Case Handling Methods

        • Site surveys and visits
The Ombudsman continued to perform both active and passive approach to ensure that the operation would be efficient and achieve success. With emphasis on fast fact finding of each complaint, investigators visit actual areas to observe and investigate facts and listen to both complainants and complained agencies. The meetings create good understanding that the problem has been solved fairly. The complainants do not feel deserted by Ombudsman or state or governmental agencies. The future coordination with concerned agencies

Seminars are also quarterly organized so that the Ombudsman can meet people in several provinces of different region wherein officials are available to receive the complaints directly, and give advice and find a way to help relieve the trouble of people.

In order to study and analyze the nature of complaints, small units are often visit selected special areas such as areas of high density of complaints submitted to Ombudsman, areas of active communities, areas of enthusiastic participation in governance and civil rights etc.. This will create better understanding and in depth knowledge for the researchers and officers in charge.

        • Mediation through meetings
The Ombudsman and the officials of the Office of the Ombudsman also act as mediators in conciliation and coordination between those people lodging the complaints and the agencies or officials that the complaints are lodged against in order to obtain solutions to such problems in a peaceful means. The mediation process was undergone during the meetings and site visits. Although in the beginning, it was very difficult to handle frustrated complainants and disturbed agencies. Moreover, the mediation took many steps to fulfill, the problems sometimes were very complicate, and the meeting was tiring and too long. However, passing through these troublesome confrontations, many cases were successfully settled on site and many cases were peacefully settled through meeting and official agreement.

        • Settlement by telephone
It can be seen that nowadays people have knowledge, understanding and participation in order to protect their interest. New and interactive tool like telephone is a preferable choice for complainants to contact Ombudsman and other agencies. Therefore, Ombudsman set up a four-digit toll free number 1676 for all people over. The number is easy to remember, also encourages people to access the system effortlessly and speedily. Call Center staff assists inquirers in terms of availability of data, primary advice, investigating process, internal follow up etc.; in dept inquiries and investigation will be forwarded to related investigators and officially dealt with later on. This is a very effective method for Ombudsman to gain information as well as to resolve problems promptly.

In 2004, the Cabinet made a resolution on cooperating with Ombudsman to solve people’s complaints through telephone in order to fasten the remedy process. The notification letters were circulated to all state agencies, asking to comply with such approach.

        • Document and official correspondence
Although internet and telephone are often used by complainants in order to get their problems solved quickly, there are many complicate cases which need in depth investigation and analysis. Therefore, official correspondence is still widely used. Although, it takes more time to contact with agencies and complainants in order to gather all facts but the Ombudsman requires document and evidence to proof the authenticity of each case before final decision. However, even the final decision and recommendation is made but there is any doubtful reason by both parties, Ombudsman allows complainants and agencies to appeal to such recommendation.


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