Published February 05, 2025

The Office of the Ombudsman participated in the IOI Ombudsman Training Academy on Complaint Behaviour, held in The Hague on 29 January 2025. The training event, organised by the Ombudsman Office of the Netherlands, was attended by 22 participants from 18 countries, with Malta being represented by the Head of Investigations Dr Monica Borg Galea.

The training was organised following the IOI European Board regional meeting on 8 July 2024, where it was agreed that a session focusing on complaint behaviour would provide valuable insights into handling challenging complainants. The goal of the training was to foster a deeper understanding of complainant behaviour, particularly in challenging cases, and to explore ways to manage and respond effectively.

Throughout the session, participants discussed key issues, including:

• Recognising different levels of tolerance for challenging behaviour and determining appropriate responses.
• Understanding complainant behaviour from the perspective of the complainant and how emotions influence interactions.
• Setting boundaries and using clear communication strategies to manage aggressive or persistent complainants.
• Exploring tools and follow-up actions available to Ombudsman offices when handling challenging cases.
• Focusing on staff well-being and ensuring appropriate support mechanisms for employees dealing with difficult interactions.

The training also emphasised the importance of maintaining objectivity, reliability, and clear communication in handling complaints, ensuring that complainants are heard while also protecting staff from undue stress. The programme provided participants with practical strategies for balancing compassion and accountability while upholding the Ombudsman’s role as an impartial mediator.