ANNUAL REPORT 2012 to 2013 i Objects of the Association 1 Foreword by the Chair of the Association 2 Annual Meeting 2012 6 Seminar 2012 6 Annual Meeting 2013 6 Biennial Conference 2013 8 Annual Meeting 2014 8 External relations 8 Interface with governments and other bodies 9 Meeting of Irish Ombudsmen 9 the Administrative Justice & Tribunals Council 10 Current work programme 10 Approved accredited training 10 Re-validation of existing members 10 Position Statement 12 The Ombudsman newsletter 13 The Association website 14 Finances 14 Finances 2011/12 Objects of the Association 14 Finances 2012/13 The objects of the Association are: 14 Special interest groups n to encourage, develop and safeguard the 14 Operational Management Seminars Group role and title of Ombudsman in both the public and private sectors 14 Legal Interest Group n. to define, publish and keep under review 14 Communications Interest Group criteria for the recognition of Ombudsman offices by the Association 14 HR Interest Group n. to accord recognition publicly to those 14 First Contact Interest Group persons or offices who satisfy the defined 14 Research Interest Group criteria for recognition in: o the United Kingdom 15 Membership o Ireland 15 New members o the British Crown Dependencies o the British Overseas Territories 15 Re-validation of existing members n to facilitate mutual learning between 15 Executive Committee schemes and to provide services to 15 Validation Committee members designed to develop best practice n to work to raise the profile of Ombudsmen 16 Members of the Association and understanding of their work with key influencers and the wider public in ways which add value to the promotional work of individual Ombudsman schemes Foreword by the Chair of the Association his report comes at the end of my part of a review of the regulation of “cosmetic first year as Chair. It has not been a interventions” (a response to the PIP breast year of dramatic change, but one in implant scandal). Whether anything comes of T which we have continued to build on that remains to be seen. What was refreshing the developments of the previous years. was that we were asked for our thoughts at To recap: three years ago the Annual General an early stage in the thinking, rather than, as Meeting considered a report of the future has happened in the past, discovering about direction of the Association. Whilst there proposals for a so-called ombudsman at the was strong support for the Association’s end of the policy making process. activities – and certainly no indication that We have also remained engaged (through sweeping change was needed – there was a discussions with the UK Department of clear wish for the Association to do more Business Innovation and Skills) with proposals as the collective voice for ombudsmen, in for an EU directive, now in place, concerning particular in engaging with Governments and consumer access to alternative dispute policy makers. Peter Tyndall took a firm grasp resolution and on-line dispute resolution in of the baton on becoming Chair in 2010 and, relation to goods and services. The directive in due course passed it on to me – including is due to be implemented by member states a commitment to finalise policy lines to be by 2015. Although the original proposals agreed by the membership and used in our have been watered down considerably, the external discussions and representations. After developments have a potential for direct impact several rounds of drafting and a consultation on our private sector members, for the creation period, the policies will be before the 2013 of new ombudsmen and other complaint AGM in the form of a “Position Statement” for handling schemes – and, in time, may influence final approval. expectations for complaint resolution across all As to engagement itself, one of the most sectors. Submissions about this issue were also encouraging developments of the year was made to the EC Directorate General for Health an invitation to make submissions to Lord and Consumers (DG SANCO). Leveson’s Inquiry into the Culture, Practice and In the UK we have also made submissions to: Ethics of the Press, initially in writing and then n the Communities and Local Government Select by appearance as a witness. The Association is Committee in relation to their report on the greatly indebted to David Thomas, whose long Local Government Ombudsman experience and several past and present roles n the Justice Select Committee, concerning the within the ombudsman world made him the abolition of the AJTC and arrangements to be ideal person to draft submissions and (when made in its place we were called to appear at a time that I was Critical to our credibility in the eyes of away) to give evidence to the Inquiry on our opinion formers and policy makers is behalf. Indeed our indebtedness extends that