Defining Ombudsman<\/strong><\/p>\n\n\n\n The term “Ombudsman” originated from Sweden and translates to “representative” or “advocate.” An Ombudsman is a neutral and impartial entity responsible for addressing grievances raised by citizens against government agencies or organizations. Ombudsmen act as watchdogs, ensuring that public bodies follow due process, uphold legal standards, and deliver services efficiently.<\/p>\n\n\n\n Importance of an Ombudsman<\/strong><\/p>\n\n\n\n There are several reasons why a country needs to have an Ombudsman. Firstly, an Ombudsman provides an avenue for citizens to voice their concerns and seek redress for grievances. By offering an accessible and independent platform for complaint resolution, an Ombudsman enhances trust in government institutions and fosters a sense of accountability.<\/p>\n\n\n\n Secondly, an Ombudsman serves as a checks-and-balances mechanism within the government. By conducting impartial investigations into alleged maladministration, corruption, or human rights violations, an Ombudsman helps prevent abuse of power and promotes good governance practices. This oversight function contributes to enhancing the rule of law and upholding democratic principles.<\/p>\n\n\n\n In addition to these aspects, an Ombudsman contributes to fostering a culture of transparency and openness in government affairs. By operating independently from political influence and vested interests, an Ombudsman can investigate complaints objectively and uphold the rights of individuals without fear of retribution. This transparency is essential for promoting public trust and ensuring the rule of law prevails.<\/p>\n\n\n Some countries with Strong Ombudsman History and Their Social & Economic Success<\/strong><\/p>\n\n\n\n Countries with a strong Ombudsman system in place have shown significant success in fostering social welfare and economic development. The history of Ombudsman in countries such as Sweden, Norway and Finland have a strong correlation with their economic prosperity, social development and cohesion and high ranking among countries with high integrity and low levels of corruption.<\/p>\n\n\n Sweden<\/p>\n\n\n\n Sweden is often cited as a pioneer in establishing a robust Ombudsman system. The Swedish Parliamentary Ombudsman, known as Justitieombudsmannen (JO), has a long history dating back to 1809. The JO plays a crucial role in upholding administrative justice and safeguarding the rights of citizens. This strong oversight mechanism has contributed to Sweden’s reputation as a country with low levels of corruption and high respect for the rule of law. As a result, Sweden has achieved high levels of social trust, equality, and quality of life, which have been beneficial for economic growth.<\/p>\n\n\n\n Norway<\/p>\n\n\n\n Norway is another example of a country with a successful Ombudsman tradition. The Norwegian Parliamentary Ombudsman, established in 1962, has been instrumental in ensuring transparency and accountability in public administration. By addressing citizens’ complaints and holding authorities accountable, the Ombudsman has contributed to a culture of honesty and integrity in Norway. This trust in the government has helped create a stable and supportive environment for businesses to thrive, leading to sustained economic growth and prosperity.<\/p>\n\n\n\n Finland<\/p>\n\n\n\n Finland’s Ombudsman system, overseen by the Parliamentary Ombudsman (Eduskunnan oikeusasiamies), has been lauded for its effectiveness in promoting good governance and protecting citizens’ rights. The Ombudsman has the authority to investigate complaints against public authorities and ensure that they adhere to the rule of law. Finland’s strong Ombudsman institution has been a key factor in fostering social cohesion and equality, which are essential for sustainable economic development. The country’s high-ranking in global indices of transparency and low corruption levels are a testament to the success of its Ombudsman system.<\/p>\n\n\n\n These countries with a strong Ombudsman history have demonstrated the positive impact of effective oversight mechanisms on social and economic well-being. By upholding transparency, accountability, and the rule of law, these countries have built trust between citizens and government institutions, leading to improved social cohesion and economic success. The Ombudsman system’s ability to address grievances, protect rights, and prevent abuses of power creates a conducive environment for businesses to thrive and for individuals to enjoy a high quality of life.