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Ministry of Technology, Communication and Innovation
Republic of Mauritius
Click on the questions for the answers
1.What type of complaint can I make at the Office of the Ombudsman?
Your complaint must relate to a personal injustice in consequence of
in connection with an action taken by an authority (Ministry/ Department, Local Authority, Rodrigues Regional Assembly, the Police Force, Prison Service)
For example -
a) wrong decision by the authority
b) failure by the authority to take action
c) unjust manner in which the authority has acted
d) unreasonable delay in taking action thus causing prejudice, etc.
2.What does maladministration mean?
While the Ombudsman Act 1969 does not give any definition of maladministration, here are the following as examples:
• Unreasonable delay
• Failure to act or apply the rules, law or policy properly
• Unjust action
• Injustice caused
• Failure to take any action
3.Who can complain to the Ombudsman?
a)Any citizen or group of citizens who is personally affected by the actions/decisions/ inaction of a public authority.
b)A foreigner may also complain where the complaint relates to action taken in relation to him while he was present in Mauritius.
c)A prisoner or inmate of a mental or other similar institution: the letter is to be forwarded by the institution to the Ombudsman unopened.
d)The Ombudsman may himself, on his own initiative, start an investigation e.g. after taking cognisance in the Press of a particular problem affecting any person/ group of persons/ the public at large.
4.Whose actions/ decisions can you investigate about?
We may investigate the actions/ decisions of all Ministries, Departments, Local Authorities and Rodrigues Regional Assembly providing public services in Mauritius, Rodrigues & Agalega, the Police Force and the Prison Service.
5.Whose action the Ombudsman cannot investigate?
a)The President or his personal staff
b)The Chief Justice
c)Any Commission established under the Constitution e.g. the Public Service Commission
d)The Director of Public Prosecutions or any person acting in accordance with his instructions
e)Any person exercising powers delegated to him by the Public Service Commission or the Disciplined Forces Service Commission.
6.Does the Ombudsman investigate into complaints against Financial Institutions (e.g. banks and insurance companies)?
No. Complaints against Financial Institutions fall under the responsibility of the Ombudsperson for Financial Services.
7.Can you investigate about private entities, companies or individuals?
8.How should I proceed before approaching the Ombudsman?
You should first of all report the matter to the authority concerned and await for a reply within 5 working days. We are an Office of last resort.
9.Does the Ombudsman intervene in case a letter is copied to our Office?
In principle, no. We afford an opportunity to the concerned authority to attend to your complaint first.
10.How should I lodge a complaint to the Ombudsman?
You may address your complaint to the Ombudsman through the following options:
(i)By way of letter
(ii)Online complaint form available on our
(iii)Email on email@example.com or firstname.lastname@example.org
11.Can I make a complaint by phone?
No, all complaints should be made in writing. However, we provide service information through phone.
12.Can someone else complain on my behalf?
Yes, they can. You will have to give them permission to do that, which you can give on our Complaint form or in a letter.
13.Is there a time limit for making a complaint to the Ombudsman??
Yes. There is a time limit of 12 months from the date the cause of action has arisen, unless you provide reasonable cause for the delay.
14.What documents/ information should I submit when lodging a complaint??
Any supporting document to your complaint, e.g. letter addressed to an authority regarding the subject-matter of your complaint. You should also provide your full name, national identity number, address, profession and contact details.
15.Can I withdraw my complaint after enquiry has started by the Ombudsman?
Yes, you can do so at any moment by writing to us and specifying the reason thereof.
16.When can I expect a reply from the Office after lodging a complaint?
Upon receipt of your complaint, you will receive an acknowledgement within 5 working days. Thereafter, we will keep you informed of any progress/development in our investigation.
17.How is the Ombudsman accountable?
In the exercise of the Ombudsman’s statutory functions, the Ombudsman is not subject to the direction or control of any other person or authority.
18.Will I be named publicly in any report on my complaint?
No, we do not name the person who made the complaint, and usually refer to him/her as Mr/Mrs/Ms in our Annual Report.
19.Do I have to pay when lodging a complaint?
No, the service is free of charge.
20.Can I come to your Office?
Yes, we’re open from 09 00hrs to 16 00hrs on Mondays to Fridays, except weekends and Public Holidays.
21.Where is the Office located and what are the contact numbers?
Office of the Ombudsman
City Centre Building
Cnr Corderie No 31 & Leoville L'Homme No 11 streets
Reception Desk: 260 0111
Email: email@example.com, firstname.lastname@example.org
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