CITIZENS' AIDE/OMBUDSMAN

215 East Seventh Street

Des Moines, Iowa 50319

515/281-3592

1-800/358-5510 (Iowa Only)

515/242-5065/TDD

The Citizens' Aide/Ombudsman (CAO) serves Iowans in airing grievances relating to government. By facilitating communication between Iowans and government, the CAO improves the responsiveness and quality of government. Established in statute, the CAO is charged with the responsibility of providing Iowans with one office to which grievances may be taken for a speedy and impartial review.

An ombudsman is an official appointed to receive and investigate citizens' complaints against public agencies and officials. After careful investigation, research and analysis, the ombudsman makes recommendations for resolution of complaints which are deemed to be justified. If a complaint is determined to be unjustified, an understandable explanation is provided to the complainant. Additionally, the ombudsman provides information and answers to questions relating to government.

The ombudsman system is based upon the principle that a citizen has the right to have grievances against government heard and, if justified, satisfied. Through the Office of the Ombudsman, citizens can take action to resolve complaints rather than to criticize government and take no action.

The CAO's services are available to all Iowans, even those confined in institutions, and to nonresidents of Iowa who may have complaints with Iowa government. All services are free of charge.

The following is a summary of the services which the CAO can provide.

• Investigate a complaint against an agency or official of Iowa state and local government.
• Work with an agency to attempt to rectify a problem when investigation shows that a mistake or arbitrary action has occurred.
• Ensure timely reaction to complaints.
• Perform services in a totally independent, impartial and, when appropriate, confidential manner.
• Make recommendations to the Iowa General Assembly for legislation, when appropriate.
• Answer questions relating to government in cases where a person does not know where or to whom to direct a question.

• Investigate the acts of the Iowa General Assembly.
• Investigate the acts of the Governor or of the Governor's personal staff.
• Investigate or review the acts or decisions of courts or judges or staff of the judicial system.
• Investigate agencies which are established pursuant to interstate compacts and answerable to more than one state.
• Investigate complaints of employees of agencies of government regarding the employment relationship with the agency.
• Investigate agencies of the federal government.
• Investigate actions between private parties Which do not involve agencies of state or local government.

Iowa General Assembly

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© 1995 Cornell College and League of Women Voters of Iowa

Comments? webmaster@legis.iowa.gov

Last update: 1995
URL: /DOCS/GA/76GA/LSB/LegHandbook/NonLegAgencies/CitizensAide.html
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