Resolving a complaintProcedureComplaints from the public:When a complaint is received, the Ombudsman will examine it to determine its type.
For complaints regarding the service received during the passport application
process, the Ombudsman will contact Passport Canada's operational sector to validate
the facts, discuss and negotiate, or, if necessary, act as an intermediary with the
staff involved.
In the case of complaints involving Passport Canada policies and business
procedures, the Ombudsman will enquire with the responsible sector involved to
present the complainant's point of view by holding discussions with the staff
involved and encouraging consideration of innovative viewpoints for cases that
have merit.
In such cases, when reasonable negotiation as promoted by the Ombudsman does not
succeed in bringing the parties closer together, the Ombudsman draws up recommendations
and communicates them to both parties.
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