The Office of the Ombudsman features in IOI Best Practice Paper on Outreach Initiatives
Published April 11, 2025
The Office of the Ombudsman features in IOI Best Practice Paper on Outreach Initiatives
Published April 11, 2025
The International Ombudsman Institute (IOI) has published a new Best Practice Paper dedicated to outreach strategies, and for the first time, the Office of the Ombudsman in Malta is featured among the examples of international good practice. This recognition follows the Office’s growing efforts to bring the institution closer to the public and to raise awareness of its mandate and functions.
The IOI Best Practice Paper highlights the importance of ensuring that individuals—particularly those who face barriers to participation—are aware of the existence and services of Ombudsman institutions. It also underlines the need for Ombudsman offices to better understand the concerns of the communities they serve. Drawing on exchanges among IOI members during the 2024 World Conference in The Hague, the paper presents a range of practical approaches adopted around the world to connect with the public in meaningful and inclusive ways.
Intended as a starting point for reflection, the paper encourages Ombudsman institutions globally to share experiences, learn from one another, and explore diverse outreach strategies. This Best Practice Paper was coordinated and authored by the National Ombudsman of the Netherlands. The IOI introduced the series to provide guidance on key features that underpin effective offices and to promote the exchange of proven practices.
Malta’s inclusion acknowledges the Parliamentary Ombudsman’s active commitment to educational and community engagement. This includes participation in Freshers’ Week events at local tertiary institutions, civic and educational talks in secondary schools, and ongoing engagement with NGOs and members of the public. The paper also features Malta’s initiatives in the use of digital platforms and media, and the integration of research and internal data—particularly surveys—to guide outreach efforts.
These initiatives have produced tangible results. Since the appointment of Judge Joseph Zammit McKeon as Parliamentary Ombudsman in March 2023, the Office has adopted a strategy aimed at bridging the gap between the institution and the wider public. Compared to 2022, by the end of 2024 the Office recorded a 143% increase in assistance provided and a 30% rise in complaints received.
