How does the Ombudsman proceed?

Once the Ombudsman determines that a complaint falls within his jurisdiction he seeks the explanation/version of the agency concerned.  He collects all the facts, looks at relevant files if need be, summons the parties or other witnesses to depone before him where necessary, effects site visits if that can help, etc.  The Ombudsman then draws his own conclusion on the matter.

Where the Ombudsman finds the complaint justified, either the agency accepts to take remedial measures voluntarily or the Ombudsman makes a recommendation to that effect.

Where the Ombudsman finds the complaint not justified, he informs the complainant accordingly.

The Ombudsman does not conduct an investigation where it appears to him that -

the complaint is frivolous or vexatious

the subject-matter of the complaint is trivial

the writer has no sufficient interest in the subject-matter of the
complaint

the complaint is delayed for more than 12 months without
reasonable cause.

In the discharge of his functions the Ombudsman is not subject to the direction or control of any other person or authority.