What is an Ombudsman?
The Ombudsman:
* is a service offered by Nakosso;
* is independent of Government and any political party;
* receives complaints from business people against government agencies or officials.
What does the Ombudsman do?
The Ombudsman can:
* provide information about what steps to take when dealing with a government department;
* receive inquiries and complaints about the practices and services provided by public agencies or government offices;
* conduct impartial and confidential investigations to determine whether a government office is being fair to the people it serves;
* ensure that the administrative practices and services of government departments are reasonable, appropriate and fair;
* make recommendations to the Provincial Government about how to resolve any unfairness that he may have discovered; and
* attempt to settle complaints through dialogue and mediation.
The Ombudsman will also develop a Code of Business Ethics to ensure that business people are themselves contributing to a fair and transparent business environment.
What kind of complaints can the Ombudsman investigate?
The Ombudsman can investigate complaints by an individual or a group of people that they have suffered prejudice as a result of:
* avoidable delay;
* faulty administrative decisions or the wrong application of rules;
* unfairness, bias, prejudice or corruption;
* discourtesy, rudeness, oppressive behaviour or unlawfulness; and
* a lack of correct information about their rights and the remedies available to them.
When should you bring a complaint to the Ombudsman?
You should first try to resolve any problems directly with the particular government department. Only if you cannot resolve the problem or if you feel that you have been unfairly treated should you approach the Ombudsman.
Here are some suggestions on how to deal with a government department:
* ask for the name of the person you are dealing with and if you need to complain, start by contacting the person you originally dealt with;
* keep a note of their responses, including relevant dates;
* keep copies of all relevant documents, letters and receipts;
* ask how and why a decision was made;
* find out if there is a review or appeal procedure and pursue that process where possible.
NEW - OMBUDSMAN TELEPHONE NUMBER IS +258 82 313951
* Did you apply for a land concession but the title documents were never issued?
* Did you apply for a business licence and were asked to pay a bribe?
* Did you get a fine from the Receiver of Revenue that you think is unjustified?
Nakosso provides a free Ombudsman service to help you resolve any difficulties you may have with government departments and officials.