• You are here:
• Home /
• Publications /
• Annual Reports /
• Annual Report of the Ombudsman 1994

Annual Report of the Ombudsman 1994

Chapter Two - The Year's Work

Numbers of Complaints

In 1994, the Office of the Ombudsman received a total of 3,160 complaints, a figure which is comparable to the numbers received in previous years. Of these complaints, 671 were outside my jurisdiction, leaving a balance of 2,489 valid complaints. In addition, there was a carry-over of 641 complaints from 1993 resulting in a total of 3,130 complaints to be dealt with in 1994. Of these, 2,321 were finalised during the year leaving a balance of 809 to be carried forward to 1995.

Of the 2,321 complaints finalised in 1994, 414 were resolved in favour of the complainant, while in 580 complaints assistance of one form or another was provided. The number not upheld was 914, a further 355 were discontinued and 58 were withdrawn by the complainant.

A breakdown of the number of complaints within jurisdiction handled during 1994 shows that 48% or almost half concerned Civil Service Departments and Offices. Of these Civil Service related complaints, 54% involved the Department of Social Welfare, 15% concerned the Department of Agriculture, Food and Forestry and 12% were against the Revenue Commissioners. Of the total handled during 1994, 23% concerned Local Authorities, 14% involved Health Boards and the balance of 15% were against Telecom Éireann and An Post (12% and 3%, respectively).

The continuing high level of complaints received which were outside my jurisdiction (over 21% of the total received in 1994) indicates a level of confusion among the general public about the role of the Ombudsman's Office, as well as perhaps pointing to the need for simplification of the terms of my remit. I intend to address the question of public awareness through a publicity campaign. I also hope to ensure that my remit is made clearer by seeking amendments to the Ombudsman Act, 1980.

Strategic Management Initiative

The Office produced a strategic management action plan in November 1994, which sets out the steps which we believe we need to take to meet the challenges facing the Office of the Ombudsman over the course of the next three to five years. Staff at all levels in the Office were involved in the production of the plan, both through staff workshops and through discussion databases on our computer network.

The plan sets out the contribution which the Office of the Ombudsman can make to the process of strategic management in the civil service, explains and emphasises the independent nature of the Office and describes our mandate. It presents a mission statement for the Office which summarises our purpose, it outlines the values which inform our work and attempts to analyse our working environment and the factors likely to affect our operations. It identifies eight corporate goals to be achieved over the next three to five years and outlines the strategies to be implemented in pursuit of these goals. Staff in the Office are currently involved in small working groups whose job it is to move towards the implementation of these strategies. Among the goals identified were improving the quality of service which we offer to our clients; improving our public image; improving our communications and increasing our efficiency. I hope to describe in future reports the progress made towards achieving these goals.

In the course of developing the plan, staff set out what they saw as the basic purpose and philosophy of the Office and produced the following "mission statement":

"We are committed to serving the public and assisting the agencies within our remit by providing an independent, objective, fair and efficient complaints examination service. We recommend a remedy where appropriate and we identify the causes of maladministration, reporting annually to the Oireachtas."

This statement is worth quoting because it emphasises that our primary focus is on serving the client; that we strive to be fair to all sides in a dispute and that we are not bound by strict legal doctrines or rules of precedent, but aim to provide an equitable resolution to complaints. Our priority is the examination of complaints in a speedy and efficient manner; delay can defeat justice and we try to eliminate such delay in our own operations. In cases where we find a complaint to be justified, we recommend redress. While we cannot impose a remedy, I can use my power to make a special report to the Oireachtas. Where we can identify a common thread to complaints, we address this general issue with a view to eliminating the underlying cause and contributing to the raising of standards of public administration.

Regional Visits

During 1994, the policy of sending staff out on regional visits continued and centres in Galway, Ennis, Waterford, Clonmel, Carlow, Tralee, Monaghan, Letterkenny and Dundalk were visited. Over 500 people called to these centres. These visits serve a dual purpose; they enable people to contact Office of the Ombudsman staff personally, and they also serve to increase public awareness of the role of the Office.

In addition, the programme of monthly visits to some areas outside of Dublin continued. This started in Cork in 1992 and involves staff being in attendance on a regular basis in the offices of the Citizens' Information Centres or in Social Services Centres. During 1994, staff attended monthly at the Citizens' Information Centres in Cork and Limerick, and at the Sligo Social Service Office. A further 350 people called to these offices and therefore in excess of 850 individuals were seen by my staff outside of Dublin. During 1995, I will commence similar services in Galway and Waterford.

I would like to thank all who have helped in making these visits a success, particularly those who assisted in publicising them, including local radio and press. I would also like to express my thanks to the Board and staff of the National Social Service Board. For the past number of years their co-operation in increasing public awareness of this Office, through their contacts with the network of Citizens' Information Centres, has been invaluable.

Complaints handled in 1994

COMPLAINTS                                NUMBERS

Received in 1994                            3,160
Outside jurisdiction                          671
Total within jurisdiction                   2,489
Carried forward from 1993                     641
Total for 1994                              3,130

Breakdown of Complaints within Jurisdiction Handled in 1994

BODY                                      NUMBERS

CIVIL SERVICE                               1,493
-  Social Welfare                             807
-  Agriculture, Food and Forestry             220
-  Revenue Commissioners                      186
-  Education                                  105
-  Environment                                 38
Other Civil Service Departments               137
LOCAL AUTHORITIES                             731
HEALTH BOARDS                                 435
TELECOM ÉIREANN                               383
AN POST                                        88
TOTAL                                       3,130
    

Complaints finalised in 1994

COMPLAINTS                                NUMBERS

Finalised                                   2,321
Of which:
-   Complaints Resolved              414
-   Assistance Provided              580
-   Not Upheld                       914
-   Discontinued                     355
-   Withdrawn                         58
CARRIED FORWARD TO 1995                       809

INVALID COMPLAINTS RECEIVED IN 1994

BODY                                      NUMBERS

Banking/Insurance                             107
Courts/Gardaí                                  49
Public Bodies outside remit                   183
Pay and Conditions                             39
Private Companies                             144
Miscellaneous                                 149
TOTAL                                         671

Back to contents