Opinions and recommendations

If the ombudsman handles a complaint and the conflict is resolved, an opinion will in most cases not be issued. If this is not the case and the ombudsman conducts an investigation, the complaint may be declared founded or unfounded.

If the ombudsman forms an opinion about your complaint, this opinion will be recorded in writing in a letter or a report.

The ombudsman will send the report to you and the municipal authorities. In addition, this opinion will be made public, without disclosure of your personal details of course. Publication makes it possible for others, for example people who have the same complaint as you, to take note of the municipal ombudsman’s point of view.

When issuing his or her opinion, the ombudsman may also make recommendations to the municipal authorities to take measures that could resolve the complaint and prevent a recurrence.

Indicators of proper conduct
The central question when assessing complaints is whether the complainant was properly treated by a municipal organisation or an employee of a municipal organisation.

The basic principles of proper treatment are set out as indicators. These indicators were drawn up jointly by the National ombudsman and the municipal ombudsmen.

The standards of proper conduct for the government consist of 22 rules, each of which is accompanied by a brief explanation. The essence of proper government conduct can be summarised in four core values:

  • Open and clear
  • Respectful
  • Engaged and solution-oriented
  • Fair and reliable