Departments, authorities, organisations and other service provides within the Ombudsman’s jurisdiction. ‘Office’ means the office of the Ombudsman. ‘Ombudsman’ refers to the chief executive of the office, and if there are more than one Ombudsman, any or all of them, as relevant. ‘Public officers’ means the people employed in agencies. ‘Staff’ means the people employed in the office under the direction and control of the Ombudsman.
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2015-11-05
Ombudsman launches investigation into handling of workers compensation claims
The Victorian Ombudsman has commenced an ‘own motion’ investigation into the management of workers compensation claims in Victoria.
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2015-11-05
Scottish Public Services Ombudsman publishes Annual Report 2014/2015
The Office of the Scottish Public Services Ombudsman published its 2014-15 annual report. It charts another year of achievement for the SPSO. We handled a record number of complaints about public services, and further improved our productivity and the quality of our service. We helped almost 5,600 people, providing independent advice and support and looking into the issues people brought us where we could. Our investigations led to over 1,400 recommendations for improvement to public services.
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2015-11-05
Public Services Ombudsman for Wales quarterly Casebook published
Issue 22 of the Public Services Ombudsman for Wales’ Casebook (July-September 2015) has been published. The Casebook is a collection of summaries of cases dealt with in the previous quarter.
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2015-11-06
Ombudsman’s office marks 40 years of helping citizens, improving governance
The Office of the Ontario Ombudsman celebrated 40 years of helping citizens resolve issues with the provincial government on 30 October 2015. The occasion comes as the office embarks on an historic expansion of its mandate – something the first Ombudsman began calling for in 1975.
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2015-11-09
Croatian People’s Ombudswoman visits Austrian Ombudsman Board
Ombudswoman Lora Vidović followed an invitation from the Austrian Ombudsman Board and came to Vienna for a two-day visit to exchange experiences and expertise on the ex-post as well as preventive work of the two offices.
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2015-11-10
November edition of Ombudsman Newsletter
The Office of the Ethiopian Institution of the Ombudsman (EOI) launched the November issue of its regular newsletter, which can now be accessed here.
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2015-11-06
Conference on a human rights approach to the work of Ombudsmen
The Northern Ireland Ombudsman (NIO) and the Northern Ireland Human Rights Commission (NIHRC), with funding support from the IOI, have undertaken a three year project to optimize the resources of their respective organisations with the objective of improved outcomes for the service user and enhanced public services overall. In May 2016 the offices of the NIO and the NIHRC warmly invite you to participate in an International Conference which will focus on sharing the features and benefits of the developed human rights manual.
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2015-11-12
Adult social care complaints to the Ombudsman on the increase
The Local Government Ombudsman (LGO) is publishing its complaints statistics for adult social care – including data for both councils and private care providers – in its Annual Review of Adult Social Care Complaints 2014/15. The report is being published as part of the LGO’s role as the social care ombudsman, to encourage transparency and accountability across the whole adult social care complaints system.
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2015-11-13
IOI welcomes new members
During its annual meeting, held in Namibia in September 2015, the IOI Board of Directors took decisions on applications for IOI membership and is delighted to welcome five institutions as new Voting members to the IOI family.
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2015-11-13
La Defensoría del Pueblo registró 214 conflictos sociales durante el mes de octubre
La Defensoría del Pueblo presentó el Reporte de Conflictos Sociales N° 140, correspondiente al mes de octubre de 2015, el cual da cuenta –entre otros aspectos- que durante ese período se registraron 214 conflictos sociales (151 activos y 63 latentes). Respecto al mes anterior vemos que se incorporaron dos casos nuevos, dos reactivados, se resolvieron dos, dos casos salieron del registro debido a su inactividad prolongada y dos casos pasaron de estado activo a latente.
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2015-11-13
Parliamentary and Health Service Ombudsman comments on adult social care complaints report
Commenting on the Local Government Ombudsman's report highlighting the number of complaints it has received about adult social care in 2014/15, and the reasons behind the complaints, Parliamentary and Health Service Ombudsman Julie Mellor confirms that the number of unresolved complaints receive about the NHS in England and UK government departments is steadily increasing.
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2015-11-16
NSW Ombudsman Annual Report 2014-2015
The Acting Ombudsman has today tabled his Annual Report for 2014-2015. The report outlines the work of the Office for the year, including its complaint handling and systemic work. This year, the Ombudsman received 40,306 complaints and notifications. The Office further continued to develop and refine its approach to identifying and responding to systemic issues identified across its jurisdiction.
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2015-11-16
El Síndic de Greuges recibe una delegación del Defensor del Pueblo de Turquía
El Defensor del Pueblo Valenciano participa en un programa europeo para fortalecer la institución del Defensor turco. El Síndic de Greuges de la Comunitat Valenciana recibe esta semana una delegación de once funcionarios del Defensor del Pueblo turco, institución que comenzó a funcionar en 2013.
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2015-11-16
La ADPRA pidió que cubran las Defensorías del país que se encuentran vacantes
El Defensor del Pueblo de la Ciudad Autónoma de Buenos Aires y Presidente de la Asociación de Defensores del Pueblo de la República Argentina (ADPRA), exhortó a los candidatos a presidente a que, en caso de resultar elegidos, se comprometan a impulsar la designación del Defensor/a del Pueblo de la Nación y de los/as titulares de todas las Defensorías del Pueblo provinciales y municipales del país que se encuentran vacantes.
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2015-11-18
Migrants and fundamental rights
The Defender of Rights has issued a report in October 2015 on “Migrants and fundamental rights: the situation in the territory of Calais” based on two visits conducted in June and July 2015, highlighting violations in the field of fundamentals rights regarding the migrants living in Calais.
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2015-11-20
Ombudsman Sindh orders the Municipal Authorities of Karachi to furnish information to NGO
The Provincial Ombudsman initiated action on behalf of the complainant, as the Executive Engineer of the District Municipal Corporation, Karachi East had refused to provide information, though the complainant was entitled to get the same under the Freedom of Information Act, 2006.
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2015-11-23
Mr Concincion appointed as the Ombudsman
On 13th of October 2015, Mr Keursly Concincion was appointed as the new Ombudsman of Curaçao for a term of six years. He was sworn in on the 27th of October 2015 by the President of the Parliament of Curaçao.
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