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Information Manual (S15)

DELIVERY OF SERVICE

The Office aims to make its service available to the public with the minimum of formality. Any individual (or his/her representative), company, organisation or association can make a complaint. This can be done in person - whether by telephone or personal visit to the Office - or in writing or by e-mail. Complaints may also be made through temporary offices which are provided at a number of venues from time to time throughout the year. Complaints may be made in English or in Irish. In some instances, complainants who have initially made a complaint orally may be asked to make the complaint in writing. There is no charge for the service provided by the Ombudsman. Before taking up a complaint with the Ombudsman, the person must have availed of whatever rights of appeal exist or have otherwise sought to have the problem resolved.

Where a complaint falls within the remit of the Ombudsman, it is acknowledged and an examination is initiated. When the subject matter of a complaint is outside remit, this is explained to the complainant and the complaint will not be accepted. Where possible in such cases, the complainant is directed to other offices or bodies for assistance.

The Ombudsman has considerable powers under the Ombudsman Act in examining a complaint. These powers include the right to require the production of any document or information deemed relevant and the right to require any person (whom the Ombudsman thinks may have relevant information or documentation) to attend before the Ombudsman.

Many cases are resolved in an informal manner during the preliminary examination. In more complex cases, the Ombudsman carries out a formal investigation of the complaint. If the Ombudsman finds that a complaint is wholly or partially justified he reports this to the body concerned. He may recommend that the body review its action or change its decision. The complainant is kept informed of progress and is advised of the outcome immediately on completion of the examination or investigation.

Examinations and investigations are carried out in line with the Office's procedures. Central to these procedures is a recognition of the requirement to be fair to all the parties concerned. The Ombudsman's procedures are flexible and, in particular, allow for informal resolutions to problems in many instances.

The Ombudsman is anxious to promote good standards of public administration amongst the bodies subject to his jurisdiction. To this end, the Ombudsman has published certain Principles of Good Administration, a Guide to Standards of Best Practice for Public Servants and Settling Complaints - The Ombudsman's Guide to Internal Complaints Systems. The text of these short documents is contained in the Appendix to this manual.

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