{"id":2578,"date":"2019-10-14T04:19:51","date_gmt":"2019-10-14T04:19:51","guid":{"rendered":"http:\/\/www.ombudsman.gov.lk\/?page_id=2578"},"modified":"2021-12-27T07:18:36","modified_gmt":"2021-12-27T07:18:36","slug":"client-charter","status":"publish","type":"page","link":"https:\/\/www.ombudsman.gov.lk\/index.php\/client-charter\/","title":{"rendered":"CLIENT CHARTER"},"content":{"rendered":"

[vc_row][vc_column][vc_empty_space height=”25px”][\/vc_column][\/vc_row][vc_row][vc_column][cms_heading subtitle_pos=”top” css_animation=”left-to-right” title=”VISION” color_title=”#0017ef”][vc_column_text]<\/p>\n

With the view of eradicating administrative injustices caused by the officials of the State and other similar institutions, it is our vision to make every effort to ensure sound public service through vigilance and particularly be delivering just & fair decisions that are combined with impartiality and transparency<\/strong><\/h3>\n

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Carrying out unbiased investigations into the complaints made in relation to violation of individual rights caused by erroneous administrative decisions taken by the officials of the State, Local Government Institutions, Statutory Boards, Corporations and Semi-Government Institutions; and thereafter to make appropriate orders, decisions, suggestions and recommendations remedying those violations. Aforesaid violations include administrative miscarriages and various other injustices including violation of Fundamental Rights enshrined in the Constitution of the Republic of Sri Lanka<\/strong><\/h3>\n

[\/vc_column_text][vc_empty_space height=”20px”][\/vc_column][\/vc_row][vc_row][vc_column][cms_heading title=”Functions of the Institute” color_title=”#2828ff”][vc_column_text css_animation=”left-to-right”]<\/p>\n

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    Conducting investigations, in relation to complaints which are addressed directly to the Ombudsman by the members of the general public; with the view of eradicating violations of fundamental rights or similar injustices caused by the officers of Government Departments, Public Corporations, Provincial Councils or any such other Institutions and then to request, suggest and\/or make recommendations to have erroneous administrative decisions reversed.<\/h4>\n<\/li>\n
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    This institution, also investigate into the matters brought before the Public Petitions Committee in the Parliament by a Member of Parliament when those complaints reveal any violation of right referred to in the preceding paragraph and then to arrive at decisions eradicating injustices caused.<\/h4>\n<\/li>\n
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    Therefore, key function of this institution is to steer the administrative mechanism of Sri Lanka towards the correct path in accordance with the Laws of the Land and the Rules & Regulations made thereunder while granting reliefs to the people whose rights have been violated.<\/h4>\n<\/li>\n<\/ul>\n

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    • Beneficiaries are the members of the General Public who had been the victims of injustices caused by the decisions of the officials of the Government Departments, Public Corporations, Provincial Councils or other like institutions.<\/strong><\/li>\n<\/ul>\n

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      • Finally, our exercise would be to have the standard of the entire administrative system of the country uplifted.<\/strong><\/li>\n<\/ul>\n

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        [\/vc_column_text][vc_column_text css_animation=”left-to-right” font_container=”font_size:16″]Following important directions are to be followed when making complaints to our institution.<\/strong>[\/vc_column_text][vc_column_text css_animation=”left-to-right” font_container=”font_size:16″]<\/p>\n

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        • Complaints should be made in writing supported by documentary evidence; and it should be against a particular wrongful administrative decision.<\/strong><\/li>\n<\/ul>\n

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          • It is necessary to submit matters accurately, in the properly completed form \u2013 \u201cOMB 01\u201d.<\/strong><\/li>\n<\/ul>\n

            [\/vc_column_text][vc_column_text css_animation=”left-to-right” font_container=”font_size:16″]Such steps would enable us to obtain information provided by the general public, clearly and accurately. It will also assist us to grant relief within a short period of time.<\/strong>[\/vc_column_text][vc_empty_space height=”15px”][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n

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            [\/vc_column_text][vc_column_text]Measures would be taken with regard to the complaints made to the Parliamentary Commissioner for Administration (Ombudsman) in terms of the provisions contained in the Parliamentary Commissioner for Administration Act, No.17 of 1981 as amended by the Act No.26 of 1994. In respect of the complaints which do not fall within the scope of the said Act, the complainant would be informed immediately of the reasons for the refusal of such complaints.<\/strong>[\/vc_column_text][vc_column_text]Every effort would be made to arrive at a preliminary decision with regard to the future actions that are to be taken on a particular complaint, at least within 03 days from the date of receipt of such a complaint.<\/strong>[\/vc_column_text][vc_column_text]As the first step, reports are to be obtained on the issue from the respondent party. Thereafter those reports are being studied. Every effort is being made to grant relief, upon considering carefully the matters found in those reports.<\/strong>[\/vc_column_text][vc_column_text]When the issue appears complexed, the matter is fixed for inquiry having summoned all the parties and thereafter appropriate recommendations are being made to rectify any injustice if caused.<\/strong>[\/vc_column_text][vc_empty_space height=”15px”][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_custom_heading text=”Following are the matters that do not come within the scope of the Ombudsman.” font_container=”tag:h4|text_align:left|color:%23000000″][vc_column_text css_animation=”left-to-right” font_container=”font_size:16″]<\/p>\n

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            • Requests for employments\/houses. (Section 10(2) of the Act)<\/strong><\/li>\n
            • Matters relating to public security and the matters in relation to the provisions in the Public Security Ordinance. (Section 11(b) (i) of the Act)<\/strong><\/li>\n
            • Complaints connected with the terms and conditions of the service of any person who is or was a member of the Armed Forces, Police Force or other Forces charged with the maintenance of public order. (Section 11(b)(iii) of the Act)<\/strong><\/li>\n
            • Matters in which a decision has been pronounced or being heard in a court of law. (Section 11(b)(iv) of the Act)<\/strong><\/li>\n
            • Complaints regarding appointments, transfers, dismissals or disciplinary control of public officers. (Section 11(b)(v) of the Act)<\/strong><\/li>\n
            • Complaints regarding the matters which are being or had been subjected to auditing by the Auditor General. (Section 11(b)(vi) of the Act)<\/strong><\/li>\n
            • Complaints made after a lapse of a long period of time. (Unreasonable Delay) (Section 13(1)(c) of the Act)<\/strong><\/li>\n
            • Matters relating to public policies or cabinet decisions.<\/strong><\/li>\n
            • Election issues of the Commissioner of Election.<\/strong><\/li>\n
            • Complaints against disputes among private parties including private companies.<\/strong><\/li>\n
            • Anonymous or unsigned complaints.<\/strong><\/li>\n<\/ul>\n

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              If the general public who seek relief from our institution are aware of the matters mentioned above, it will help us to provide services effectively and without delay.<\/strong><\/h4>\n

              ____________<\/p>\n

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