Ombudsmen: What you should know

An ombudsman is an official appointed to investigate complaints against a service or an administrative authority. Though they are usually appointed by governments, private companies can also have them. In India, the government has appointed ombudsmen to resolve grievances related to banking, insurance and income tax. A crucial consumer-friendly aspect of the scheme is that the verdicts are binding on banks, insurance companies and the tax department, but not on the complainant. If an individual is not satisfied with the verdict handed out by the ombudsman, he is free to approach other redressal forums.

ELIGIBILITY
You can’t approach an ombudsman directly. Your case will be considered only if you complained to the relevant authority and failed to get a response.

TIME BAR
The complaint should be made within a year of receiving a reply from the concerned authority. If there is no reply, it should be within 13 months of filing the first complaint.

FORMAT
Though there is a form to file a complaint, it can also be done on plain paper. One must state the relevant details of the case and send it to the ombudsman’s office.

E-COMPLAINTS
Grie vances can also be e-mailed to the ombudsman. However, the complainant will still have to visit the ombudsman’s office to sign a copy of the complaint.

PROCEEDINGS
Ombudsmen are not bound by legal rules of evidence and may follow procedures that they feel are fair and proper. Proceedings are summary in nature.

AWARDS
An ombudsman is required to pass a verdict within three months of receiving a complaint. Awards are binding on banks, insurance firms and the tax depar tment.

ACCEPTANCE
The complainant has to inform the ombudsman whether he is satisfied with the award within 15 days. If the acceptance is not conveyed within this period, the award lapses.

CONFIRMATION
The authority against whom the complaint was lodged has to inform the ombudsman within a month of the verdict about how it has complied with the award.