To ensure fair treatment, Te Mato Akamoeau/Office of the Ombudsman is changing its approach to better serve Pa Enua northern group residents by focusing on awareness raising and community capacity building.

Recognising the unique challenges faced by these remote islands, the office hosted a workshop aimed at bolstering these residents with essential knowledge about their rights and available resources.

The Office of the Ombudsman, which is independent of the government, investigates public complaints brought against it. The Ombudsman, Niki Rattle, is an Officer of the Parliament.

Rattle led the informative presentation to the participants from Manihiki, Penrhyn, Pukapuka Nassau, Rakahanga, as well as the Cook Islands Family Welfare Association (CIFWA) staff in Rarotonga.

She clarified the Ombudsman Office’s functions and the legislation that mandates them: the Ombudsman Act 1984, the Disability Act 2008, the Official Information Act 2008 and the Police Act 2012

Rattle also explained the processes for making an official complaint and the importance of articulating a complaint to achieve the desired results.

“There are steps for the public to follow and when they have exhausted all other means, they then come to the Ombudsman if they are still not satisfied,” said Rattle.

“The positive side of a complaint by the public is that it presents an opportunity for the service of the Ministry to be improved.

“Public satisfaction of the government service with a good outcome of a complaint satisfies all involved.”

The participants were grateful to learn about the Ombudsman services and realised the value of speaking out on an issue of concern and the importance of people engagement in governance.

Rakahanga mayor Taunga Tuteru stated that on the island, complaints are typically directed to the executive officer and subsequently to the Island Council.

Tuteru expressed that the workshop was beneficial to the “iti tangata” (people).

“We can let our people know they can contact the Ombudsman,” he said.

The Pukapuka Nassau vainetini representatives, Atariki Piira and Writing Amosa, were both thankful and pleased to be a part of the session and learn about the Ombudsman Office.

“Kua riro teia workshop e kite meitaki matou e te turanga ka aere tatou kiea ngai ka rauka mai te taturu. Maria teia workshop i kiteia matou e teia tikai te au ngai ka rauka mai te tauturu te tuatau manamanata,” said Piira.

CIFWA officer Michelle Ibbetson was enlightened by the workshop.

“I had known the Ombudsman Office were the mediators, but I didn’t know the actual process for filing a complaint,” Ibbetson said.

The Ombudsman compliance lead, Destiny Tara Tolevu, said: “Complaints can help to make things better – not just for you but for everyone, it can help fix problems.”

“If no one speaks up, nothing changes.”

Tolevu explains that the main objective of the Ombudsman is to investigate and assist both the public and the government, hence the importance of the office’s independence.

Complaints are caused by a decision or action by a government officer of department. If the person is unhappy with the decision or action, they make a complaint to the agency; the government agency receives the complaint; if the complainant is unhappy with the response, they then contact the Ombudsman who then will review the complaint.

The Ombudsman Office will assess the complaint, aim for a quick resolution; investigate the complaint, then report the findings and recommendations to Parliament.

The participants at the workshop were: Mrs Tuteru (Rakahanga), Tewoe Luka (Pukapuka Nassau), Takai Topa (Manihiki), Manongi Latham (Penrhyn), Writing Amosa and Atariki Piira (Pukapuka Nassau), Ngatupuna Mata Tei (CIFWA), Rakahanga Mayor – Taunga Tuteru, Michelle Ibbetson (CIFWA), and Polly Tongia (CIFWA).