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- The processing of a complaint
The processing of a complaint
As soon as it comes in the complaint will be passed on to an executive officer who will review it and assess whether it falls within the mandate of the Ombudsman. If not, you will be notified within two weeks. You will in any event receive a provisional answer within two weeks informing you of when you will hear from us again.
We will then assess whether grounds exist for raising the matter with the public administration agency to which the complaint applies. This assessment normally takes between four and ten weeks. If grounds do exist for further investigations we will write to the public administration agency requesting their comments to the complaint. Often we will put specific questions to the agency. As a general rule, the agency will be given four weeks within which to respond. When we have received this response you will have the opportunity to give your comments.
If grounds do not exist for proceeding with the complaint, we will write to you giving our reasons.
Finally, the Ombudsman will give his opinion on the case.
The times given below for processing cases are intended for guidance only.
Complaint sent to the Parliamentary OmbudsmanQuestions and answersHow to complain Complaints Form Examples of complaints |
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4 days - 2 weeksThe Parliamentary Ombudsman assesses whether he can investigate the complaint.Cases that the Ombudsman cannot review |
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The complaint is rejected. The complainant is notified by letter.Cases that the Ombudsman cannot review |
or |
The Parliamentary Ombudsman requisitions documents from the administration. The complainant receives a provisional answer. |
or |
The complaint is investigated solely on the basis of the submitted documents and the investigation is completed during a short space of time.The complainant receives notification by letter. Complaints about slow procedure are often handled in this way. |
4 - 10 weeksReview continues. |
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The Ombudsman finds grounds for investigating the case in further detail and sends a letter to the administration.The complainant is notified by letter. |
or |
The Ombudsman does not find grounds for conducting further investigations into the matter and the case is closed.The complainant is notified by letter. |
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3 - 6 monthsInvestigations into the case continue. The complainant has the opportunity to give his or her comments. |
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4 - 12 monthsThe Parliamentary Ombudsman gives his opinion in the case.If the opinion finds in favour of the complainant and the case results in censure of the administration, the administration will normally comply with the findings of the Ombudsman.What are the powers of the Parliamentary Ombudsman? |
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The Parliamentary Ombudsman for Public Administration |
Webmaster Martin Jæver Email postmottak@sivilombudsmannen.no |
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