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What is an “Ombudsman”?

Defending Fairness “Our mission is to bring positive change to the Defence Community because we care about the people we serve.”. What is an “Ombudsman”?. Public official Investigator of government/administrative actions Independent and neutral Mechanism of last resort

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What is an “Ombudsman”?

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  1. Defending Fairness“Our mission is to bring positive change to the Defence Community because we care about the people we serve.”

  2. What is an “Ombudsman”? • Public official • Investigator of government/administrative actions • Independent and neutral • Mechanism of last resort It may be policy; it may be law BUT IS IT FAIR?

  3. Ombudsman Concept in Military • Civilian - Independent of, and outside military structure • Impartial and neutral • Foster transparency/openness and accountability. • Office of last resort - existing internal mechanisms should be used before Ombudsman intervenes • Except in urgent cases • Reporting on issues affecting both military and civilians and recommending reasonable solutions

  4. Objectives: DND/CF Ombudsman • Goal of Ombudsman is to ensure fair treatment of all DND employees, soldiers, families • This contributes to the operational effectiveness and improves DND/CF organization • Makes DND/CF more effective, robust organization

  5. Advantages: DND/CF Ombudsman • Not only soldiers and families have access to Ombudsman • Minister, chain of command refer cases to Ombudsman for independent review: • Investigation by Ombudsman perceived as less biased and more credible • Difficult problems which cannot effectively be dealt with within the military chain of command structure can be reviewed by Ombudsman

  6. Ombudsman - Key Principles • Independent and Impartial • Advocate for fairness; NOT for the organization or the complainant • Operates independently • Confidential • No fear of repercussions or reprisals • Office must establish a relationship of public trust • Effective and Credible Review Process • Needs credible fact finding process, timely access to information files and the ability to do formal and informal investigations • Must be accountable for results achieved

  7. DND/CF Ombudsman • Created in 1998 • Independent from chain of command and civilian management • Appointed by Cabinet on the recommendation of the Minister of National Defence • Reports directly to the Minister of National Defence

  8. Complaints: • Who can complain? Current and former CF members, civilian employees, CF applicants, and families. • All levels of soldiers have right to complain. • Ombudsman investigates allegations of improper or unfair treatment by DND/CF. • If substantiated, may make recommendations to DND/CF for positive change.

  9. Types of complaints: • Individual Complaints: • Issue affects only one person • 1,671 cases handled in 2007-2008 (1,338 new complaints / backlog of 333) ; 1,196 complaints resolved over full fiscal year • Systemic Investigations: • Affects a large number of constituents. • Reviews policies

  10. 2007 – 2008 1,671 Cases handled • 514 referred to Existing Mechanisms • 128 Resolved with Assistance of Investigators • 172 Information provided • 156 Resolved without the assistance of Investigators • 109 Outside of our mandate • 116 Abandoned by Complainant • 1 Declined

  11. Top 5 Categories of Complaints • Benefits • Releases from Military Services • Medical Care • Recruiting • Harassment • As well as complaints regarding postings, promotions, leave, access to information and privacy, training and more.

  12. Cases by Category (2007-2008) • Regular Force 559 • Reserve Force 181 • Former Military* 322 • Family Member 92 • Regular Force Applicant 35 • Civilian Employee 42 • Reserve Force Applicant 12 • Former Civilian Employee 12 • Anonymous 10 • Cadet 7 • Non-Public Fund Employee 1 • Other 65

  13. Systemic Investigation Highlights • A Sniper’s Battle – A Father’s Concern • Fundamental Unfairness Related to Official Languages • The Treatment of Injured Reservists • Operational Stress Injuries – An Update • Release of Injured Recruits

  14. Ombudsman’s Commendations • Awarded annually to recognize individuals and groups across the defence community who have gone above and beyond the normal requirements of their job to help bring positive and lasting change to the Department of National Defence and the Canadian Forces.

  15. More Information? www.ombudsman.forces.gc.ca 1-888-828-3626

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