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Ombudsman may investigate in the public interest even if no complaint
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"Own Motion Investigation" |
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Complaint received from public
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Complaints may be:
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oral, electronic, written
by persons aggrieved (or family
if persons cannot act for
themselves)
within 1 year of event
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| Do we have jurisdiction? |
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Refer Complaint to more appropriate authority |
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Is complaint about a Government
Board, Department, or Public Authority?
Is matter exempt (Cabinet, court
proceeding, crime or employment issue)?
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| Did Complainant try existing complaint or appeal process? |
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Refer Complaint to appropriate process |
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Ombudsman can investigate even if matter cannot be further appealed or is final
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Preliminary Inquiries
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Decline with reasons
Mediate |
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Inquiries resolve complaint; or
Investigation or mediation; or
Ombudsman declines |
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Investigation
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Ombudsman may visit sites,
require documents, question under oath, summon any
witness
Due process opportunity
to respond
Update complaint periodically
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Findings and Closure
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No Maladministration |
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Maladministration with Recommendations
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Ombudsman makes:
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specific recommendations re complaint and/or
general recommendations on how to improve practices and precedures
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Authority has 20 business days to respond to recommendations
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Notify Ombudsman of steps taken or proposed to implement or reasons for not doing so
Ombudsman accepts if adequate or appropriate
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Special Report to Parliament if response is inadequate or inappropriate
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For other complaints, Ombudsman may summarise (without names) in Annual Report
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