The Institution External Contacts
Members of the public
Members of the public can phone the National Ombudsman Office or contact it in writing. There is a free telephone hotline that they can use to check whether their complaint falls within the jurisdiction of the National Ombudsman. If it does not, they are offered advice and information about appropriate alternative procedures.
During investigations, contact is chiefly in writing or by phone. Depending on the nature of their complaints, complainants may also visit the National Ombudsman Office, or staff from there may interview them and/or other relevant people “on site".
Educating the public
There is a policy of actively educating the public about the duties and role of the National Ombudsman. The image of the institution that is projected is that of an easily accessible and approachable form of supplementary protection for the rights of individuals. The main channel of communication is regular commercial advertising on radio and television and in the print media. The National Ombudsman's information office also maintains active contact with the news media, there is a weekly column in a major national newspaper, and part of the Ombudsman's website is designed specifically for the general public.
Intermediaries such as lawyers, legal aid offices and welfare officers have a major role to play in referring members of the public to the National Ombudsman or in approaching him on their behalf. To increase the familiarity of such professionals with the jurisdiction and procedures of the National Ombudsman, a quarterly newsletter is sent to them and talks are provided by members of the National Ombudsman's staff for professional bodies.