October 8, 2020

How the Ombudsman helps to make a difference

To mark International ‘Ombuds Day’ on 8 October, Ombudsman Margaret Kelly explains in this short video how the service makes a real difference to people’s lives.

“Our job is to make a difference for the many individuals who come to our office having experienced difficulties and sometimes even trauma or grief”, says Ms Kelly.  “And while we can’t take that away, we can and do make a difference by independently providing investigation, redress and sometimes answers that provide closure.”

“But our job is also to make a difference for the many – to build a picture and pattern of broader changes that are needed, and to engage and learn with our public services so that we don’t keep repeating the same mistakes.”

Importantly, she says, an Ombudsman needs to be  “inclusive and accessible, and to actively reach out to those citizens who are disadvantaged and excluded, so they know how to find us if they need us, and ensure they know the difference we can make.”

If you believe you have been treated unfairly by a public service provider we may be able to investigate your complaint or help you in other ways.  Please contact us either by phone, email or via our online complaints form.