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Office of the Ombudsman

 


Informed by an understanding and appreciation 

of the 

principles, responsibilities  and powers

 embedded in the 

Ombudsman Act, 

and driven by a commitment to

justice and fair treatment of people,

The Office of the Ombudsman

strives for:


Fairness and Accountability

in

Public Administration

in 

British Columbia

The Ombudsman receives inquiries and complaints about the practices and services provided by public agencies. While not an advocate, the Ombudsman can conduct impartial and confidential investigations to determine if a public agency is being fair to the people it serves. 

The Ombudsman is:

  • an officer of the provincial legislature
  • independent of government and political parties
  • responsible for making sure that the administrative practices and services of public agencies are fair, reasonable, appropriate and equitable

The Ombudsman can:

  • provide information about what steps to take in dealing with a public agency
  • try to settle complaints through consultation
  • investigate complaints about administrative unfairness by a public agency
  • make recommendations to a public agency to resolve an unfairness
  • report to the provincial legislature
  • issue public reports

Who can the Ombudsman Investigate?

The Ombudsman has jurisdiction over a wide range of public agencies, including: 

  • provincial government ministries, including complaints regarding income assistance and the Family Maintenance Enforcement Program.  
  • crown corporations such as ICBC and BC Hydro 
  • government boards such as WCB and the BC Human Rights Tribunal 
  • hospitals, regional and local health agencies, and health-related government agencies such as Medical Services Plan and Pharmacare 
  • schools and school districts 
  • universities and colleges 
  • municipal and regional governments 
  • self-regulating professions such as the Law Society, the College of Physicians and Surgeons, and the Registered Nurses Association of British Columbia

The Schedule to the The Ombudsman Act contains a complete list of authorities.

Who can the Ombudsman not Investigate?

The Ombudsman does not have jurisdiction to investigate certain complaints. Some examples are listed below: 

These links are provided for information purposes only. The Office of the Ombudsman is not responsible for their content.

What kind of complaints can the Ombudsman investigate and who can make a complaint ?

  • complaints may be about the unfair administrative decisions or actions of a public agency, including delay, rudeness, negligence, arbitrariness, oppressive behaviour, unlawfulness
  • the Ombudsman may investigate complaints from individuals or groups of people
  • the Ombudsman has discretion to decide which complaints are investigated and which complaints will not be investigated

When should a complaint be brought to the Ombudsman? 

Whenever possible, you should try to resolve your complaint directly with the public agency before coming to the Ombudsman. If you are not able to reach a resolution and you feel that you have been treated unfairly by the public agency, the Ombudsman may be able to help. 

  • get the names of the people you are dealing with
  • keep track of their responses, including any relevant dates
  • keep copies of all relevant papers and letters
  • ask how and why the decision was made
  • find out if there is a review or appeal process, and pursue that process where possible (this office may be unable to investigate a complaint where a right of appeal exists)

 

Fairness Checklist

The Ombudsman Act                                                        Hit Counter