Database of publications / Guide for Ombudsman Institutions - How to handle complaints

This guide aims to share knowledge about best practices developed by Ombudsman institutions around the world for receiving complaints. The guide provides personnel of Ombudsman institutions with accessible guidelines on how to communicate and interact with individuals and groups that contact the Ombudsman institution to make complaints or seek information, and generally on how to handle complaints. Issued by: UNDP Bratislava Regional Centre. Published: February 2006.

http://europeandcis.undp.…203-1EE9-B170F72B8AF29B47