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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.

  • 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.  

  • 2021-08-10

    Le Médiateur de la République du Kosovo a rencontré des représentants d’organisations de la société civile

    Le Médiateur, M. Naim Qelaj, a rencontré jeudi les représentants d’organisations non gouvernementales s’occupant d’activités dédiées aux personnes handicapées.

  • 2015-11-04

    Contacts

    Starter Kit contact For any questions or comments regarding this Starter Kit, please contact the Western Australian Ombudsman’s office by email: communications@ombudsman.wa.gov.au   Australian Ombudsman Offices Commonwealth Ombudsman Website: http://www.ombudsman.gov.au Email: ombudsman@ombudsman.gov.au Phone: 1300 362 072 Fax: 02 6276 0123 Postal: GPO Box 442, CANBERRA ACT 2601   New South Wales Ombudsman Website: http://www.ombo.nsw.gov.au Email: nswombo@ombo.nsw.gov.au Phone: 02 9286 1000 Toll free (outside Sydney metro): 1800 451 524 Fax: 02 9283 2911 Postal: Level 24, 580 George Street, Sydney NSW 2000   Northern Territory Ombudsman Website: http://www.ombudsman.nt.gov.au/ Email: nt.ombudsman@nt.gov.au Phone: (08) 8999 1818 Free call: 1800 806 380 Postal: PO Box 1344, Darwin NT 0801   Queensland Ombudsman Website: http://www.ombudsman.qld.gov.au Email: ombudsman@ombudsman.qld.gov.au Phone: 07 3005 7000 Freecall: 1800 068 908 (outside Brisbane) Fax: 07 3005 7067 Postal: GPO Box 3314, Brisbane QLD 4001   South Australian Ombudsman Website: http://www.ombudsman.sa.gov.au Email: ombudsman@ombudsman.sa.gov.au Phone: (08) 8226 8699 Toll free: 1800 182 150 (outside metro SA only) Facsimile: (08) 8226 8602 Postal: PO Box 3651, Rundle Mall SA 5000   Tasmanian Ombudsman Website: http://www.ombudsman.tas.gov.au/ Email: ombudsman@ombudsman.tas.gov.au Phone: 1800 001 170 (free call nationally) Postal: GPO Box 960 Hobart 7001   Victorian Ombudsman Website: https://www.ombudsman.vic.gov.au/ Email: ombudvic@ombudsman.vic.gov.au Phone: 03 9613 6222 1800 806 314 (Regional) +61 3 9613 6222 (International) Fax: 03 9614 0246 Postal: Level 1 North Tower, 459 Collins Street, Melbourne VIC 3000 DX210174 Melbourne   Western Australian Ombudsman Website: http://www.ombudsman.wa.gov.au Email: mail@ombudsman.wa.gov.au Phone: 08 9220 7555 Freecall: 1800 117 000 (toll free for country and interstate callers) Facsimile: 08 9220 7500 Postal: Ombudsman Western Australia, PO Box Z5386 St Georges Terrace PERTH WA 6831   Pacific Region Ombudsman Offices Ombudsman of the Cook Islands Website: http://www.whupi.com/ombudsman/ Email: complaints@ombudsman.gov.ck Phone: (682) 20 605 Fax: (682) 21 605 Postal: PO Box 748, Avarua, Rarotonga, Cook Islands   The Ombudsman of Hong Kong Website: http://www.ombudsman.hk Email: enquiry@ombudsman.hk Phone: (852) 2629 0555 Fax: (852) 2882 8149 Postal: G.P.O. Box No. 3300, Hong Kong New Zealand Ombudsman Website: http://www.ombudsman.parliament.nz Email: info@ombudsman.parliament.nz Phone: 0800 802 602 (+64 4 4739533) Fax: (04) 471 2254 Postal: PO Box 10152, Wellington 6143   Ombudsman Commission of Papua New Guinea Website: http://www.ombudsman.gov.pg Email: ombudspng@ombudsman.gov.pg  Phone: (675) 308 2600 / 308 2620 Toll Free: (675) 1801800 Fax: (675) 320 3211 Postal: Ground Floor, Deloitte Tower, Douglas Street, PO Box 1831 PORT MORESBY 121National Capital District, Papua New Guinea   Office of the Ombudsman Samoa Website: http://ombudsman.gov.ws/ Email: info@ombudsman.gov.ws Phone: +685 25394 Fax: (685) 2186 Postal: Apia Central Bank Building Level 5   Office of the Ombudsman of Solomon Islands Email: ombudsman@solomon.com.sb Phone: (677) 28135 / (677) 28625 Fax: (677) 28626 Postal: PO Box 535, Honiara, Solomon Islands   The Control Yuan Website: http://www.cy.gov.tw/mp.asp?mp=21 Email: cymail@ms.cy.gov.tw Phone: :(+886) 2-2341-3183 Fax: Fax:(+886) 2-2341-0324 Postal: No.2, Sec. 1, Zhongxiao E. Rd., Taipei City 10051, Taiwan (R.O.C.)   Commissioner for Public Relations of the Kingdom Of Tonga Email: primzolta@yahoo.com.au Phone: 00 (676) 26980 or (676) 26 981 Fax: (676) 26 982 Postal: Commission for Public Relations, Lavinia Road, NUKU’ALOFA TONGA   Office of the Ombudsman- Republic of Vanuatu Email: ombud.vt@vanuatu.com.vu Phone: (+678) 27200 Fax: (+678) 27140 Postal: Office of the Ombudsman, Private Mail Bag 9081, Port Vila, Vanuatu

