What do ombudsman investigate

Complaint documents are generally public. However, the law requires that information concerning, for example, a complainant's state of health or social benefits be kept secret. The name of the complainant becomes known to the subject of the complaint when the latter is given the opportunity to present his or her view of the matter. Skip to content. How does the Ombudsman investigate a complaint? How it works. Can I Complain? About us. What Does Ombudsman Services Do? Back Home How it works.

How to complain to us. There are a few things you need to do before submitting a complaint to us. Start by logging a formal complaint with your provider. Then you can escalate the complaint to us. Process overview. Why complain to us? Why complain. What could you expect from a resolution: An apology. The Ombudsman and staff can help people navigate the bureaucracy, cut through red tape, identify and rectify unfair administrative conduct, and prompt broad reforms affecting millions of people.

Examples of individual case resolutions are featured in our in our Annual Reports. You can make a confidential complaint through our online complaint form , or by phone, email, regular mail or in person details on our Contact page. We cannot accept complaints through our This link opens in a new tab Facebook or This link opens in a new tab Twitter accounts because posts there are not confidential. In most cases, our staff ask for your name and other relevant information in order to address your complaint, but all complaint information is kept strictly confidential, and complainants are not identified without consent.

We will respond as quickly as possible. Most complaints are responded to and fully resolved within two weeks or less. Most cases are resolved without need for formal investigation. The Ombudsman can decide to launch a formal investigation if an individual complaint cannot be resolved, or if he identifies what appears to be a systemic problem potentially affecting a large number of people. After the issue is assessed and the decision is made to investigate, a notice of investigation is sent to the appropriate organization.

Investigators then gather evidence by reviewing documents, interviewing people involved in the matter, etc. The Ombudsman can choose not to pursue a complaint based on such factors as whether or not the issue is still current, the complainant is personally affected, alternative remedies exist, the matter involves public policy rather than administrative issues, or the complaint is frivolous or vexatious.

The results of major investigations and notable cases are published in our Annual Reports. For investigations related to systemic issues, as well as those involving municipalities, universities and school boards, the Ombudsman usually publishes separate investigation reports. We monitor this progress, as well as any new complaints that might indicate recurring issues, and publish updates in our Annual Reports. The Ombudsman can also reopen an investigation if warranted.

Our Office is in the process of hiring to reach full-time employees. Expenses are published quarterly online. The Ombudsman has delegated authority to staff, under the Ombudsman Act , to review and investigate complaints. This includes determining whether or not to proceed with a complaint and referring complainants elsewhere for help with their concerns. If you have a complaint about the service provided by our Office, you are welcome to submit it to us in writing, and a member of our management team will respond as warranted.

Please contact us by email, mail or fax: Email: info ombudsman. What does the Ombudsman do? When should I contact the Ombudsman? What can the Ombudsman investigate? How can I find out if the Ombudsman can help me? What if I have a problem with an organization that is not on the list? Who can complain to the Ombudsman, and what does it cost?

What do I need to do before complaining to the Ombudsman?