How to complain

You can file a complaint with the Parliamentary Ombudsman if you feel that a public authority, an official or a private party performing a public task has not complied with the law or fulfilled its duty, or if you suspect that fundamental and human rights have not been appropriately implemented in their activities.

Before filing a complaint, it is often advisable to get in direct contact with the authority that you feel has acted unlawfully. That in itself can sometimes lead to a swift resolution of the problem.

The Ombudsman does not investigate

a matter currently pending before another authority, unless it is a question of, for example, delay in the processing of the matter or the conduct of a public official
a complaint concerning a matter older than two years, unless there are special reasons for an investigation

You can file a complaint on your own or together with others. A complaint can also be made on someone else’s behalf. Power of Attorney needed when complaining on someone else’s behalf.

Anonymous complaints will be recorded but they will not be investigated.

There is no charge for investigating a complaint.

You can complain about unlawful actions, such as

exceeding authority or abusing discretionary powers
undue delay in dealing with a matter, not providing adequate reasons for a decision, carelessness, failure to provide advice, inappropriate behaviour or other conduct contrary to good administration
violations of fundamental and human rights

For example, the following are public authorities

state agencies and institutions
wellbeing services counties
municipal bodies, such as a municipal council or a municipal board
courts of law

Public officials include the following

police officers
bailiffs (distraint enforcement officers)
social workers
doctors at health centres
municipal managers
elementary school teachers
building inspectors
judges

You can also complaint to the Parliamentary Ombudsman about institutions that perform public duties, such as unemployment funds and insurance institutions. They pay compensation, benefits and pensions to people. If a municipality buys services from a company, this company is also performing public tasks. A children’s home may be a company of this kind.

By contrast, the Ombudsman’s oversight does not include

the Parliament as a legislative body nor its Members
Chancellor of Justice of the Government
foreign authorities
international organisations
non-profit associations
banks, other businesses, unless they are performing a public duty
housing companies
individual entrepreneurs, such as lawyers or doctors in private practice
private individuals

Should I make the complaint to the Parliamentary Ombudsman or the Chancellor of Justice?

In principle, a complaint can be made either to the Ombudsman or the Chancellor of Justice. However, differences in the division of tasks between them determine which of them ultimately investigates a complaint.

You should make the complaint directly to the overseer of legality who is responsible for the matter under the act on the division of duties. If this has not been done, the Parliamentary Ombudsman or the Chancellor of Justice will transfer the matter to the correct overseer of legality.

If for some reason it is considered appropriate to transfer a complaint from one overseer to the other, the complainant is always notified of this.

Publicity

Complaint documents are generally public. However, the law requires that information concerning, for example, a complainant's state of health or social benefits be kept secret.

Target time for processing less than a year

The Office of the Parliamentary Ombudsman aims to deal with all complaint matters in less than a year. If a thorough investigation is not needed, you will usually get a reply within three months.

Where will I find more information?

If you are considering making a complaint, you can discuss the matter beforehand with the officials at the Office. To contact them, please contact the Parliamentary switchboard on +358 9 4321. To meet them in person, you must make an appointment.

The officials of the Office cannot predict the outcome of the complaint. The investigation of the complaint will not begin until the investigation of a written complaint has been initiated. Decisions on complaints are made by the Parliamentary Ombudsman or the Deputy-Ombudsman.

More information about making a complaint is available in our brochures.