Organization : Ombudsman’s Office
Type of Facility : Complaint Procedure
Country: Mauritius
Website : https://ombudsman.govmu.org/Pages/Index.aspx
Complaint Procedure :
Who can complain to the Ombudsman?:
** Any citizen or group of citizens
** A foreigner may also complain where the complaint relates to action taken in relation to him while he was present in Mauritius.
Related : Police Force Register a Complaint Mauritius : www.statusin.org/8555.html
** A prisoner or inmate of a mental or other similar institution: the letter is forwarded to the Ombudsman unopened.
** The Ombudsman may himself, on his own initiative, start an investigation e.g. after taking cognisance in the Press of a particular problem affecting the public.
What kind of complaint may be made?:
The complaint must relate to personal injustice to the individual who lodges the complaint.
For example :
** wrong decision by the administration
** failure by the administration to take action
** unjust manner in which the administration has acted
** unreasonable delay in taking action thus causing prejudice etc.
How to complain?:
A simple letter is sufficient. The writer must also give his name and address. The letter must be dated and signed. Relevant documents, if any, may also be sent. They help to expedite matters.
There is a time limit of 12 months for making a complaint, unless good cause is shown.
No fee is payable.
How does the Ombudsman proceed?:
Once the Ombudsman determines that a complaint falls within his jurisdiction he seeks the explanation/version of the agency concerned. He collects all the facts, looks at relevant files if need be, summons the parties or other witnesses to depone before him where necessary, effects site visits if that can help, etc. The Ombudsman then draws his own conclusion on the matter.
Where the Ombudsman finds the complaint justified, either the agency accepts to take remedial measures voluntarily or the Ombudsman makes a recommendation to that effect.
Where the Ombudsman finds the complaint not justified, he informs the complainant accordingly.
The Ombudsman does not conduct an investigation where it appears to him that :
** the complaint is frivolous or vexatious
** the subject-matter of the complaint is trivial
** the writer has no sufficient interest in the subject-matter of the
** complaint
** the complaint is delayed for more than 12 months without
** reasonable cause.
In the discharge of his functions the Ombudsman is not subject to the direction or control of any other person or authority.
What the Ombudsman does not do?
The Ombudsman does not intervene in the following cases :
** Cabinet matters
** Matters relating to defence, external relations and internal security
** Matters concerning foreign missions e.g. Embassy, High Commission, etc.
** Court proceedings
** Private disputes
** Complaint against private bodies
** Complaint against local authorities and parastatal bodies. In certain cases however the Ombudsman seizes the parent ministry.
Contact Address :
Ombudsman’s Office
Bank of Baroda Building
4th Floor
Sir William Newton Street
Port Louis
Tel. No : (230) 208 4131 / 208 4256
Fax. No : (230) 211 3125
Email Address : omb AT govmu.org