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Malta, Parliamentary Ombudsman

The year 2000 was the fifth full year of operation since the Ombudsman&#8217;s Office was established in Malta. It also saw the closure of the first term of office of Mr Joseph Sammut as Ombudsman. A brief review of performance during the period 1995-2000 is therefore, opportune.

From the beginning of the Ombudsman&#8217;s mandate in 1995 to the end of the year 2000, 7443 persons had recourse to the services provided by the Office. During the whole period the Ombudsman received 4298 written complaints and 3145 verbal enquiries.

Of the total number of written complaints registered, 4219 had been examined by end December 2000. About 74 per cent were within the mandate of the Ombudsman. An enquiry was initiated in 1744 cases of which 8 where own-initiative inquiries by the Ombudsman. The complaints received concerned wrong or rigid interpretation of laws, rules, regulations and policies, improper discrimination, lack of transparency, failure to provide information, undue delay or failure to act, lack of fairness or balance, contractual disputes and delayed payments.

The main departments/agencies which have been the subject of complaints are: Planning Authority (413 cases), Health (327 cases), Prime Minister&#8217;s Office (253 cases), Police (250 cases), Education (216 cases), Enemalta (189 cases), Telemalta/Maltacom (180 cases), Social Security (171 cases) and the Armed Forces (133 cases).

Of the 4298 written complaints received, 4219 had been closed by end 2000. Cases were closed for one or more of the following reasons:

• 884 cases were sustained and the recommendation for a remedy accepted or were resolved by the agency during the course of investigation;
• 860 cases were not upheld;
• 1364 cases no formal investigation was conducted, complainants were either advised to have recourse to the agency as a first step or given assistance;
• 1,111 cases were inadmissible for investigation either because agency concerned was outside jurisdiction, there were pending court or tribunal proceedings in progress, were frivolous, trivial or time prescribed.

In addition to written complaints the Office dealt with the 3145 verbal enquiries made personally by calling at the office or by telephone or fax. In each case the enquirer was given advice or assistance. In several cases enquirers were referred to the liaison officer within the agency concerned who on the recommendation of the Ombudsman&#8217;s Office dealt with complainants efficiently and promptly. The network of Liaison Officers has proved to be very effective. Throughout the period, close contact and seminars were organized to update the agencies&#8217; representative on matters of mutual interest and strengthen the relationship between the Ombudsman&#8217;s Office and the agency liaison officers.
Following the publication of the model for effective internal complaint management published in the Ombudsman&#8217;s Annual Report for 1998, the larger departments and agencies with significant number of clients set up their own internal complaint handling mechanism. These customer-care branches together with the publication of quality service charters have helped to change the attitude of agencies in providing services and in treating complaints and resolving disputes.

Overall performance of the Office during the last five years has been most satisfactory. The Ombudsman has been successful in earning the confidence and respect of citizens and made a valid contribution to good public administration during a period of modernization and change in the public sector. 

Malta, Parliamentary Ombudsman

The year 2000 was the fifth full year of operation since the Ombudsman’s Office was established in Malta. It also saw the closure of the first term of office of Mr Joseph Sammut as Ombudsman. A brief review of performance during the period 1995-2000 is therefore, opportune.

From the beginning of the Ombudsman’s mandate in 1995 to the end of the year 2000, 7443 persons had recourse to the services provided by the Office. During the whole period the Ombudsman received 4298 written complaints and 3145 verbal enquiries.

Of the total number of written complaints registered, 4219 had been examined by end December 2000. About 74 per cent were within the mandate of the Ombudsman. An enquiry was initiated in 1744 cases of which 8 where own-initiative inquiries by the Ombudsman. The complaints received concerned wrong or rigid interpretation of laws, rules, regulations and policies, improper discrimination, lack of transparency, failure to provide information, undue delay or failure to act, lack of fairness or balance, contractual disputes and delayed payments.

The main departments/agencies which have been the subject of complaints are: Planning Authority (413 cases), Health (327 cases), Prime Minister’s Office (253 cases), Police (250 cases), Education (216 cases), Enemalta (189 cases), Telemalta/Maltacom (180 cases), Social Security (171 cases) and the Armed Forces (133 cases).

Of the 4298 written complaints received, 4219 had been closed by end 2000. Cases were closed for one or more of the following reasons:

• 884 cases were sustained and the recommendation for a remedy accepted or were resolved by the agency during the course of investigation;
• 860 cases were not upheld;
• 1364 cases no formal investigation was conducted, complainants were either advised to have recourse to the agency as a first step or given assistance;
• 1,111 cases were inadmissible for investigation either because agency concerned was outside jurisdiction, there were pending court or tribunal proceedings in progress, were frivolous, trivial or time prescribed.

In addition to written complaints the Office dealt with the 3145 verbal enquiries made personally by calling at the office or by telephone or fax. In each case the enquirer was given advice or assistance. In several cases enquirers were referred to the liaison officer within the agency concerned who on the recommendation of the Ombudsman’s Office dealt with complainants efficiently and promptly. The network of Liaison Officers has proved to be very effective. Throughout the period, close contact and seminars were organized to update the agencies’ representative on matters of mutual interest and strengthen the relationship between the Ombudsman’s Office and the agency liaison officers.
Following the publication of the model for effective internal complaint management published in the Ombudsman’s Annual Report for 1998, the larger departments and agencies with significant number of clients set up their own internal complaint handling mechanism. These customer-care branches together with the publication of quality service charters have helped to change the attitude of agencies in providing services and in treating complaints and resolving disputes.

Overall performance of the Office during the last five years has been most satisfactory. The Ombudsman has been successful in earning the confidence and respect of citizens and made a valid contribution to good public administration during a period of modernization and change in the public sector.