{"id":81,"date":"2019-11-18T19:09:43","date_gmt":"2019-11-19T00:09:43","guid":{"rendered":"https:\/\/pressbooks.bccampus.ca\/svmfkpu\/chapter\/complaint-processes-office-of-the-ombudsperson\/"},"modified":"2019-12-05T16:27:51","modified_gmt":"2019-12-05T21:27:51","slug":"complaint-processes-office-of-the-ombudsperson","status":"publish","type":"chapter","link":"https:\/\/pressbooks.bccampus.ca\/svmfkpu\/chapter\/complaint-processes-office-of-the-ombudsperson\/","title":{"raw":"Complaint Processes - Office of the Ombudsperson","rendered":"Complaint Processes &#8211; Office of the Ombudsperson"},"content":{"raw":"<div class=\"complaint-processes---office-of-the-ombudsperson\">\r\n<ul>\r\n \t<li>Office investigates decisions made by public bodies, including post-secondary institutions.<\/li>\r\n \t<li>Responds to complaints related to administrative fairness.<\/li>\r\n \t<li>Assesses fairness along three different dimensions: process, decision, and service:\r\n<ul>\r\n \t<li>Fair process,\r\n<ul>\r\n \t<li>Independent and un-biased decision making.<\/li>\r\n \t<li>Reasonable notice that a decision is going to be made.<\/li>\r\n \t<li>Clear information about the decision-making criteria.<\/li>\r\n \t<li>Opportunity for person affected by decision to be heard.<\/li>\r\n \t<li>Clear reasons for decisions.<\/li>\r\n \t<li>Timeliness in decision making.<\/li>\r\n \t<li>Information about any available appeal or review process.<\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Fair decision,\r\n<ul>\r\n \t<li>Made in accordance with applicable rules.<\/li>\r\n \t<li>Made with appropriate legal authority.<\/li>\r\n \t<li>Based on relevant information.<\/li>\r\n \t<li>Considerate of individual needs and circumstances.<\/li>\r\n \t<li>Not discriminatory.<\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Fair service,\r\n<ul>\r\n \t<li>Active listening during decision making process.<\/li>\r\n \t<li>Respectful and courteous treatment.<\/li>\r\n \t<li>Clear and accessible information about program or service clear and accessible.<\/li>\r\n \t<li>Respect for confidentiality.<\/li>\r\n \t<li>Transparency in decision making.<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>The Ombudsperson\u2019s 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.<\/li>\r\n<\/ul>\r\n<p class=\"import-Normal\"><\/p>\r\n\r\n<\/div>","rendered":"<div class=\"complaint-processes---office-of-the-ombudsperson\">\n<ul>\n<li>Office investigates decisions made by public bodies, including post-secondary institutions.<\/li>\n<li>Responds to complaints related to administrative fairness.<\/li>\n<li>Assesses fairness along three different dimensions: process, decision, and service:\n<ul>\n<li>Fair process,\n<ul>\n<li>Independent and un-biased decision making.<\/li>\n<li>Reasonable notice that a decision is going to be made.<\/li>\n<li>Clear information about the decision-making criteria.<\/li>\n<li>Opportunity for person affected by decision to be heard.<\/li>\n<li>Clear reasons for decisions.<\/li>\n<li>Timeliness in decision making.<\/li>\n<li>Information about any available appeal or review process.<\/li>\n<\/ul>\n<\/li>\n<li>Fair decision,\n<ul>\n<li>Made in accordance with applicable rules.<\/li>\n<li>Made with appropriate legal authority.<\/li>\n<li>Based on relevant information.<\/li>\n<li>Considerate of individual needs and circumstances.<\/li>\n<li>Not discriminatory.<\/li>\n<\/ul>\n<\/li>\n<li>Fair service,\n<ul>\n<li>Active listening during decision making process.<\/li>\n<li>Respectful and courteous treatment.<\/li>\n<li>Clear and accessible information about program or service clear and accessible.<\/li>\n<li>Respect for confidentiality.<\/li>\n<li>Transparency in decision making.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>The Ombudsperson\u2019s 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.<\/li>\n<\/ul>\n<p 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