How to make a complaint

How to make a complaint

If you are dissatisfied with the response from the relevant public entity, or if they have not replied at all or in a reasonable time, you can submit your complaint in several ways. Use our online form, download and fill out the form to send by email or post, send us a letter or email, or you can drop by our office in Valletta.

Please include a copy of an identification document with your complaint.

Providing as much information and relevant documents as possible is essential when making a complaint.

Here is what you should include:

• The name of the public entity involved.
  
  
• What you believe the organisation did wrong.
  
  
• How their actions have negatively affected you.
  
  
• What you hope the organisation will do to fix the issue.
  
  
• Any previous correspondence you’ve had with the entity.

All complaints should be addressed to the Ombudsman, who may assign them to a Commissioner or an Investigating Officer.

Sometimes, we can resolve a complaint directly with the entity involved without a formal investigation.

Submitting a Complaint in Person

If you would like to discuss your issue before formally submitting a complaint, or if you want to check if your complaint can be investigated, feel free to visit our office or contact our Public Relations Officer at +356 2248 3216, email us at pro@ombudsman.org.mt, or book an appointment.