Contact Information

The Office of the Ombudsman is open between 9.15 and 5.30 Monday to Thursday and 9.15 to 5.15 on Friday.

18 Lr. Leeson Street, Dublin 2.

Tel: +353-1-639 5600

Lo-call: 1890 223030

Fax: (01) 639 5674 Email: ombudsman@ombudsman.gov.ie

Section 16 Manual

OFFICE OF THE OMBUDSMAN

(Section 16 Manual)

A Guide to the Rules, Procedures, Practices, Guidelines and Interpretations used by the Office

Contents

Stage One: Complaint Receipt

Stage Two: Preliminary Examination

Stage Three: Investigation

Stage Three (cont'd): Investigation - Report of the Ombudsman

Appendix 1 - Client Service Charter

Appendix 2 - Complaints Against Ombudsman Staff Members by Complainants - Agreed Procedures

Appendix 3 - Schedule for Visits by Ombudsman Staff to Certain Citizens Information Centres

Appendix 4 - Guidelines on Screening Complaints

Appendix 5 - Jurisdictional Issues - Office of the Ombudsman - Office of the Ombudsman for Children

Appendix 6 - Liaison Arrangements with Bodies within Ombudsman's Jurisdiction

Appendix 7 - Framework For Reviewing The Outcome Of Complaints To The Ombudsman (Appeals System)

Appendix 8 - Office of the Ombudsman and Office of the Information Commissioner Offical Languages Act, 2003 Scheme

Appendix 9 - Procedural Guidelines Relating to the Conduct of Investigation Interviews