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BC ombudsperson setting up 'Ombudsperson Office for the Day' in Creston

On Oct. 3, public will be able to make a complaint in person with ombudsperson staff at “Ombudsperson Office for the Day”...
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Over 7,600 inquiries and complaints were responded to and 1,900 early resolutions or investigations were completed last year by the Office of the BC Ombudsperson and on Oct. 3, the public will be able to make a complaint in person with ombudsperson staff as an “Ombudsperson Office for the Day” is set up in Creston, part of a tour that includes Osoyoos, Grand Forks, Trail, Castlegar and Nelson.

“We serve the entire province, if people have not been successful in resolving their problems with the public agency and still feel they have not been treated fairly and reasonably, they can come to us”, says ombudsperson Kim Carter. “While the majority of complaints are by telephone, mail or online, some people are more comfortable meeting face-to-face and I feel it’s important that this opportunity is available to people throughout the province.”

B.C.’s ombudsperson office can investigate complaints about all provincial ministries and boards, Crown corporations, colleges and universities, schools and boards of education, health authorities, local governments and self-governing professions. Appointments need to be booked ahead of time by calling 1-800-567-3247. While ombudsperson staff meet with individuals, the ombudsperson speaks with public agencies and community groups.

The role of the Office of the BC Ombudsperson is to enhance openness, transparency and accountability. The office does this by receiving and investigating individual complaints and conducting systemic investigations to consider issues from a broad perspective. The Ministry of Social Development and Social Innovation, the Ministry of Children and Family Development, the Ministry of Justice, the Ministry of Health, BC Hydro and WorkSafeBC were the five most significant provincial public authorities dealt with during the year.

Individual complaints resolved were varied last year and included interest charges with an apology from Revenue Services BC and travel costs for medical care covered by the Ministry of Social Development and Social Innovation.

A number of complaints also resulted in improvements to program delivery, including new policy, new procedure for income assistance recipients, and revision of unfair demands policy, both dealing with the Social Development Ministry; and a better understanding of how the Ministry of Trans-portation and Infrastructure scores bids.

Recent systemic investigations include “Time Matters”, which looked at income assistance and disability issues and resulted in $350,000 in lost benefits paid to persons affected by government delays. Most recently, “Striking a Balance”, which examined the operation of an environmental protection program, made 25 recommendations aimed at improving gaps in how an environmental protection program was operating. Twenty-four recommendations were accepted by the government.

The office is currently investigating the regulations of private career training institutions.

—OFFICE OF THE BC OMBUDSPERSON