TIPS AND ADVICE 

It is important to take up the issue with the agency concerned before the complaint is submitted to the Ombudsman.  Where there is no evidence of any such attempt having being made, the complaint may be declined. All Government Ministries, Departments and other agencies have internal complaint/grievance handling channels and procedures that if followed may resolve the problem.  Failure to exhaust these channels have the effect of substituting the Ombudsman existing internal grievance handling structures. It is important to focus on thje complaint but not associated emotions.

STATE YOUR PROBLEM CLEARLY AND CONCISELY  

All complaints arise from feeling let down, being treated unfairly and hence anger and frustration go hand in hand with having a grievance.  It is important however to keep in mind that you would like the Ombudsman to resolve your complaint but not to counsel you.  It is thus important to know not just that which you are complaining of but also the reasons behind your complaint.  Thus it is important to focus on the complaint but not associated emotions. 

INSTRUMENTS OF COMPLAINT 

 It is always preferable to state your complaint in writing be it by means of a letter, e-mail or the completion of a complaint form.   Telephonic consultations  are generally discouraged as they do not provide opportunity to obtain all necessary details of the complaints. On the other hand, written complaints best serve the interest of the customer and the office.  

INFORMATION TO BE INCLUDED IN COMPLAINT STATEMENTS 

Be sure to state your complaint in a simple, concise and clear manner.Your names, contact details and details of the administrative action complaint of are very important for purposes of feedback and investigation of the complaint.  

REDRESS SOUGHT 

Personal attacks against individual officer and organizations complained against do not add value to the resolution of the complaint.  What is important is the how and why you feel cheated and what you believe should be done to resolve your complaint. In stating what you believe would resolve your issue let it be within the bounds of reason.    

RECORD KEEPING

Always keep copies of correspondence between yourself and the agency complained of, and between yourself and ourselves and attach such copies to your complaint.  Once you have received correspondence from us, it will reflect your case number and it is important to quote it whenever you enquire as to the status of your complaint to allow for quick retrieval of your file.  

CHANNELS OF COMMUNICATION

  It is always necessary to know and utilise internal channels of communication in the agency you are dealing with.  It is only then that you will be best placed to utilize and exhaust them as a condition to taking your complaint to the Ombudsman if the matter still remains unresolved.