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