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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:
  • DSC OmbudsmanA 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