The Ombudsman can investigate wider systemic issues where we see the need, even if no one has complained about it.
Much of our work involves dealing with complaints from people about how a particular act or decision has affected them.
However, the acts and decisions of public sector agencies can have more wide-ranging implications or the potential to affect a larger group of people.
We do not need a complaint to start an investigation. A self-initiated investigation is usually prompted by significant systemic issues, where the Ombudsman thinks their intervention has the potential to result in wider improvement.