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The Ombudsman accepts complaints regarding any administrative action (decision, recommendation, act or omission) by Government or Government organization (see list of bodies below) that affects any person. Complaints must first be made to that Ministry or Organization and if the person is not satisfied with the response or lack of – they may complain to the Ombudsman. If there is an appeal process provided by law relating to that complaint – the Ombudsman cannot accept that complaint.

A complaint can be done by letter, email, phone or using the Complaint Form. Once a complaint is received it is assessed and the Ombudsman decides whether the matter warrants a full investigation. Usually all complaints are referred to the Ministry of Organisation initially for a response however some complaints are clearly outside the jurisdiction of the Ombudsman and the complainant is advised accordingly

Completing investigations can take days up to months depending on the complexity of each case. Some cases will be resolved quickly, while others may take longer and may include formal inquiry under oath. For these types of cases, written reports are done which are sent to the Ministry or Organisation for their comments before being finalized and distributed to the Ministry or Organisation and the Complainant. Recommendations in the report include a requirement for the Ministry or Organisation to report back within a specific time regarding the implementation of the recommendations in the report. If the Ministry or Organisation does not implement the report, the Ombudsman may send the report to the Speaker of the Legislative Assembly who will then table it before the House.
1.All Government Ministries, Departments or Office except Cabinet, Privy Council, Legislative Assembly and the Judiciary;

2.Tonga Communications Corporation;

3.Tonga Post and Fast Print Limited;

4.Tonga Export Quality Management Limited;

5.Friendly Islands Shipping Agency;

6.Tonga Development Bank;

7.Waste Authority Limited;

8.Tonga Broadcasting Commission;

9.Tonga Water Board;

10.Tonga Market Corporation Limited;

11.Tonga Assets Managers & Associates Limited;

12.Tonga Power Limited;

13.Ports Authority Tonga;

14.Tonga Airports Limited;

15.Tonga Cable Limited;

16.Retirement Fund Board;

17.Tonga Tourism Authority;

18.A Community Water Supply Committee under the Public Health Act or Regulations under that Act; and

19.Remuneration Authority