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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
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
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
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.
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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
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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2021-07-23Défenseur des Droits - Rapport - Technologies biométriques: l'impératif respect des droits fondamentaux
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2015-10-27
Making access to justice a reality for all
Despite access to justice being a core fundamental right, barriers prevent many from exercising this legal right. European Day of Justice on 25 October serves to remind us of the need to improve access to justice and raise awareness of the key role this right plays in itself and in enabling other rights to be claimed.
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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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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.
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2021-07-21
Summary of Decisions – Board Meeting 26 May 2021 (by electronic means)
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2021-07-21
Summary of Decisions – Board Meeting 19 May 2021 (by electronic means)
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2021-07-20
NIPSO Quarterly Bulletin Summer 2021
The Northern Ireland Public Services Ombudsman (NIPSO) published the summer edition of its Quarterly Bulletin. The Bulletin aims to provide readers with a short, easy-to-read summary of news from the office, drawing attention to NIPSO’s most recent investigation reports, providing updates on new initiatives, and highlighting other aspects of the Ombudsman’s work.
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2021-07-20
NIPSO Quarterly Bulletin Summer 2021
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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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2021-07-19
27. Reporte semanal “Derechos humanos en perspectiva internacional”
Les hacemos llegar el 27. Reporte Semanal de “Derechos Humanos en Perspectiva Internacional” elaborado por el Programa de Observación y Asistencia para el Fortalecimiento de las Defensorías del Pueblo, que forma parte de la Unidad de Política Institucional de la Defensoría del Pueblo de la Ciudad Autónoma de Buenos Aires (Argentina).
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2021-07-19
27. Reporte Semanal de “Derechos Humanos en Perspectiva Internacional” (09 – 15 de julio de 2021)