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Service Charter
Manitoba Ombudsman is committed to providing high-quality services to the public that reflect our values of integrity, respect, independence and excellence. This service charter reflects our values and expectations when working with complainants.
To the individuals who come to us with complaints:
Our commitment to you
At Manitoba Ombudsman, you have a right to:
- fair and unbiased service, process, and decisions in our investigations
- confidentiality and security of your personal information (we only share what is required to address or resolve your case)
- an explanation about our independent decisions related to your case, when permitted
- notification if we limit your services, including why and when the limitation will be reviewed.
When we can help with your matter, we will:
- reach out to you within three business days
- explain the process to address your concern and any action you must take
- explain how long it may take and what we can and cannot do
- attempt to pursue a fair resolution to the matter
- communicate with you regularly as the complaint is handled (a representative is assigned to every case)
- provide you with the outcome of your complaint and any decisions we make
- inform you if we get it wrong and how we will move forward
To meet your individual needs, we will:
- communicate in English or French and offer other interpretation services, if needed
- provide accommodations for persons with a disability, when requested
- work respectfully to understand your situation and needs
- help to complete your complaint or disclosure in writing, if you prefer more assistance
If you’re not sure Manitoba Ombudsman can help, we will:
- clearly explain our role and authority in person, by phone, or in writing
- guide you to other agencies that may help if we cannot
How we work together to serve you best
To help us help you, please:
- address your privacy, access, or fairness concern with the public body or trustee, before filing a complaint with us
- tell us if your situation is urgent and your personal safety or well-being is at risk
- provide requested information to support your complaint within agreed timeframes (electronic versions are preferred)
- keep us up to date if your circumstances change or you have new information
- inform us if you have specific service needs (e.g., interpreter, accessibility accommodation, etc.)
To have a safe and respectful working relationship with us, we ask that you:
- be willing to listen to and respect our representatives and their time
- cooperate with representatives when you are asked to modify or stop specific behaviour
- understand that the result you seek may not be achieved through Manitoba Ombudsman
We want to hear from you
We value and welcome your feedback. Please tell us if you think we provided good service or if we did not meet our commitment to you in this service charter.
- As a first step, raise your concern with the representative who worked with you on your question, complaint, or disclosure
- If you remain unsatisfied, you may contact the manager overseeing your complaint who will consider your service concern, decide the appropriate course of action, and inform you.
You are welcome to send us your service feedback at any time:
View our contact page for other ways to reach us.
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