Complaints Commission could be replaced by Ombudsman – report

The reforms required included sharing of draft facts to reduce disputes, binding factual findings and requiring ministers to publicly justify any rejection of reports.

It recommended that the Council of Ministers produce reports on the reasons for rejections, that review hearings be introduced for ministers who reject results, and that regular conferences be held to promote “understanding and compliance”.

The Ombudsman Association, the professional body for ombudsman systems and complaints handlers in the United Kingdom and Crown Territories. said it welcomed the report and believed it was the most effective model to address problems.

“The benefit to citizens therefore lies not only in the resolution of disputes, but also in increased efficiency and effectiveness in the public service because you get it right the first time,” it said.