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2015-11-04Government agencies
Ombudsmen engage with agencies to improve public administration in various ways, not just through resolving and investigating complaints.
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2015-11-04
Receiving and assessing complaints
How complaints are received and assessed can vary depending on a number of factors, including the jurisdiction of the Ombudsman, the agencies and other parties involved, the actions that the complainant has already taken, and the complainant’s desired intended outcome.
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2015-11-04
Records management
Proper maintenance of records is an important part of a well-functioning organisation. It is particularly important that Ombudsman offices have good record management practices because it is a key area where Ombudsmen often identify poor practice in agencies in their jurisdiction. In addition, Ombudsman offices often deal with sensitive and, sometimes, highly confidential or secret information.
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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.
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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.
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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.
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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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2015-11-03
Ombudsman Hong Kong commends positive attitudes towards complaint management
On 29 October 2015, Hong Kong Ombudsman Connie Lau, announced at the 19th Ombudsman’s Awards Presentation Ceremony that the Immigration Department (ImmD) has won this year’s Grand Award, while the Correctional Services Department (CSD) and the Legal Aid Department (LAD) are the runners-up. Individual awards were given to 50 public officers for their outstanding performance in providing quality customer service. More than 200 guests from various government departments and public organisations attended the annual presentation ceremony.
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2012-04-06Sweden - Annual Report 2007 (Swedish+EN)
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2021-07-09
Ombudsman publishes Annual Report 2020
Victoria Pearman, Ombudsman for Bermuda, has submitted her Annual Report for 2020 to the Speaker of the House of Assembly in accordance with her statutory duty under the Ombudsman Act 2004. The Report was tabled in the House of Assembly this morning and is available to the public.
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2021-07-09
Unlocking Solutions in Imaging: working together to learn from failings in the NHS
The Parliamentary and Health Service Ombudsman (PHSO) has published a report about complaints related to NHS imaging. It highlights failings in the way X-rays and scans are reported on and followed up across the health service. The report includes recommendations for a system-wide programme of improvements for more effective and timely management of X-rays and scans. Ombudsman Rob Behrens has written to the Government urging it to prioritise improvements to NHS imaging services as part of the health sector's recovery from the COVID-19 pandemic.
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2021-07-09
Ombudsman for Bermuda - Press Release - Annual Report 2020
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2021-07-09
Ombudsman for Bermuda - Annual Report 2020 - EN
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2021-07-08
Parliament Commissioner for Human Rights issues report on Observance and Protection of Human Rights in 2020
In accordance with Article 18 of the Law on the “Ukrainian Parliament Commissioner for Human Rights,” the office of the Commissioner submitted the Annual Report 2020 on the status of observance and protection of human rights and freedoms of citizens of Ukraine.
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2021-07-08
Folleto de información: Qué es el IIO (ES)
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2021-07-08
Brochure d'information: Sur l'IIO (FR)
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2015-10-30
ILO organiza seminario internacional en México
El III Seminario Internacional sobre " Derechos Humanos y Metrópolis - La defensa de los Derechos Humanos y Universitarios – Del Multiculturalismo a la Interculturalidad: Las Defensorías Especializadas” se llevará a cabo el 5 y 6 de noviembre de 2015 en la Ciudad de México. El seminario esta coorganizado por el Instituto Latinoamericano del Ombudsman–Defensor del Pueblo (ILO) y la Universidad Autónoma Metropolitana (UAM).
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2021-07-07
Parliamentary Ombudsman's 2020 Annual Report
Petri Jääskeläinen, the Parliamentary Ombudsman, presented the Parliamentary Ombudsman's Annual Report 2020 to Anu Vehviläinen, Speaker of Parliament, on Thursday 17 June. Like the previous year, a record number of complaints were received in 2020, in total 7,059. This is around 800 (13%) more than in 2019 (6,267).
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2021-07-07
Control Yuan promotes Sunshine Acts
The Control Yuan is the official body responsible for the execution of the Sunshine Acts in Taiwan. The purpose of these Acts is to prevent corruption and the deleterious effects of money in politics and to promote clean politics.