How to make a complaint
Understand the ways you can make a complaint, and what you'll need before you submit and complaint. Use the complaint checker to see if your complaint can be submitted to the Office of the Ombudsman
How to make a complaint
If you are dissatisfied with the response from the relevant public entity, or if they have not replied at all or in a reasonable time, you can submit your complaint in several ways.
Use our online form, download and fill out the form to send by email or post, send us a letter or email, or you can come to our office in Valletta.
Please include a copy of an identification document with your complaint.
Providing as much information and relevant documents as possible is essential when making a complaint.
Here is what you should include:
- The name of the public entity involved.
- What you believe the organisation did wrong.
- How their actions have negatively affected you.
- What you hope the organisation will do to fix the issue.
- Any previous correspondence you’ve had with the entity.
All complaints should be addressed to the Ombudsman, who may assign them to a Commissioner or an Investigating Officer.
Sometimes, we can resolve a complaint directly with the entity involved without a formal investigation.
On this page
Before you start the complaint form
You should give the entity you’re unhappy with a chance to sort things out before bringing your complaint to us. If you haven’t complained to the entity yet, you will need to complete this step before submitting a complaint with us. If your complaint is ready to submit to us, you can go ahead and submit a complaint.
What to do before you come to usWhat you will need to complete the form
Before submitting a complaint to us, ensure you have the following:
- Detailed Description: Provide a clear and concise description of the issue or grievance you are experiencing.
- Relevant Information: Gather any relevant documents, evidence, or correspondence related to your complaint.
- Attempts to Resolve: Document any attempts you've made to resolve the issue directly with the involved parties or organizations.
- Contact Information: Include your full name, contact details, and any preferred method of communication.
- Identification Details: If applicable, provide relevant identification details such as account numbers, case references, or identification numbers.
- Supporting Documentation: Attach any supporting documentation that can substantiate your complaint, such as contracts, invoices, or screenshots.
- Desired Outcome: Clearly state the outcome you seek from the Ombudsman's intervention.
Preparing these items beforehand can streamline the complaint submission process and ensure that your concerns are effectively communicated to the Ombudsman.
Submitting a ComplaintWays to submit a complaint
Here are various ways to submit a complaint to the Ombudsman:
Online: Complete and submit the complaint form online. You’ll need to create an account to submit a complaint, which allows you to track its status.
Email: Send the completed complaint form as an attachment by email to our Public Relations Officer
Post: Print out the complaint form and mail it to the following address:
Office of the Ombudsman
11/12, St. Paul Street
Valletta VLT 1210
Malta
In Person: If you encounter any difficulty filling out the complaint form or need to speak to one of our representatives, you may visit the Office of the Ombudsman, and we will be happy to assist you.
The Ombudsman charges no fees for his services and undertakes to conclude his investigations in the shortest possible time although this commitment does not in any way prejudice the quality of his work.
The Investigation Process
Check if we can investigate your complaint
You can check if we can help you with your complaint by using our complaint checker tool
Go to Complaint Checker