The Complaint & Investigation Process
The EHRCC takes FAIR approach to processing complaints - FAIR as in Facts, Answers, Insistence, Recommendations. This approach is based on a model developed during a 1971 international ombudsman workshop and adopted by the EHRCC Commission as policy in March of 1973.
So, what happens when a citizen files a complaint with EHRCC?
The duties of an ombudsman in the complaint process are that of a fact finder, analyst, translator, amplifier, mediator, persuader and, all else failing, a public advocate for the citizen. The director of the Ethics, Human Relations and Citizen Complaints serves in the role of an ombudsman.
Throughout the process the ombudsman seeks to be both reasonable and persistent. Authority to make enforceable decisions remain at all time with agency officials or with elected officials.
An ombudsman is a designated neutral or impartial dispute resolution practitioner who provides confidential and informal assistance to his/her constituents.