we set ourselves clear standards further than that: he was also heavily as to independence, governance involved in the drafting of the Position and process. The criteria for Statement referred to above. ombudsman membership were The evidence to the Leveson updated in May 2011 and during Inquiry was probably the most high this year work has continued profile contribution to public policy on revalidating the existing that the Association has ever been ombudsman membership against asked to make. But it was not the the new criteria. It is the first time only one. For example, we were invited we have undertaken an exercise for all to talk to officials at the existing members and it has greatly Department of Health concentrated our minds about a possible on how the principles ombudsman as should apply in Continued on page 2 1 ANNUAL MEETING 2012 Foreword Continued from page 2 he 19th Annual Meeting of the Ombudsman Association was held on 17 and 18 May 2012 practice. Thanks are due to the Validation in Belfast, co-hosted by the Northern Ireland Committee for their commitment – and in T Ombudsman. It consisted of three separate events, particular to the independent members, who namely: give freely of their time. Laurence Sherman, n Workshops run by the Northern Ireland Ombudsman’s whose sad death during the year is covered office during the afternoon of Thursday, 17 May at the elsewhere in this report, had been a valued Assembly Buildings Conference Centre member of the committee, continuing even n The Association Dinner held during the evening of 17 as his health failed. May in the Belfast City Hall “The Ombudsman” – our newsletter – n The 19th Annual Meeting of the Association held continues to be valued by the membership. during the morning of Friday, 18 May in the Baby Grand Thanks are due to the many contributors, Auditorium of the Grand Opera House the editorial committee and, in particular, With around 130 members, staff of member schemes to the two editors who have served during and guests attending the event, it was a record turnout. the year, Faye West and Gráinne Byrne. Without their commitment we would have Workshops on 17 May 2012 Three workshops were arranged by the Northern Ireland no publication. Though on the subject of Ombudsman’s office during the afternoon of 13 May, publication, the Executive Committee has following a pattern set in Edinburgh at the 2008 Annual taken the view that the cost of physically Meeting and then again in 2012 at the Annual Meeting printing and circulating the newsletter in Cardiff. Participants selected one of the workshops to is, in this technological age, no longer attend, which were: justified. Electronic publication will give n Engaging the Media – (led by Emily O’Reilly, Ombudsman opportunities for greater flexibility and and Information Commissioner for Ireland) interaction. But that will be a subject for a n Performance Management – (led by Niki Maclean, future annual report. Director of Corporate Services, Scottish Public Services The Association is dependent on its Ombudsman) members for resources and support. I n Data Protection and Information Security – (led by Marie am grateful to all those bodies who have Anderson, Deputy Northern Ireland Ombudsman) offered facilities for meetings, and to the chairs and members of the special interest Association Dinner on 17 May 2012 groups on whom we depend for knowledge Exactly 131 members of the Association, staff of member schemes and guests attended the Association sharing and development. This year, special Dinner in the very grand setting of the Banqueting Hall gratitude must be recorded to the Financial of the Belfast City Hall. A drinks reception before was Ombudsman Service who have given us very kindly was very generously provided by Belfast City the time of David Thomas, as referred Council. to above, and to the Local Government Ombudsman for making available the Annual Meeting on 18 May 2012 services of Nigel Karney to support to the This was held in the Baby Grand Auditorium of Association’s secretariat. Belfast’s Grand Opera House, followed by a buffet My final thanks go to the Secretary lunch. The 19th Annual Meeting (the formal business himself, Ian Pattison, who has, with of the Association) took place first, followed by three unwavering efficiency and commitment, kept presentations. our affairs on track. It is remarkable that the During this first session the Association Chair, Peter Association has, in twenty years, only had Tyndall, gave the following address: two secretaries. Sadly, since Ian has given Good morning and welcome to the Annual meeting notice that he is minded to retire in the of the Ombudsman Association. I would like to open Spring of 2014, it is likely that we shall soon by thanking Dr Tom Frawley and his team, especially have to begin the search for our third.