If a complaint requires a Formal Investigation, the complainant will be provided a written summary of the complaint for their review and approval.
- providing the complaint summary and questions to the government body involved
- reviewing legislation, policies, procedures and regulations
- interviewing sources who may be of help during the investigation
- acquiring approval of any interview notes taken by telephone or in person
- written reports
- obtaining a legal opinion, when required
The Office of the Ombudsman makes sure the complaint is investigated thoroughly and that the investigation is impartial and objective. If the investigation shows that the complaint is founded, recommendations may be submitted to the government body. If the investigation shows that the complaint is not founded, the complainant and the respondent will be notified why the evidence does not support the complaint.
The Ombudsman considers whether the actions and decisions of government bodies are:
- unreasonable or unjust
- oppressive or discriminatory
- based on a mistake of law or fact
- contrary to law
- based on knowledge, expertise and discretion which has been wrongly or improperly used
- based on information that should not have an impact on the decision
- have failed to give reasons why a certain decision was made