Integrity: the third principle

Integrity: the third principle

Published February 02, 2026

Introduction

Integrity means honesty, consistency of values, adherence to ethical principles, and the responsible use of authority.   Integrity is not just a personal virtue, but an institutional requirement that must be reflected in systems, procedures, and cultures of governance.

Understanding

Within the context of the public administration, integrity requires that public officials act honestly and in good faith, use their authority and discretion only for legitimate purposes, treat persons fairly and consistently, avoid conflicts of interest and be open to scrutiny and correction.

Integrity goes beyond compliance with rules, because an action may be lawful yet lack integrity if it is misleading, unfair, or motivated by improper considerations. Integrity demands that discretion be exercised responsibly, transparently, and with respect.  Abuse of discretion, hiding mistakes or indifference to harm are failures that run counter to integrity. 

Standards

The Ombudsman investigates administrative conduct of Government (including the public service and the public administration) not only to determine whether such conduct is legal or not but also whether it is inconsistent with principles of ethical governance, including reasonable and proportionate behaviour, respect towards service users, clarity in communication, willingness to acknowledge and correct mistakes.

Failings

Integrity fails where relevant information is withheld, where rules are applied rigidly to avoid responsibility and where legitimate concerns of the public are ignored.  The Ombudsman provides a forum where such conduct by public bodies can be examined fairly and independently.

Systemic

Complaint patterns may reveal deeper issues: weak leadership, inadequate training or guidance, and structural incentives that reward expediency over fairness.  As an oversight institution, the Ombudsman can identify systemic risks and recommend reform measures to strengthen integrity frameworks.

Digital

Digital transformation presents challenges for all, including the public administration. Integrity in the digital state requires that technology serve human values, not replace them.

Trust

Integrity fosters trust. When people believe that complaints will be handled fairly and independently, they are more inclined to accept outcomes, even when unfavourable to them. 

Conclusion

In its investigations and recommendations, the Ombudsman gives integrity practical and institutional expression. Integrity is not an optional virtue. It is the condition upon which legitimate governance depends, and the Ombudsman is there to defend that standard.