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Northern Ireland Public Services Ombudsman - Coggle Diagram
Northern Ireland Public Services Ombudsman
[Introduction
We provide a free, independent, and impartial service for handling complaints about public services in Northern Ireland.
Make decisions on each complainet
Facts
Evidence
Opinions of Compan int
Opinions of boy being companied about
Aim to improve the public service
Process
Initial Assessment
Legal Authority
Assessment
Process of deciding if we should investigate
Consider evidence, talk to agency
(1) An investigation is appropriate and necessary in the circumstances
(proportionality)
(3) Investigating the issues of complaint could be of potential benefit to the general
public (public interest).
(2) An investigation by the Ombudsman would directly bring about a solution or
adequate remedy (practical outcome)
Investigation
Investigation is the final stage of our case handling process
The Ombudsman has discretion
to decide how an investigation is conducted in every individual case
The purpose of an investigation is to establish if the allegations made in the complaint can be substantiated and, if so, whether they disclose any maladministration by the organisation complained of
service standards:
Acknowledge your correspondence within 3 working days of the date of its receipt
Let you know within 2 weeks of your complaint being received whether the initial
assessment of your case has been completed
Interview you by phone or arrange a face to face meeting where we believe this
would be beneficial in considering your complaint
Let you know within 10 weeks of your complaint being received whether it has been
accepted for investigation
Let you know if we are unable to meet a target timescale and the reasons for this.
We will also provide you with a revised timescale for response
Provide you with information on what to do in the event you disagree with the
decision that has been made in respect of your case.
If complaint accepted
Update every weeks
Produce a draft report, for issue to the organisation, detailing the Ombudsman’s
proposed findings and conclusions, within 50 weeks of informing you that your
complaint was accepted for investigation
Responsibilities
Use Complaint form
focus on your outstanding issues
Provide accurate and timely information
Inform us of remedy
Inform us of your intention to take legal action, or if you initiate legal action,
in respect of your complaint
Adopt a reasonable and open minded attitude to the perceived problem
Listen to reasonable explanations
Treat staff with reespect