How are complaints submitted to the Ombudsman?

Complaints can be lodged with the Office of the Ombudsman in the form of a letter, by email or by the appropriate complaint form, which provide all the necessary information about:

• the government department, agency, or organisation which is alleged to have been responsible for
maladministration or injustice towards the complainant;
• the action, decision or omission which lies at the root of the grievance;
• the steps that have already been taken by the complainant to try to resolve the problem or to have a
review/reconsideration of the decision or action which is considered unfair;
• the outcome of these efforts to seek redress;
• the way in which the action of the public body concerned affected the complainant;
• the reason why, in the view of the complainant, the public body resorted to this action or infringed
upon complainant’s rights; and
• what should be done in complainant’s view to put things right and to resolve the complaint.

Copies of correspondence and documents necessary to support the complaint and to show that the public body concerned has already been approached in order to provide redress should be made available by the complainant to the Office of the Ombudsman before an admissible complaint can be investigated any further.

If the complaint is lodged by email, or by the online complaint form, a printed and signed copy of the complaint form together with all supporting documentation must be mailed to the Office of the Ombudsman at 11, St. Paul Street, Valletta.