Handling of Complaints

Request for Re-assessment / Review

  • For cases screened out, complainants may make an appeal to this Office in writing with justifications within the specified time frame. We will re-assess such cases and consider the complainants' grounds to decide whether the cases should be re-opened for further follow-up actions.
  • Complainants dissatisfied with the findings or conclusions of our inquiry/investigation may seek a review of their cases in writing and provide justifications and/or supporting information within the specified time frame. We will re-examine the case in detail and, where necessary, seek further information or comments from the organisation(s) under complaint. In the review report, The Ombudsman will make a final decision on whether the original conclusion should be upheld or varied.
  • Complainants may request re-assessment or review of their complaint cases no later than 6 months upon being notified of the decision/result. If they are not able to meet this time frame, they should account for not raising the request within 6 months so that special consideration may be given to the request. Normally, each complaint case will only be re-assessed or reviewed once.
  • Apart from requesting a review by this Office, the complainants may seek a judicial review of The Ombudsman's decision.
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