1. What does the word Ombudsman mean? The word Ombudsman is of Swedish origin and the Ombudsman institution was in fact first established in Sweden in 1809.
The term “Ombudsman” is an English translation of the Swedish word umbuds man from the Old Norse umboosmaor, meaning representative.
2. What is the role of the Ombudsman? The Ombudsman is responsible to receive, investigate and resolve complaint relating to maladministration of public service agency.
3. Do I have to pay for the services offered by the Ombudsman? No. There is no charge for the services offered by the Sarawak Ombudsman
4. How do I make a complaint? You can make a complaint to us by online complaint form, in writing, in person, or by telephone.
[Ref: Section 16]
5. What kinds of complaints can I make to the Ombudsman? We handle complaints about maladministration involving Government departments including:
State Civil Service;
Statutory Bodies;
Local Councils; and
Government Linked Companies.
[Ref: Section 12(1)(a)]
6. What does "maladministration" mean? Maladministration encompasses a range of inefficiencies and improper administrative practices, which can be described as follows:
Unreasonable conduct, which may manifest as excessive delays, discourteous behaviour, or a blatant disregard for the needs and circumstances of individuals affected by official actions;
The abuse of power, which encompasses the improper exercise of any authoritative or discretionary power, leading to harmful actions or the failure to act when required;
Procedures that are unreasonable, unjust, oppressive, or discriminatorily biased, resulting in experiences that are not only unfair but also damaging to those seeking assistance or resolution.
[Ref: Section 2]
7. What happened after I lodged my complaint? We will first assess whether your complaint comes within our jurisdiction and is pursuable.
If the complaint is pursuable, it will be further investigated through preliminary inquiry, including seeking information, documentary evidence, relevant records or files, or clarification from the public service agency concerned . We will then give you a substantive reply.
[Ref: Section 17(1)] [Ref: Section 17(2)]
8. When to complain to an ombudsman? You can complain to an ombudsman if you’ve already complained to the specific agency, and they couldn’t solve your problem through their complaint’s procedure.
[Ref: Section 14(1)]
9. Can I make an anonymous complaint? Typically, we do not pursue investigations into anonymous complaints unless the issue at hand is of a serious nature.
Furthermore, there must be enough detailed information provided within the complaint to allow us to carry out a thorough investigation.
[Ref: Section 15(1)(b)]
10. Can I complain on behalf of somebody else? According to the Sarawak Ombudsman Ordinance, 2023, our office is mandated to address complaints that are submitted directly by individuals who have experienced personal grievances, referred to as "aggrieved persons."
It is important to note that we can only assist these individuals in their pursuit of justice unless they are unable to represent themselves due to specific circumstances.
