Section 1 OverviewI1

the Ombudsman to investigate listed authorities;

who can make and refer complaints to the Ombudsman;

the matters that may be investigated by the Ombudsman;

the procedures that apply to the Ombudsman's investigations;

the Ombudsman's powers to deal with obstruction and contempt;

the Ombudsman to prepare reports of investigations;

the Ombudsman to issue guidance to listed authorities about good administrative practice;

listed authorities to compensate persons aggrieved.

the Ombudsman to publish a statement of principles about the complaints-handling procedures of listed authorities, and the Assembly procedure that applies to the statement of principles;

the Ombudsman to publish model complaints-handling procedures for listed authorities;

requiring a listed authority to comply with a model complaints-handling procedure that applies to the listed authority;

the Ombudsman to declare that the complaints-handling procedure of a listed authority does not comply with the model complaints-handling procedure;

the Ombudsman to promote best practice in relation to complaints-handling.

the Ombudsman to investigate social care providers F1, palliative care providers and direct payment service providers;

who can make and refer complaints to the Ombudsman about social care F2, palliative care and direct payment services;

F3the matters relating to social care, palliative care and direct payment services that may be investigated by the Ombudsman;

the procedures that apply to the Ombudsman's investigations into social care F4, palliative care and direct payment services;

the Ombudsman to prepare reports of investigations into social care F5, palliative care and direct payment services.

the Ombudsman to work with other ombudsmen and commissioners etc. in relation to investigations;

the disclosure and protection of information and publications in relation to investigations.