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Indiana Department of Administration

IDOA > DCS Ombudsman Bureau > Rules of Engagement Rules of Engagement

DCS Ombudsman Guidelines

Agency and Complainant Rights and Responsibilities
in the DCS Ombudsman Bureau Complaint Process

Complainant Rights

Complainants are entitled to:

  • A timely response acknowledging receipt of the complaint.
  • Professional and respectful communication from agency staff.
  • An impartial review.
  • A credible review process.
  • Contact by the Bureau if additional information is required.
  • Communication regarding the outcome of the review.

Complainant Responsibilities

Complainants shall:

  • Attempt to resolve problems with the local office prior to filing a complaint.
  • Complete the complaint form as directed.
  • Ensure that the allegations in the complaint are pertinent to the role of the ombudsman.
  • Ensure the accuracy and timeliness of requested information.
  • Communicate respectfully with agency staff.

DCS Ombudsman Bureau Rights

The Bureau may:

  • Decline to accept a complaint that does not fall within the jurisdiction of the Bureau.
  • Determine the level of review, the documentation and interviews necessary for gathering the information required to determine findings.
  • Expect the complainant to provide any additional information requested.
  • Determine when a case requires no further action.

DCS Ombudsman Bureau Responsibilities

The Bureau shall:

  • Complete reviews in a timely manner.
  • Complete a thorough and impartial review.
  • Ensure professional and respectful communication.
  • Provide the results of the review to the complainant in accordance with IC 4-13-19-5.