Ombudsperson Fairness Checklist

Communication

• Public information is available and understandable

• Forms are in plain language

• Clients are given all the information they need

• Clients are treated with courtesy

Facilities and Services

• Telephones are answered promptly

• Voicemail, answering machines or toll-free numbers are available

• Premises are easily accessible and suited for wheelchairs

• The environment is safe and healthy for workers

• The public's right to privacy is respected

Decision Procedures

• Those affected by a decision have a chance to give information and evidence to support their position

• Decisions are made within a reasonable time

• Reasons are given for decisions

Appeal, Review, and Complaint Procedures

• At the time of decisions, people are told of any existing appeal or review procedures

• Complaint procedures are clearly defined

• The public is asked for ideas on improvements in service

Organizational Issues

• Staff are given clear titles for the functions they perform

• Agencies consider whether reorganizing would provide better quality service

• Agencies cooperate with one another to provide better service to the public

Agency Review and Planning

• The public is invited to participate in planning programs

• How decisions will be made is clear from the beginning

• Statistical information needed to evaluate and improve performance is recorded and maintained