  • 2015-11-04

    Stakeholder engagement

    This section of the Starter Kit provides information and resources relating to the office’s engagement and communication with its key stakeholders. Members of Parliament – Interacting with Members of Parliament and government Ministers. Journalists – Expectations of staff for communicating with the media and journalists and in other forums. Agencies – Improving public administration through interaction with agencies. Outreach and awareness – Considerations for raising awareness about the office’s services in the community, and enhancing access for the public.

  • 2015-11-04

    Outreach and awareness

    Ensuring that all of the community are aware of, and can access, services should be an essential objective of the office.

  • 2015-11-04

    Government agencies

    Ombudsmen engage with agencies to improve public administration in various ways, not just through resolving and investigating complaints.

  • 2015-11-04

    Conducting investigations

    Approaches to investigating complaints vary according to a number of factors, including the jurisdiction of the Ombudsman’s office, the agencies and other parties involved, the complexity of the matter, and the intended outcome.

  • 2015-11-04

    New functions and a growing office

    Communities are demanding a greater level of transparency and accountability from government as well as those delivering services that were once the responsibility of the public sector. In looking for additional accountability mechanisms, governments often first look to existing mechanisms, such as Ombudsmen, that are trusted, effective and where the additional oversight functions are comparatively inexpensive to implement.

  • 2015-11-04

    Measuring and monitoring performance

    As with any other public or private sector organisation, it is important that offices monitor, measure and report on their performance. This will provide the Ombudsman and senior staff with confidence in the work of the office. It will also allow the office to demonstrate to the community that it is making appropriate and efficient use of the funding and resources with which it is provided. In some jurisdictions, this information can also be of assistance to the Parliamentary Committees tasked with overseeing the work of the Ombudsman. Offices can use this information to support applications for additional funding and resources, particularly if there is a clear increase in a particular area of the office’s work. And finally, this information will be useful to demonstrate the office’s importance to the community.

  • 2015-11-04

    Strategic and business planning

    Strategic and business planning is an important part of an office’s corporate governance framework. Its purpose is to continuously improve the office’s outward-facing and inward-facing services by establishing a set of clearly defined expectations and outcomes.

  • 2015-11-04

    How 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.

  • 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.

  • 2015-10-27

    Más de 20 mil firmas en apoyo al proyecto de la Defensoría para prevenir y enfrentar la violencia de género

    La iniciativa que la Defensoría del Pueblo de la Ciudad Autónoma de Buenos Aires presentó en la Legislatura porteña, impulsada conjuntamente con la Casa del Encuentro, el Equipo Latinoamericano de Justicia y Género (ELA), el Comité Argentino de Seguimiento y Aplicación de la Convención Internacional de los Derechos del Niño y la Red Internacional de Periodistas con Visión de Género en Argentina, ya cosechó más de 20 mil adhesiones a través de la popular plataforma de peticiones change.org.

  • 2015-10-27

    Ombudsman launches new website

    In a ceremony held on 19 October 2015, the Office of the Ombudsman of The Gambia presented its new website. In her welcome remarks, Ombudsman Fatou Njie-Jallow indicated that the website is aimed at creating more awareness among citizens about the role and function of the Office and she encouraged all to make use of the online complaints service which, she indicated, would save them time and energy.

  • 2015-10-27

    August-September Information Bulletin, 2015

    The Public Defender presented a combined bulletin of August and September. The document reviews Public Defender’s recommendations and proposals, which were submitted to the relevant agencies for further response, as well as Public Defender’s public statements on the issues of particular importance in terms of protection of human rights.

  • 2021-08-04

    Le Médiateur de la République du Mali lance les activités de la 25e session de l’espace d’interpellation démocratique

    Reportée en 2020 pour raison de la pandémie de Covid-19, la 25ème session de l’espace d’interpellation démocratique (EID) a été lancée mercredi 30 juin 2021, dans la salle de conférence du bureau du Médiateur de la République par le Secrétaire permanent de l’EID, Adama Tiémoko Traoré, au nom du Médiateur de la République, Mme Sanogo Aminata Mallé

  • 2021-08-04

    Beatriz Barrera: “Existe una mayor coordinación interinstitucional en cuestión de Igualdad y Violencia de Género”

    La adjunta de Igualdad y la diputada, Jana González, se reúnen para establecer lazos de colaboración en aras de tratar las políticas de Igualdad de la isla de Fuerteventura.

  • 2021-08-04

    Australia - Victorian Ombudsman - The Ombudsman for Human Rights: A Casebook - EN (Aug 2021)

  • 2015-10-23

    Ombudsman reveals wide range of public service failures across NHS in England and UK government departments

    Too many unresolved complaints are being taken to the Parliamentary and Health Service Ombudsman which could have been resolved by public services locally, meaning that people are left waiting longer for answers and that much needed service improvements are delayed.

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