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Appendix 4. A Summary of the Ombudsman's Guide to Internal Complaints Systems

Appendix 4. A Summary of the Ombudsman's Guide to Internal Complaints Systems

A Summary of the Ombudsman's Guide to Internal Complaints Systems

In conjunction with his 1997 Annual Report the Ombudsman published a booklet aimed at encouraging public bodies to set up their own internal complaints systems. The guide outlined the benefits of having such a system and also outlined the practical steps required in setting up and operating it. In addition, it set out the essential features of a good internal complaints system and pointed out how to achieve and assess benefits from the system. Copies are available from the Office or may be accessed at www.ombudsman.ie.

In setting out the benefits of having an internal complaints system the Ombudsman identified benefits both for the public and the public bodies with such systems.

Benefits for the Public

• provide a quick, easy, and cost-effective means of resolving difficulties with public bodies and obtaining redress where necessary;
• foster a greater sense of inclusiveness or partnership on their with the public service;
• promote a sense of empowerment in the individual by enabling him or her to have a role in contributing to improvements in the public service and
• give them an assurance that their complaints are being taken seriously and that they are being treated properly, fairly and impartially.

Benefits for Public Bodies

• providing a means through which the public can tell the body how well it is doing in its efforts to provide an improved quality service;
• serving as a quick and efficient means of resolving difficulties which may arise;
• avoiding the extra time and cost involved in further appeals;
• promoting good relations and communications with the public;
• encouraging a positive attitude towards the administrative system;
• indicating where problems exist in the provision of services;
• highlighting shortcomings in the administrative system and areas which might need improvement and
• helping the public body to avoid unfavourable publicity.

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