Responsiveness - the fourth principle

Responsiveness - the fourth principle

Published February 16, 2026

Introduction

Responsiveness is the willingness to listen, to act in a timely manner, and to adjust decisions and services to the legitimate needs of persons.

In the administration of public affairs and services, responsiveness is not simply about being quick.  It also means being considerate and respectful. 

When institutions are responsive, people feel heard and valued. When they are not, frustration and mistrust quickly follow.

The Ombudsman plays an important role in promoting and safeguarding responsiveness in the administration of public services. As an independent, accessible and impartial institution, Ombudsman provides a channel through which persons can raise their concerns and find help.

Understanding

Public bodies have an obligation to care for the rights, needs and concerns of the public by being timely and accessible, by providing clear and accurate information, by considering individual circumstances, and by following through commitments and decisions taken.

Purpose

For many people, the Ombudsman – many a time - is the first place where they feel listened when public bodies are unresponsive in their regard, including when they do not reply to correspondence, when there are excessive delays in decision-making, when inadequate explanations or generic responses are given. 

While such issues in isolation could appear minor, their cumulative effect can be prejudicial to people. By investigating and addressing these concerns, the Ombudsman brings responsiveness back to the centre of proper administrative practice, because being prompt is an essential component of being fair. 

Communication

Respectful and clear communication can significantly reduce frustration and conflict.  Recommendations by the Ombudsman often focus on improving communication skills and practices.  Responsiveness requires not only doing the right thing but explaining it properly and well.

Listening

People are not numbers.  A human-centred approach is crucial.  People have personal circumstances that require attention.  Responsiveness requires judgement and empathy.

Challenges

The Ombudsman cannot resolve alone challenges that people have but strives to ensure that responsiveness remains a visible and pressing priority.

Conclusion

Responsiveness should be a priority in the administration of public affairs and therefore cannot be undermined by bureaucracy, inertia or indifference. The Ombudsman strives to restore responsiveness where it has failed and reinforces it where it is fragile.  The ultimate goal should be that the administration of public services remains humane, attentive and worthy of public trust.