making a complaint
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How long does it take?

The Ombudsman investigates complaints as quickly as possible and therefore requests timely responses from Authorities. Many cases can be resolved in a few weeks, but more complex cases can take much longer.

COMPLAINT PROCESS
NOTES
Ombudsman may investigate in the public interest even if no complaint
• 
"Own Motion Investigation"
Complaint received from public

Complaints may be:
• 



oral, electronic, written
by persons aggrieved (or family
if persons cannot act for
themselves)
within 1 year of event

Do we have jurisdiction? Refer Complaint to more appropriate authority

• 


Is complaint about a Government
Board, Department, or Public Authority?
Is matter exempt (Cabinet, court
proceeding, crime or employment issue)?


Did Complainant try existing complaint or appeal process? Refer Complaint to appropriate process

• 


Ombudsman can investigate even if matter cannot be further appealed or is final

Preliminary Inquiries
Decline with reasons
Mediate

• 

Inquiries resolve complaint; or
Investigation or mediation; or
Ombudsman declines
Investigation

• 





Ombudsman may visit sites,
require documents, question under oath, summon any
witness
Due process opportunity
to respond
Update complaint periodically


Findings and Closure
No Maladministration
Maladministration with Recommendations



Ombudsman makes:
• 

specific recommendations re complaint and/or
general recommendations on how to improve practices and precedures

Authority has 20 business days to respond to recommendations



• 


Notify Ombudsman of steps taken or proposed to implement or reasons for not doing so
Ombudsman accepts if adequate or appropriate
Special Report to Parliament if response is inadequate or inappropriate


• 


For other complaints, Ombudsman may summarise (without names) in Annual Report





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