What we can and cannot do

This section explains which organisations we can investigate, what actions we can take as an independent institution handling complaints, and some essential details about time limits and legal actions to consider.

Organisations we can investigate

The law determines which public bodies can be investigated by the Ombudsman.

We investigate actions or non-actions taken by public bodies, such as Government departments, Ministries, Public officers, statutory public bodies, companies in which the Government has a controlling interest, and Local councils.

We can initiate investigations either following written complaints or on our own initiative.

As an independent body, we answer to the House of Representatives.

Organisations we cannot investigate

We do not have jurisdiction to investigate:

Private Sector Issues: These include private persons, such as lawyers, doctors, and engineers in private practice, private companies, and private contractual or commercial transactions.
High-Level Government and Judicial Matters: Actions of the President, the House of Representatives, Cabinet, and the Judiciary. Therefore, court judgements and other court pronouncements, the conduct of judicial proceedings, and any matter subject to proceedings before any court or tribunal fall outside the competence of the Office.
Security and Law Enforcement: Activities related to investigating crimes by the Police, the Armed Forces of Malta (except as regards pay/salary, promotions, and pensions), and the Security Service.
Specific Commissions and Authorities: This includes the Malta Broadcasting Authority and commissions set up under ad hoc legislation, such as the Commission for the Administration of Justice, the Electoral Commission, the Employment Commission, and the Permanent Commission against Corruption.
Designated Constitutional Roles: Actions taken by the Attorney General under specific constitutional powers, the Auditor General in specified functions, and persons acting as counsel or legal advisers to the Government.
Procedures Before Specific Bodies: Issues involving non-government organisations, such as the Public Service Commission, unless all available means of redress have been exhausted.

We cannot investigate complaints that concern any of the above categories.

However, if you are unsure where to turn, you may still contact us at +356 2248 3216, and we will help direct you to the appropriate organisation that can assist you.

What you can expect from us

If an entity falling within our jurisdiction has not acted properly or fairly or has provided poor service and not rectified the issue, you can refer your complaint to us. If an organisation erred, we recommend appropriate measures to rectify the situation.

We are committed to a transparent and fair process, keeping you informed at each stage to ensure consistent, quality service.

All investigations conducted by the Ombudsman are secret and confidential. All the information provided to the Office is used only for investigation purposes.

See also: What to do before you come to us | If we can't help | Case Studies

Check if we can investigate your complaint

You can check if we can help you with your complaint by using our complaint checker tool

Complaint Checker