A Legacy of Accountability and Redress
The Ombudsman can be described as a ‘grievance person’ to whom persons can submit a complaint about maladministration in the public sector. Situations in which maladministration may arise involving a government ministry, department or state agency may include:
Failure to provide client with a response or advice
Delays in addressing an issue or complaint, or a failure to act
Decision or advice not in accordance with established policy, recognised procedures or the law.
Additionally, under the Freedom of Information Act (FOIA), Chap. 22:02, the Ombudsman has the power to review cases where access to an official document is refused and to make enquiries where there is a delay in providing same. Persons who have been aggrieved by a public authority and have been unsuccessful in resolving their complaint directly with the institution may submit a complaint to the Ombudsman of the Republic of Trinidad and Tobago.
Types Of Complaints We Do Address
The Ombudsman investigates complaints involving various issues, some of which include:
- Delay by government departments in responding to letters of complaint and requests for assistance
- Delay by the NIB in processing claims for NIS benefits
- Delay by local government corporations in acting on complaints pursuant to the Municipal Corporations Act
- Delay in payment of government pensions and severance benefits
- Delay in granting residential and agricultural leases (re: state lands)
- Delay in obtaining birth certificates, passports and medical records/reports
- Delay in payment of compensation for the compulsory acquisition of land
- Refusals to disclose documents requested under the FOIA, Chap 22:02
Types Of Complaints We Do Not Address
The Ombudsman may not investigate the following matters, among others:
- Disputes between private individuals/companies
- Any matter related to persons who are members of armed services, with regard to their terms and conditions, orders or punishments
- Personnel matters related to service in any office or employment in the public service
- Proceedings and decisions of the Courts of Trinidad and Tobago.
- Matters related to contractual or commercial transactions with a government department
Unsure whether your particular matter is within the remit of the Office of the Ombudsman?
Navigating the Complaint Process
Complaint Submission
Complaint is received and reviewed by the Office of the Ombudsman. If found to be outside of the Ombudsman's mandate, the complainant is referred to the relevant institution or appropriately advised.
Investigation
The Ombudsman reviews the complaint and initiates the investigative process. Facts are gathered from documents and relevant persons. Where institutions fail to provide sufficient responses in a timely manner, the Ombudsman may exercise the power to summon witnesses to appear before her and compel them to give evidence on oath and to produce documents relevant to the proceedings before her.
Findings
If investigations confirm the merit of the complaint, the Ombudsman determines how the matter should be resolved. Alternatively, if after investigations the complaint is found to be without merit or determined to be outside of the Ombudsman's jurisdiction, the matter is discontinued.
Recommendations
The Ombudsman makes recommendations to the government department or agency, advising how the institution can provide redress to the complainant and improve its operations to mitigate repeated instances of maladministration.
Before Submitting Your Complaint
Be sure to do the following before making a complaint to the Ombudsman.
Write to the organization
An official complaint must first be lodged with the government or state agency where the alleged injustice occurred.
Allow time for a response
The department should be given approximately 4 to 8 weeks to adequately respond regarding the matter before the complaint is brought to the Ombudsman.
Important Note
Submit your complaint once and await contact from our Office. If you have lodged a complaint online, at one of our offices or public outreach locations, please do not make any further submissions of the same complaint(s) through other mediums.
Submitting a Complaint in Person
If you prefer to lodge a complaint in person, you may do so by visiting any of our offices or a public outreach location on the scheduled day. Be sure to bring a copy of all supporting documents that are relevant to your complaint.
