Guide for Ombudsman Institutions: How to Conduct Investigations

05 Feb 2014
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This guide is to share knowledge about best practices developed by Ombudsman institutions around the world. It aims to provide personnel of Ombudsman institutions with accessible guidelines on the rules and approaches for examining complaints and most importantly, for conducting investigations. More specifically, the guide contains best practices on policies regarding the receipt of complaints, decisions to investigate or not, how they are investigated and how the results of those investigations are presented to the complainant, the subject of the investigation, the public and the media. At the same time it does not consider the specific types of complaints or complainants, specific subjects, media relation other than concerning investigations, alternative dispute resolutions or evaluating the effectiveness and efficiency of an Ombudsman institution.

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