The role of Ombudsman Services

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The role of Ombudsman Services

• Consumer Action Network
• What Does Effective Consumer Representation Look
  Like?

Elizabeth France
Telecommunications Ombudsman
27 September 2005
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Who can complain?

• Ombudsmen exist to deal with complaints from
  ordinary citizens about certain public bodies or
  private sector services.

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An Ombudsman scheme has to meet four key
conditions

• Independence of the Ombudsman from the
  organisations the Ombudsman has the power to
  investigate
• effectiveness
• Fairness
• Free of charge

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• It is independence which above all distinguishes
  recognised Ombudsman schemes from other
  complaints procedures.

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When an Ombudsman acts

• An Ombudsman will not normally consider a
  complaint unless the organisation, business or
  professional standards body concerned has first
  been given a reasonable opportunity to deal with
  it. Most organisations have their own complaints
  system and many complaints can be satisfactorily
  resolved through such systems.

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Time limits

• All schemes require that complaints must be sent
  in within a reasonable time. Usually there is a
  fixed time limit.

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Formal investigation

• After conducting an investigation the
  Ombudsman usually issues a written report. This
  normally sets out the evidence considered by the
  Ombudsman and suggests how the dispute should be
  resolved. Often the report will also include
  recommendations about the improvement of
  procedures or practices for the future.

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Features of Ombudsman Schemes

• If the complaint is upheld the Ombudsman will
  expect the organisation to provide a suitable
  remedy. Remedies may include an apology,
  provision of the service desired, putting right
  what went wrong and financial compensation.

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Summary

• Complaints must first be made to the
  company/public authority concerned
• Reasons for decisions will be given
• Redress can be recommended or required
• There is no appeal, but
• Complainants retain the right to take their
  complaint to the courts.

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• www.otelo.org.uk