23 Apr 2017

The Ombudsman, Mr Augustine Makgonatsotlhe has implored heads of departments to cooperate with his office to ensure that their mandate of uprooting mal-administration in government is well carried out.
Speaking during a  seminar organised for heads of departments in Maun recently, Mr Makgonatsotlhe noted with concern that some departments were notorious of failing to provide information to his office upon request, a situation that delayed justice to be carried out.

 However, he warned the principal administrators that there were some instruments that his office could evoke to mitigate this worrying state of affair. For instance, he said principal administrators could be subpoenaed to his office, failure to which they would be held in contempt of court.

He said although it was not written in the law, the Ombudsman could also use the media to name and shame departments or organs which failed to comply with information provision. Mr Makgonatsotlhe said if the departments failed to enforce his office recommended remedial action, he was permitted to write a report and submit it to the National Assembly. He further advised heads of departments to always make informed decisions to avoid injustices.

“You make decisions that affect the lives of people and sometimes they suffer injustices in the process,” he observed, adding that his office was established to provide recourse for these kinds of situations. The Ombudsman further said decision makers should adopt best administration practices to reduce complaints, which  included acting in accordance with the laws, regulations and policies of government including those of the institution concerned as well as paying due regard for the rights of the individuals concerned.

He also advised them to be customer focused and treat customers courteously and respectfully, no matter how distasteful their ideas might seem. He said customers should be informed about what was expected of them to access the service and what in turn they would have to expect.
“Where mistakes have been made, acknowledge them promptly and apologise,” he said, adding that an appropriate remedy should be offered as soon as possible to avoid a feeling of injustice, which could have resulted from the commission of the mistake.

The Ombudsman said an effective complaint or grievance handling procedures should offer a fair and appropriate remedy when a complaint was upheld. He said policies and procedures should be regularly. end