making a complaint
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MAKING IT RIGHT COMPLAINT PROCESS SUBMIT A COMPLAINT SAMPLE COMPLAINTS DID YOU KNOW?


You can complain about:

any administrative action – small or big (a decision, recommendation made or act done or omitted, including failure to provide reasons for a decision);

an administrative action that appears to be bad, unfair, arbitrary, discriminatory, unreasonable, oppressive, inefficient, improper, negligent, unreasonably delayed or based on a mistake of law or fact.

Please complain only after you have already tried to work things out with the Public Authority or resolve the matter through existing procedures (unless it is unreasonable to expect you to do so). You can make a complaint by letter, email, fax, telephone or in person.


NOTE: ADMINISTRATIVE ACTION SHOULD HAVE BEEN DONE WITHIN THE 12 MONTHS PRIOR TO COMPLAINT.


After you have made a complaint the Ombudsman may:

refer you to an appropriate complaints authority;

make preliminary inquires, which often resolves a complaint without the need for an investigation;

conduct a full, confidential investigation, reviewing all relevant documentation and taking evidence
(under oath if necessary);

mediate the matter if this seems most appropriate;

make recommendations.


The Ombudsman can recommend:

an omission or a delay be rectified;

a decision or recommendation be cancelled or altered;

reasons should be given for actions and decisions;

a practice, procedure or course of conduct should be altered;

a statute or regulation be reviewed;

on how to improve procedures and policies.



Suite 102
14 Dundonald Street West
Hamilton, HM 09 Bermuda
Tel: (441) 296-6541
Fax: (441) 296-7734
info@ombudsman.bm