We are an independent, impartial, apolitical, legislative branch agency.
Arizona Ombudsman-Citizens’ Aide
What is the Arizona Ombudsman-Citizens’ Aide?
The Arizona Ombudsman-Citizens’ Aide was established to help ensure the Arizona government is fair and responsive to Arizona citizens. The public can turn to the office when they feel they have been treated unfairly by a state administrator, agency, department, board, or commission. Ombudsman services are free, and upon request, we will treat your case as confidential. The office is given its authority by Arizona Revised Statutes sections 41-1371 through 41-1383 and operates under Arizona Administrative Code Title 2, Chapter 16.
The Arizona Ombudsman-Citizens’ Aide Office is an independent, impartial dispute resolution agency. We strive to resolve problems non-adversarily by examining case facts and law and then deciding what we consider “right.”
An ombudsman has broad powers to investigate and to make recommendations, but no authority to force an agency or administrator to give an order or reverse a decision.
do you have an issue with a state government agency?
What can the Ombudsman do for me?
If your complaint is within our authority, and it is not premature to come to us, we may investigate it and determine whether you have been treated fairly. If we conclude your complaint is justified, we will collaborate with you and the agency to find a fair solution. If we conclude your complaint is not justified, we will take the time to explain our reasoning. The ombudsman is not an advocate or someone who will automatically take your side in a conflict. Our job is to consider all sides of a question impartially and objectively. We will discuss your complaint with you confidently. In many cases, we can often provide the information you need to solve the problem yourself. In other cases, we will investigate your complaint and function as a helpful mediator in negotiating a solution. We cannot order changes to rules, regulations, policies, or procedures. However, most state administrators are cooperative and responsive to our recommendations. If we are unable to work out a satisfactory solution, we can send a formal report of our findings and recommendations to the state legislature, the governor, and the public.
When should I go to the Ombudsman?
The Arizona Ombudsman-Citizens’ Aide Office is the “Office of last resort”, as we can often help when other attempts to resolve an issue have failed. If you have a problem, first discuss it with the person or office involved. They will often explain a specific policy or correct the issue on the spot. If you cannot resolve your issue with the direct supervisor at the agency, then request to elevate your concern to the agency’s ombudsman.
Pursuant to A.R.S. §41-1006 and A.A.C. R1-1-212(A):
“[Each] agency shall designate an agency ombudsman under A.R.S. § 41-1006. “Ombudsman” as used in this Section means the employee or employees designated by the agency to assist members of the public or regulated community.”
If you are unable to find the designated employee, contact us, and we will try to guide you to the correct individual(s) or provide guidance on how to resolve your issue. As previously mentioned, our office cannot review an issue until you have tried to resolve the issue with the agency first.
Once you have “exhausted all reasonable alternatives to resolve a complaint within an agency”, including contacting the agency ombudsman, and have still been unsuccessful, you will have fulfilled the laws surrounding our office [A.R.S. §§41-1376(A)(5) and 41-1377(C)(1) and A.R.C. R2-16-301] and will be legally able to review and potentially investigate your issue.
Are there problems the Ombudsman can’t handle?
Yes. With the exception of matters relating to public access, we are only allowed to receive complaints about the administrative acts of state agencies in Arizona. We cannot take up conflicts with private individuals, companies, or organizations; federal, county, or local governments; the Board of Regents, renters or landlords; HOAs; universities, or community colleges; elected officials and their chief advisors; the legislature and its staff; or the judicial branch of government. We can also decline to look into a case where our intervention would be inappropriate.
We will tell you why if we can’t take up your case. We will also do our best to provide advice, information, and referrals when we can’t help directly.
