Ombudsman Offers Recommendations to Improve Complaints Management and Public Service Delivery

In this month’s article we are sharing our annual report for the period April 2025-March 2026 with our readers. The entire report can be found on our website at www.officeofcomplaintstci.com. You can also email us and request a copy.

DATA AT A GLANCE 35 complaints received 29 investigations completed 15 recommendations issued

Annual Report 2025-2026

Public invited to review the 2025/2026 Annual Report and help shape future improvements

The preparation and submission of the Annual Report to Parliament is a critical part of the Office of the Complaints Commissioner’s (OCC) statutory accountability obligations. The report provides an account of the OCC’s activities and performance during the year and identifies areas in which public administration and complaints management can be strengthened. The annual report was laid in Parliament in June 2026.

Among the recurring concerns highlighted are delays, failures to respond and communication difficulties within public administration. The report encourages public bodies to improve the timeliness and clarity of their responses, strengthen internal complaint-handling arrangements and use complaints as a source of improvement in learning and service delivery.

During the reporting period, the number of complaints received increased from twenty-six (26) in 24/25 to thirty-five (35) in the current year. Preliminary investigations rose from twenty-six (26) to thirty (30), and completed investigations increased from twenty-four (24) to twenty-nine (29). The number of recommendations issued also rose from six (6) to fifteen (15), reflecting the Office’s increased emphasis on practical improvements and better administrative outcomes.

The OCC expanded its outreach across the islands and increased staff training and professional development. The report also recognizes the continuing need for greater public understanding of the Office’s role, powers and jurisdiction.

Priorities for 2026/2027 include improving complaint-intake and case-management systems, increasing public awareness, advancing systemic investigations, expanding stakeholder engagement and strengthening the Office’s digital presence.

Public feedback will assist the OCC in evaluating these priorities, identifying barriers to access and determining how its services—and public administration more broadly—can be improved. Members of the public are encouraged to read the full report and offer comments, recommendations or suggestions.

READ THE REPORT AND SHARE YOUR VIEWS

Website: www.officeofcomplaintstci.com/reports

Email: complaints_commission@gov.tc

Telephone: (649) 338-3421

Your feedback can help strengthen accountability, improve public services and support good governance throughout the Turks and Caicos Islands.