In recognition of public sector organisations' positive and supportive stance towards The Ombudsman's investigations of complaints to bring about improvement in the quality of service and promote fairness in public administration, the Office of The Ombudsman will present The Ombudsman's Awards to those organisations whose efforts are exemplary and praiseworthy.
The Ombudsman's Awards are presented annually. Selection will be made on the basis of attendance of the organisations concerned to individual complaints lodged with this Office or direct investigations initiated by this Office. All complaints investigated in the respective reporting year will be considered.
Selection criteria are as follows:
A. Effective internal administrative systems which are essential for providing quality service to the public, viz:
clear and adequate operational and procedural guidelines
implementation and monitoring action
training and guidance given for staff
sharing of experience throughout the organisation
B. Professionalism in handling complaints:
objectivity and thoroughness in the internal investigation
fairness and impartiality in drawing up conclusions
positive assistance for The Ombudsman's investigation including:
degree of co-operation
timeliness in response
completeness of information provided
C. Commitment to improve the quality of service to the public, viz:
readiness to accept responsibility if the complaint is justified
extent to which the complaint has been addressed/resolved
positiveness in accepting and implementing The Ombudsman's recommendations
appropriateness of preventive/corrective/remedial measures initiated and/or instituted
The Ombudsman's Awards have been extended to mark the efforts of individual public officers for their display of fairness, impartiality and efficiency in the performance of their duties over a sustained period of time. In addition, recognition will also be given to public officers who have achieved to a good standard of customer service and fostered a positive complaint culture.
The awards for public sector organisations and public officers are to be announced in September this year.
For enquiries on The Ombudsman's Awards Scheme, please contact us at 2629 0555.
