An ombudsman is an official tasked with representing public interests by investigating and resolving complaints of maladministration or rights violations. Appointed by governments or private organizations, the ombudsman acts as an intermediary, resolving disputes between parties. Their primary role is to protect citizens from the misuse of administrative power by the executive.
The ombudsman works to resolve complaints peacefully, benefiting consumers by ensuring wrongdoings are investigated and corrected. As consumers, we are fortunate to have this tool to address service-related grievances quickly, neutrally, and cost-effectively. 🛠️⚖️
Their role is to bring the issues raised by consumers to the attention of service providers for resolution, benefiting both the complainant and the service provider. 🤝
📜 Origin & History
The word ombudsman comes from the Swedish term for "grievance person" and is referred to in the Oxford Dictionary as the "people's defender." The concept originated from old Norse terms meaning "representative."
In India, the concept of the Lokpal (ombudsman) was introduced by Dr. L. M. Singhvi in 1963. The Lokpal operates at the national level, while each state has a Lokayukta. Initially, India hesitated to adopt the ombudsman system, but with the rise in political and administrative corruption, a need for such a system became evident.
In 1966, an Administrative Reforms Commission led by Shri Morarji Desai recommended a two-tier system: Lokpal at the center and Lokayukta in each state. Despite many attempts to pass the Lokpal Bill in parliament, it wasn’t until 2013 that the Lokpal and Lokayukta Bill was passed. The Lokpal Act finally came into force on January 16, 2014. 🙌
The first anti-corruption ombudsman of India, Pinaki Chandra Ghose, was appointed in 2019. The ombudsman system primarily operates in sectors such as banking, insurance, and taxation. 🏦📋
💳 Banking Ombudsman
The Banking Ombudsman Scheme was first introduced in 1995 by the Reserve Bank of India (RBI) and was revised in 2002 and 2006. This scheme helps resolve complaints regarding banking services such as internet banking and account management.
How It Works:
- A customer must first lodge a complaint with their bank.
- If no reply is received within one month, they can approach the ombudsman.
- Complaints must be filed within one year of receiving a response from the bank.
- The ombudsman resolves the complaint within a month.
- If unsatisfied, the customer can take the complaint to consumer courts. ⚖️
🛡️ Insurance Ombudsman
Established by the Indian Government in 1998, the Insurance Ombudsman helps policyholders resolve disputes related to insurance claims, premium payments, and misrepresentation of policies.
How It Works:
- The complainant first contacts the insurance company.
- If no satisfactory reply is received within a month, they can approach the ombudsman.
- The ombudsman mediates and tries to settle the complaint within one month.
- If unresolved, an award is issued within three months, binding the insurance company.
- If still unsatisfied, the policyholder can approach consumer forums or courts.
📊 Income Tax Ombudsman
The Income Tax Ombudsman was established in 2003 to address grievances related to income tax. However, in 2019, the institution was abolished as it was deemed ineffective. Alternative systems like the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) and e-Nivaran now handle tax-related grievances.
🏁 Conclusion
The ombudsman is an essential tool for public grievance redressal, providing citizens with a cost-effective platform to resolve their issues. With their authority to pass judgments, ombudsmen ensure the protection of citizens' rights against maladministration and abuse of power. 🙌⚖️
End Notes:
- Hemant More, Ombudsman, The Fact Factor (October 24, 2019)
- M. P. Jain & S. N. Jain, Principles of Administrative Law 2106
- Prabhjote Gill, India gets its first anti-corruption ombudsman, Business Insider (March 20, 2019)
