OMBUDSMAN REPORT
that the number of complaints would be fewer if administrative officials would explain their decisions in greater detail. In a good many cases the petitioner does not understand why the official decides as he did, and therefore imagines he has been discriminated against. Complaints must be in writing. The first step in handling a case is to demand from the authorities concerned the documents in the case including all relevant files. It is usually possible from these documents to judge if there is a sufficient cause for complaint. Unless it is clear that the complaint is unwarranted he may request further information. He may even himself hold a hearing or assign the questioning to one of his assistants. If the matter demands knowledge of some special field, the relevant expert governmental authority is obliged to assist and give his opinion. He often also initiates investigation without being motivated by a complaint; sometimes on the basis of reports appearing in the newspapers or as a consequence of observations made on inspection tours.
The steps taken after investigation, where a fault is found, range in some countries from ordering a prosecution to sending a me- morandum or reminder to the official concerned. Chiefly prosecutions are initiated in cases where there has been a disregard of a citizen's legal rights. He must not be content simply to state his opinion, he must support it by clearly stated and convincing reasons.
The mere existence of an Ombudsman, independent of the bureaucracy, to which anybody may carry his complaints, will serve to sharpen the attention of the authorities in dealing with cases and to counteract tendencies toward abuse of powers and arbitrary de- cisions. Awareness of the fact that an official action may be ques- tioned by the Ombudsman will certainly cause officials to take greater pains in doubtful cases.
By the rejection of unwarranted complaints, after proper inves- tigation and on grounds clearly stated, the Ombudsman contributes to strengthening public confidence in the authorities, and thus in the well-being of society.
One of the qualities which has created excitement about the
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