Inclusiveness - the sixth principle

Inclusiveness - the sixth principle

Published April 10, 2026

Introduction

Public bodies are judged not only by what they do, but also by who they reach, who they hear, and who they protect. 

Inclusiveness is central to the very purpose of the Office of the Ombudsman. 

The Ombudsman serves everyone, every person, including those who are least likely to complain or least confident that they will be treated fairly. 

Inclusiveness therefore requires active outreach and equitable treatment.

Legitimacy

The Ombudsman is a trusted Office because it is independent, fair and open to all.  Considerable are the injustices that do not become written complaints.  Some fear adverse or punitive effects.  Others perceive procedures as complex.  Others feel lost because of language or literacy obstacles.  The Ombudsman is there for these as well.

Access

Inclusiveness begins with access. In this country, access to the Ombudsman is inclusive because the Office has in place multiple complaint channels (online, in person, phone, mail), plain-language communication, and one-to-one meetings and networking. 

Listening

For many complainants, particularly those who are vulnerable, the opportunity to be heard and to receive attention is itself justice. 

Considerable in number are the people who approach the Ombudsman after failed attempts to obtain a response from a public office. Simply being heard—having one’s story acknowledged—is often the first step toward restoring trust.

Equality

Equality does not mean identical treatment. Inclusiveness requires equality, which acknowledges differences.  A person in detention may require proactive assistance to lodge a complaint. A person with a disability may need adjustments to participate fully. A non-national complainant may need reassurance of impartiality.  An elderly person may require adapted communication.  The Ombudsman does not privilege some rather than others but strives for level treatment where everyone has a fair chance to be heard.

Impartiality

It means independence from bias and improper influence. Inclusiveness strengthens impartiality.

Weight

Inclusiveness carries moral weight because it affirms the dignity of every person and rejects the idea that some people matter less than others.  An inclusive Ombudsman does not take sides—but always takes people seriously.

Equity

Equity means treating people fairly.  Justice is not blind to reality. People are not a file number and therefore cannot be overlooked. 

The Ombudsman plays a key role in identifying acts, omissions or practices that constitute maladministration [Art 22(1) and (2) of Chapter 385] When one person receives a benefit or opportunity that another, in comparable circumstances, is denied without justification, the Ombudsman intervenes.  Equity is not only about helping the vulnerable, but also about maintaining integrity and consistency in public administration.

Conclusion

Inclusiveness strengthens the rule of law and transforms justice from a legal concept into a lived reality. Fairness is measured not only by rules and procedures, but by outcomes and human impact.  The Ombudsman strives to ensure that justice is not reserved for the few, but shared by all.