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2015-11-13La 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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2015-11-12LGO Review on adult social care complaints 2014/2015 (Nov. 2015) - EN
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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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2015-11-10
EOI: Newsletter November 2015
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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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2015-11-04
Core principles
This section of the Starter Kit provides information and resources relating to the core principles of what it means to be an Ombudsman. Guiding principles - principles for operating an office which acts, and is seen to act, with a high degree of integrity. How to build and maintain independence - the role of the Ombudsman as an independent officer, and characteristics of independence.
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2015-11-04
Complaints and investigations
This section of the Starter Kit provides information and resources relating to the office’s core complaint handling functions. Receiving and assessing complaints Conducting investigations Managing parties to a complaint
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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.
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2015-11-04
Government 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
Journalists
To ensure a consistent and professional approach, it is important that the office speaks with one official public voice.
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2015-11-04
Members of Parliament
The relationship between the Ombudsman and Parliament will depend on the office’s enabling legislation and the structure of government.
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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
Risk management
Standard ISO 31000:2009 Risk Management – Principles and guidelines defines risk as the ‘effect of uncertainty on objectives’. It is important that Ombudsman offices have policies and procedures in place to identify, assess, manage/mitigate and monitor a range of risks, and that these are reviewed and evaluated at appropriate intervals.
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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
SPSO - Annual Report 2014/2015 - EN
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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.