Page 70 - 2021-Yillik-Rapor-Ingilizce

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
preliminary examination
01 • Recording the application • Distribution to relevant Ombudsman
• Preliminary Examination • Giving information
• Invalid Application

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

66 2021 ANNUAL REPORT