Talk to an Expert – Notes
13 Complaint Processes – Office of the Ombudsperson
- Office investigates decisions made by public bodies, including post-secondary institutions.
- Responds to complaints related to administrative fairness.
- Assesses fairness along three different dimensions: process, decision, and service:
- Fair process,
- Independent and un-biased decision making.
- Reasonable notice that a decision is going to be made.
- Clear information about the decision-making criteria.
- Opportunity for person affected by decision to be heard.
- Clear reasons for decisions.
- Timeliness in decision making.
- Information about any available appeal or review process.
- Fair decision,
- Made in accordance with applicable rules.
- Made with appropriate legal authority.
- Based on relevant information.
- Considerate of individual needs and circumstances.
- Not discriminatory.
- Fair service,
- Active listening during decision making process.
- Respectful and courteous treatment.
- Clear and accessible information about program or service clear and accessible.
- Respect for confidentiality.
- Transparency in decision making.
- Fair process,
- The Ombudsperson’s Prevention Initiatives Team provides voluntary consultations on program and policy design/redesign as well as training to public bodies on best practices in ensuring fairness in government programs and services.