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Cásanna Staidéir

A Digest of Cases (a selection of significant cases completed by the Ombudsman in 2000-2001)

• A selection of significant cases completed by the Ombudsman in 2000-2001
• A Report to the Dáil and Seanad in accordance with Section 6(7) of the Ombudsman Act, 1980

The publication, which is the first of its kind, is intended to complement the Ombudsman's Annual Reports and not only gives details of individual cases completed in 2000-2001, but highlights the developmental role of the Office of the Ombudsman over the years. The publication illustrates how the Office goes about its day to day work, its approach to complaint resolution and how it identifies administrative weaknesses in public bodies. The digest also explains how the Office uses its extensive powers in examining complaints and achieving redress for the public where maladministration has occurred.

FOREWORD

Under Section 6(7) of the Ombudsman Act, 1980 I am obliged to report to the Dáil and Seanad annually. Each of my Annual Reports highlights the main activities of the Office for the year in question, provides statistics on the workload and provides details of cases of interest or concern which arose during the year. In effect, the Annual Report is a snapshot of the work of the Office over a particular twelve month period. In order to complement my Annual Reports I have decided to publish this digest of cases, which not only gives details of individual cases completed in 2000-2001, but highlights the developmental role of the Office over the years. I hope it will prove possible to publish similar case digests from time to time so as to illustrate how staff in the Office tackle cases and achieve solutions to complaints.

Kevin Murphy
Ombudsman

Chapter 1 - Introduction

Chapter 2 - Simple Complaints with Significant Outcomes

Chapter 3 - Unearthing Hidden Solutions

Chapter 4 - Benefiting Other People in Similar Situations

Chapter 5 - Examining the Files of Public Bodies

Chapter 6 - Interpreting Rules and Regulations Correctly

Chapter 7 - Using Acquired Knowledge and Experience to Assist Complainants

Chapter 8 - Learning from Complaints - Reviewing Policies, Procedures and Legislation

Chapter 9 - Public Bodies - Duty to Provide Information to People about their Services

Index - Subject Matter of Complaints

Appendix 1. The Ombudsman - A Brief Guide

Appendix 2. The Ombudsman's Principles of Good Administration

Appendix 3. The Ombudsman's Guide to Standards of Best Practice for Public Servants

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

Appendix 5. Redress - Getting it Wrong and Putting it Right

Appendix 6. List of Special Reports on Systemic Issues