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THE OMBUDSMAN INSTITUTION OF THE REPUBLIC OF TÜRKİYE

4.11 COMPLAINT HANDLING PROCESS AND TYPES OF DECISION

Complaint handling process

When a complaint application is received, it is handled through the following steps:

Receiving a complaint application and
01 • Recording the application • Distribution to relevant Ombudsman
preliminary examination

• Preliminary Examination • Giving information

Conducting preliminary examination
02 • Separating applications • Preliminary Examination
• Decision of inadmissibility
• Invalid application
• Decision of referral • Merging related applications

Conducting examination and inspection
03 • Requesting information • Decision as to no ground
and document
exists for taking a decision
• Hearing witnesses
• Assigning an expert • Amicable settlement

Taking decisions
04 • Recommendation • Partial Recommendation Partial
Refusal
• Refusal

Following up the decisions
05 • Following up Recommendations • Following up referral decisions
• Following up amicable
• Following up Partial
Recommendation Partial Refusal settlement

70 2019 ANNUAL REPORT