Managing complaints: Focusing on users and non-users of the system

This chapter is about the citizens’ voice in an ombuds process. I argue that a reformed Public Services Ombud needs to have mechanisms in place to integrate users’ views into the decision-making process. This will benefit citizens’ experience of the complaint process and foster legitimacy and trust in the ombuds institution. It will also help educate the public about an ombud’s responsibilities. Taking users’ views into account in the design and management of ombuds will assist in getting the best out of the system. Informed by empirical evidence, my chapter focuses on three topics: (1) procedural fairness; (2) managing expectations; (3) systemic learning, data collection and reporting. I conclude with practical recommendations for an amended ombuds bill, which better integrates user-views