618. Investigation of complaints by the Service Complaints Ombudsman.

The purpose of an investigation by the Service Complaints Ombudsman1 is:


    (1)     in the case of an investigation into a service complaint2, to decide whether the complaint is well-founded and, if so, to consider what redress (if any) would be appropriate3; and


    (2)     in the case of an investigation of maladministration or undue delay4, to decide whether the allegation is well-founded and if so, whether the maladministration or undue delay to which the allegation relates has or could have resulted in injustice being sustained by the complainant5.

It is for the Ombudsman to determine whether to begin, continue or discontinue