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2015-11-04Receiving 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
Challenges to jurisdiction
Ombudsman offices can face particular challenges when the executive government seeks to change the Ombudsman’s jurisdiction in a way that might limit the office’s ability to function effectively, or impact its independence.
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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
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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2015-10-30
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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2021-08-06
Fundamental Rights Forum 2021: less than 3 months to go!
The Fundamental Rights Forum 2021 is fast approaching, starting on 11 October. Hosted by the European Union Agency for Fundamental Rights (FRA), the Forum creates a unique platform for dialogue on pressing human rights challenges. It brings together diverse voices, uniting thinkers, makers, creators and doers. It will be an opportunity for young people in particular to voice their opinions.
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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.
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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.
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2021-08-05Protecteur du Citoyen du Québec - la Lettre du Médiateur concernant le projet de Règlement relatif à la Loi visant à assister les victimes d'infractions pénales et à favoriser leur rétablissement - FR (Aug 2021)
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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
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2015-10-23
Merida Declaration on NHRIs' role in implementing the 2030 Agenda for Sustainable Development
On 10 October 2015 a unique alliance of National Human Rights Institutions from all around the world adopted the Merida Declaration on the Role of National Human Rights Institutions in implementing the 2030 Agenda for Sustainable Development. This landmark document encourages all NHRIs, in line with their mandates under the Paris Principles, to collaborate in mutual capacity building and sharing of experiences to contribute to a human rights-based approach to implementation of the 2030 Agenda for Sustainable Development.
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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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2015-10-22
Presentación del informe anual 2014 en pleno del parlamento de Andalucía
El Defensor del Pueblo Andaluz ha comparecido hoy en Pleno del Parlamento para presentar el resumen del Informe Anual de 2014 y trasladarles las demandas de las más de 165.000 personas que han acudido a la Institución, y que se han materializado en cerca de 19.000 actuaciones en defensa y protección de los derechos: 9012 quejas tramitadas, 9185 consultas y cerca de 500 actividades de promoción de derechos.
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2015-10-22
Public Protector to ask Government for urgent intervention in Mamelodi Hospital
Public Protector Adv. Thuli Madonsela met with the management of Mamelodi Regional Hospital and conducted an inspection in loco following media reports about the appalling state of patient care at the hospital.
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2015-10-21
FRA report on better guardianship rules to protect child victims of trafficking
Of the several hundreds of thousands of people trafficked in the EU, one in six are children. Existing guardianship rules for such children, who are often without parental care, frequently leads to inadequate support and protection, finds the latest report from FRA.
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2021-08-02
Public Consultation on the Office of the Ombudsman Strategy Statement 2022 -2024
It is proposed that the Office of the Ombdusman will also be providing resources and shared services to a Protected Disclosures Office which is due to be established by the end of 2021. The Office is currently developing its Statement of Strategy for the period 2022-2024.
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2015-10-20
AOMF holds convention in Québec City
The 9th convention of the members of the Association des Ombudsmans et Médiateurs de la Francophonie (AOMF) culminated in the adoption of the Québec Declaration, which calls for strengthening and consolidation of mediation institutions as promoters of democratic values, the rule of law and respect for human rights.