Office of the Ombudsman

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Office of the Ombudsman

Office of the Ombudsman - OMBUD
Last Verified: 2009-07-13

WHAT IS AN OMBUDSMAN?

The Ombudsman conducts impartial investigations on receipt of written complaints for individuals who believe they have been treated unfairly by the provincial government. The authority to investigate these complaints is given by the Alberta Ombudsman Act. The Ombudsman is independent of government and has broad powers to investigate actions, decisions, practices and procedures of Alberta government departments, boards, agencies, commissions and some professional organizations.

Summary

WHAT DOES AN OMBUDSMAN DO?

The Office of the Ombudsman is a complaint mechanism of last resort. This means the Ombudsman cannot become involved until all formal and informal appeals have been completed by the individual who has a complaint. It is an individual's responsibility to try to resolve the issue before involving the Ombudsman. For instance, many Alberta government departments, boards, agencies, commissions and professional organizations have internal appeal processes available to resolve complaints. If an individual has completed all available appeals and remains dissatisfied with either the fairness of the process or the outcome, the individual is encouraged to write to the Ombudsman.

HOW DO I COMPLAIN TO THE OMBUDSMAN?

In order for an investigation to be conducted, the complaint must be in writing. Another person may write the complaint out, but it must be signed by the person who was affected by a decision of an Alberta government department, board, agency, commission or professional organization. Written complaints should contain:

Name, address, phone number(s) and any file numbers relating to the complaint.
The name of the department, authority or professional organization being complained about.
Sufficient detail outlining the complaint.
The steps that have been taken to resolve the complaint (i.e. contact with department supervisor/manager, formal appeal hearing).
Information about why you feel you were treated unfairly.
Copies of any documents which may be relevant.

You may also complete an on-line complaint form. A secure form is available at www.ombudsman.ab.ca, then select the ‘Making a Complaint’ button.

IS THERE ANY COST TO ME FOR MAKING A COMPLAINT?

No. This investigative service is provided free of charge.

HOW DOES AN INVESTIGATION OCCUR?

Once the Ombudsman approves a complaint for investigation, a letter is sent informing the appropriate Deputy Minister, President or Chairman of the Ombudsman's decision to investigate. Sufficient information outlining the nature of the complaint is provided with a request for a detailed departmental response. Once a reply has been received, an Ombudsman investigator gathers additional information to enable the Ombudsman to reach a conclusion regarding the merits of the complaint. If, after a thorough investigation, the Ombudsman concludes a complaint is justified, the objective is to resolve the issue in a fair and reasonable manner. In most cases, government representatives are receptive and responsive in initiating corrective action.

CAN THE OMBUDSMAN CHANGE A DECISION?

No. The Ombudsman has the power of recommendation. If negotiations with a department are unsuccessful, the Ombudsman may take the recommendations to the appropriate Minister. If the complaint is not resolved at the Ministerial level, the Ombudsman has the power to present it to the Lieutenant Governor in Council (the Cabinet) and ultimately to the Alberta Legislative Assembly. The Ombudsman may also make public any matter considered to be of public interest.

WILL I KNOW THE RESULTS OF AN INVESTIGATION?

Yes, even if the Ombudsman is unable to support the complaint, an investigator reviews the findings with the individual lodging the complaint. In addition, the Ombudsman writes each complainant advising of the outcome of the investigation. Each individual has the assurance that an independent and impartial investigation has taken place.

CAN THE OMBUDSMAN INVESTIGATE EVERYBODY?

No. The Ombudsman does not have jurisdiction over the actions and decisions of the courts, the Legislature, the Mental Health Patient Advocate or government lawyers acting as solicitors for the Crown in a proceeding. Also outside of the Ombudsman's jurisdiction are complaints against federal and municipal governments as well as boards of hospitals, universities, schools and technical institutes. The Ombudsman does not investigate disputes between private individuals. For individuals whose complaints are outside the Ombudsman's jurisdiction to investigate, the Office of the Ombudsman serves as an information resource by directing such individuals to the appropriate body to deal with their specific concerns.

Due to confidentiality concerns, the Office cannot reply to complaints using Internet E-Mail. Please contact the Edmonton or Calgary Office by telephone or regular mail if you have a specific complaint to raise.

For further general information about the Ombudsman's Office, visit their website at www.ombudsman.ab.ca

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