The Ombudsman: a mover of change

The Ombudsman: a mover of change

Published March 18, 2026

Published on Newsbook.com.mt on 17th March 2026

Introduction

Even in the most well-designed systems, maladministration, inefficient behaviour, lack of understanding, and abuse of discretion do arise.  As an institution that stands for fairness, the Ombudsman does its fair share to bring about improvement in public services. Far from being simply a complaint-handler, the Ombudsman does its best to move forward change for the better by striving for good governance, more accountability and having in place a culture of service rooted in integrity and respect for the public.

Central

The primary role of the Ombudsman is to receive, investigate and address written complaints from the public regarding decisions, recommendations, acts or omissions of public bodies.  In the conduct of investigations, that could lead to a final opinion, the Office is independent from political or administrative interference, impartial and accessible to all persons, whether they are Maltese nationals or not, and free of charge. The target is to make justice accessible to all persons who have an interest and who claim to have been treated unduly by public bodies. 

Systemic

Finding a fair and reasonable solution for individual complaints is important.  However, this is not enough.  The Ombudsman is there to propose systemic reform wherever this is necessary to prevent future complaints.  Each complaint tells a story, but patterns of complaints can reveal structural weaknesses. Through investigation and analysis, the Ombudsman identifies recurring failures whether in policy, administrative processes or practices.  When recommendations are made by the Ombudsman, they often go beyond the remedy of a particular injustice. They may call for revision of legislation, the improvement of internal procedures, better training of staff, better oversight procedures and more communication with the public.  Individual grievances can become opportunities for institutional change. Public bodies can become more responsive when prompted by independent scrutiny.

Accountability

Accountability is the essence of democratic governance.  When absent, public authority moves towards arbitrary behaviour. Public officers should know or made to know that their decisions, acts or omissions may be examined, not only by the Courts of Justice, but by oversight constitutional bodies including the Ombudsman that have the authority to determine unreasonable, unfair, oppressive or improperly discriminatory behaviour.  If only on the basis of such an understanding, standards in public bodies should rise in every occasion.  Ombudsman reports set benchmarks for future conduct and indicate what the public service should strive to achieve or avoid.  The Ombudsman encourages public bodies to have their own complaint-handling mechanisms. A responsive public service listens, corrects, and improves.

Sensitive

The public administration should lead by example.  Having procedures in place is good as they can help ensure fair treatment, but red tape does the opposite.  The person should be at the centre of good governance.  Every complaint – whether justified or not – is a lived experience.  By listening to people, the Ombudsman affirms the principle that protecting the rights of people starts by listening to people especially those persons who have no one to turn to.  This approach strengthens ethical awareness.

Trust

Trust is fragile, comes about gradually and is lost quickly. By being an independent reviewer, the Ombudsman gives the public an opportunity to correct injustice. Even when complaints are not upheld, a fair and transparent process can restore confidence.  Trust also grows when institutions show timely willingness to implement recommendations. Compliance is tangible evidence of commitment to improvement.

Ethics

When an Ombudsman investigates, his job is to determine fairness and establish what is due.  His role is not to seek to punish or embarrass but to correct and strengthen. Respectful dialogue should come first as this can bring about reform. When public officials view the Ombudsman as a means to improve services to the public rather than an adversary, then meaningful change becomes possible.  This non-conflictual yet independent approach is delicate but strong because the Ombudsman can challenge what is unfair while fostering what requires change.

Vulnerable

The vulnerable struggle to find their way in complex administrative processes.   The Ombudsman helps public institutions come to terms with their role to be of service to all and should not resist what in substance can make a real difference in the lives of people.  Whether through improving access to services or ensuring reasonable courses of action, the Ombudsman helps ensure that public administration serves all without distinction.

Challenges

Resilience and credibility, earned through fairness and and consistency—enable the Ombudsman to address challenges. Keeping the public close and informed is effective and beneficial. The authority of the Ombudsman rests not on moral persuasion and reasoned analysis.

Future

As the public administration becomes more complex - digital transformation, artificial intelligence, cross-border governance – the role of the Ombudsman has to adapt and continue to evolve.  Future demands may include algorithmic decision-making and transparency, privacy concerns, access to digital services, climate-related administrative decisions.  Confronted with rapid transformation, the Ombudsman has to be prepared to pursue a balance between innovation and the protection of rights. The institution must remain adaptable, knowledgeable, and forward-thinking. That is what it intends to continue doing while striving for ensuring justice and fairness in the administration of public services.