Department of admission and administration of complaints (DAAC)

1. Duties and responsibilities of the Department for Admission and Administration of Complaints are:

 

1.1. Receive complaints, requests and notifications, not only from people who come in person in the Ombudsperson Institution Main Office and Regional Offices, but also written complaints, which are sent by mail, electronic mail, or by fax addressed to OI , through phone calls, or even mailboxes.

 

1.2. Examine whether the complaints, requests or notifications received are within OI powers and responsibilities.

 

1.3. Establish and manages computer systems and paper-based registered complaints and monitors recorded complaints, but which are not completed yet.

 

1.4. Assists people who may have claims to understand the procedure of the appeal to be followed or to undertake actions that could resolve their complaints.

 

1.5. Assists complainants during interviewing process to identify the causes of their concerns, identifies issues which are of a crucial importance to be known and understood, in order to assess whether there is ground for complaint or other alternative way to resolve their complaints.

 

1.6. Requires necessary data from the complainant to determine most appropriate manner and the way of action or to identify the issue the complainant deems important to be reviewed by the Ombudsperson.

 

1.7. Once the case, complaint, request or notification is received, it initiates procedure for carrying out preliminary actions, for case review or as appropriate to dismiss the complaint or reject it as unfounded, within the time specified by law and the Rules of Procedure.

 

1.8. In cases when assessing that the complaint, request or information rests within Ombudsperson’s jurisdiction, it provides assistance to the person in completing the form, records the complaint in appropriate register and provides the complainant with admission proof for lodging the complaint, request or information to the OI.

 

1.9. In cases when the complaint or claim is outside Ombudsperson’s jurisdiction,  it advises the person and provides appropriate assistance or information guiding the complainant to the responsible authorities and institutions to seek additional information, or to deal with the complainant’s case

 

1.10. Compiles written response, when assessing that the complaint or request is outside Ombudsperson’s jurisdiction, and will forward the response to the Ombudsperson for approval through Deputy Ombudsperson.

 

1.11. Prepares draft response for rejection of the complaint and the same, shall be forwarded to the Ombudsperson for approval within legally prescribed time limit and within OI Rules of Procedure, through the Deputy Ombudsperson, in cases when from the interviews conducted and documentation provided by the complainant, it is obvious that, the complaint does not rest within Ombudsperson jurisdiction; is submitted after the deadline prescribed by law; is anonymous and undocumented; represents abuse of the right for filing a complaint and that the complainant stated and proved his inability to provide additional information requested.

 

1.12. Prepare draft response for rejection of the complaint as unfounded and shall forward it to the Ombudsperson, through the Deputy Ombudsperson, for approval, within legally prescribed time limit as well as within OI Rules of Procedure, in cases when from the interviews conducted and documentation presented by the complainant, it results that there is no ground to initiate any investigation since the case has been resolved in some other manner.

 

1.13. If ascertained that the issue requires an independent inquiry, it shall forward the request to the Investigation Department for further expertise and procedure, jointly with all documents received, within legally prescribed time limit and within OI Rules of the Procedure.

 

1.14. Safeguards confidentiality of all information and data disclosed or received from the complainant, having due regard to the complainants’ safety, injured parties and witnesses, in accordance with applicable law.

 

2. The Department is run by the Director of Department, who responds and reports to the Ombudsperson and Deputy Ombudsperson.

 

3. OI Main Office in Prishtina and the staff dealing with admission and administration of complaints in Regional Offices, administered in cooperation with the Investigation Department, are included within this Department