Complaints Commissioner calls for Ombudsman for private sector

John Epp,
Complaints Commissioner

New Speaker of the Legislative Assembly,
Hon Edna Moyle, (second from right) visited OCC
recently. L-R Scott Swing, Bridgette von Gerhardt,
Petula Twinn, and John Epp.

Thursday,  June 23, 2005

The Office of the Complaints Commissioner (OCC) was established last year as an independent body to investigate complaints concerning the public sector, but recently the office has expressed concern that an Ombudsman may be needed to deal with complaints, which are not Government related.

A call for an Ombudsman for the private financial sector has come from the (OCC) as a result of the complaints the office receives from the public, many of which are related to the private sector, and outside the OCC remit.

“Persons from all walks of life ask for assistance. In fact, for those complaints that do not fall within our remit we see where there is need for an Ombudsman for the private financial sector and we have called for one,” said Dr John Epp, Complaints Commissioner.

“The OCC was established based on the Complaints Commissioner Law 2003. The Commissioner is an independent officer answerable directly to the Legislative Assembly through the Speaker.

he OCC does not represent the complainant or the Government but conducts an independent review. Importantly, the value of an independent review of complaints made by residents against Government administration goes beyond the result in an individual case. It encourages better administration in all matters.

Dr Epp explained that Government wanted to create an office for residents to seek assistance when public sector bureaucracy is not assisting them.

“The OCC aims at improving governance through encouraging the bureaucracy to be more responsive, not to encourage delays in the execution of matters on behalf of the public and, to give reasons for decisions,” added Mr Epp.

Talking about the development of the office and the OCC’s services, Dr Epp said he was keen that the team learned to walk well before they started to run and therefore spent time training the team of four for the work that was ahead.

“During those days we did not advertise our services but from the time we began advertising in March of this year there has been a significant increase in the amount of traffic coming to the office,” Dr Epp said. “A number of reports come to us, initially, by phone, and since March, the phone rings fairly steadily.

“As at 16 June the list of entities with which the OCC has ongoing investigations included the Agriculture Ministry, CAYs Foundation, Cayman Status and Permanent Residency Board, Employment Relations, Environmental Health, General Registry, Planning Department, Police, Port Authority, the Prison, Public Service Pension Board, Social Services, Trade and Business Licencing Board and the Vehicle Licencing Board,” he revealed.

Mr Epp also explained that the OCC had been able to tackle a number of issues since the office’s inception.

“The OCC has had many successes. One example is where we encouraged the Cayman Status and Protection Board to redo a hearing for status that did not follow the right process. Our successes range all the way through to less exciting matters such as arranging for the Department of Environmental Health to collect trash at a more civilised hour of the morning so that people can sleep.

“Of significance also is our roll in monitoring the Department of Environment’s clean-up of the 11/12 September 2004 oil spill at the recycled oil depot at the central land fill. Our vigilance ensured that the process was executed in a timely manner. Right now we are checking to see that the project is actually completed.”

Speaking about the profile of the OCC’s clientele Dr Epp said: “People from all walks of life will get frustrated with inefficient government. Every walk of life asks for assistance and we want to assist them equally.”

Seeking and ensuring justice in the face of injustice may be one of the oldest professions but the offie is turning to new technology to help them deliver. With a goal to help everyone that asks for assistance equally, the OCC has made a significant stride to deal with the multi-national nature of Caymanian society with a web- based translation service.

“In order to best serve all the persons who make contact with us daily, and, recognising that official complaints must be made in writing, the OCC now has a contract for services from All Languages Limited in Toronto. Through this company we get translations for fifty-six languages done on line,” Dr Epp said.

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