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| Speaker: |
Mr. Howard Kushner |
| Title: |
Ombudsman of British Columbia |
| Date given: |
April 2003 |
| Audience: |
Forum of Canadian Ombudsman Conference (FCO) |
| Location: |
Ottawa, Ontario |
|
Ombudsman Fairness Checklist
Communication
- Public information is available and understandable
- Forms are in plain language
- Clients are given all the information they need
- Clients are treated with courtesy
Facilities and Services
- Telephones are answered promptly
- Voicemail, answering machines or toll-free numbers are available
- Premises are easily accessible and suited for wheelchairs
- The environment is safe and healthy for workers
- The public's right to privacy is respected
Decision Procedures
- Those affected by a decision have a chance to give information and evidence to support their position
- Decisions are made within a reasonable time
- Reasons are given for decisions
Appeal, Review, and Complaint Procedures
- At the time of decisions, people are told of any existing appeal or review procedures
- Complaint procedures are clearly defined
- The public is asked for ideas on improvements in service
Organizational Issues
- Staff are given clear titles for the functions they perform
- Agencies consider whether reorganizing would provide better quality service
- Agencies cooperate with one another to provide better service to the public
Agency Review and Planning
- The public invited to participate in planning programs
- How decisions will be made is clear from the beginning
- Statistical information needed to evaluate and improve performance is recorded and maintained
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