<\/p>\n\n\n\n As such, the Sarawak government\u2019s decision to invest in a robust Ombudsman system is no doubt a crucial step as it looks to enhance good governance, promote social inclusivity and cohesion and, achieve sustainable economic growth.<\/p>\n\n\n\n RAKAN Sarawak<\/em><\/strong> had the privilege to have a conversation with Sarawak\u2019s Chief Ombudsman, Dato Sri Abdul Ghafur bin Shariff on his role and the mandate and directions of Sarawak\u2019s Office of the Ombudsman.<\/p>\n\n\n RAKAN Sarawak: Can you explain the mandate and the role and functions of Sarawak\u2019s Office of the Ombudsman?<\/strong><\/p>\n\n\n\n DATO SRI ABDUL GHAFUR SHARIFF, CHIEF OMBUDSMAN:<\/strong><\/p>\n\n\n\n In essence, the concept of the Ombudsman is based on the principle that citizens should have the right to file complaints against specific actions of their governing authorities, which should then be independently investigated. The term “Ombudsman” originates from Scandinavian countries. Sweden was the first country to introduce the idea in 1809, followed by Finland in 1919, Denmark in 1925, and Norway in 1962. The Ombudsman serves as a mediator between the government and its citizens.<\/p>\n\n\n\n Sarawak made history as the first region in Malaysia to pass the Sarawak Ombudsman Ordinance 2023, enacted by the Sarawak Legislative Assembly in November 2023. This ordinance encompasses all public service agencies in Sarawak.<\/p>\n\n\n\n As defined in the Sarawak Ombudsman Ordinance 2023 (SOO 2023), “public service agencies” include government ministries, departments, agencies, local authorities, statutory bodies, and government-linked companies (GLCs) in Sarawak, excluding federal-level entities.<\/p>\n\n\n\n The ordinance came into effect on April 1, 2024, with the establishment of the Office of the Ombudsman. Subsequently, I was appointed as the Chief Ombudsman by the Governor, His Excellency, Tun Pehin Sri Dr. Haji Wan Junaidi bin Tuanku Jaafar, on June 1, 2024. I took my oath before a High Court judge on August 26, 2024.<\/p>\n\n\n\n The roles and functions of the Ombudsman are clearly outlined under Section 12.1 of the SOO 2023. The Office of the Ombudsman is tasked with receiving, investigating, and resolving complaints, while also recommending corrective or preventive actions to be taken by public service agencies.<\/p>\n\n\n\n Currently, we are in the process of operationalizing the SOO 2023, establishing systems and structures tailored to Sarawak’s needs. Our goal is to create an easily accessible system for the public, while also educating them on the Ombudsman’s mandate and the types of complaints we handle. It’s crucial to clarify any misconceptions about our role and functions, emphasizing that we are not an enforcement agency but rather focus on recommending measures for improvement based on the complaints investigated.<\/p>\n\n\n\n Our mandate is to recommend any corrective, remedial and other appropriate measures or actions based on the findings and results of the analysis of complaints about a Public Service Agency. We also determine and specify the time frame within which the measure or action recommended shall be implemented by the said Public Service Agency, which is required to report to the Ombudsman the implementation of these measures or actions.<\/p>\n\n\n\n This means that, once the Ombudsman investigates and we have come up with recommendations for corrective or remedial action, we will monitor and make sure that our recommendations are being carried out. We will submit a report to the State Secretary if or when the recommendations are being met or not. We are also required to submit to the Dewan Undangan Negeri (DUN) a report of the activities and affairs of the Ombudsman annually.<\/p>\n\n\n\n We may also, from time to time, publish the results of our analysis or investigation of complaints if we deem that these recommendations are useful for strategic planning and improvements in the operations of public service agencies. This is part of our function to advise the Government on strategies, direction and measures to be adopted by a public service agency to promote the principles and practice of good governance such as transparency, integrity, accountability and effective or efficient public service delivery system.<\/p>\n\n\n\n RS: What powers does an Ombudsman have?<\/strong><\/p>\n\n\n\n CHIEF OMBUDSMAN:<\/strong> We not only try to deal with public complaints, but arising from our investigations of public complaints, we may be able to identify the things which are being done wrongfully and recommend how to rectify these. Our scope of authority is limited to giving recommendations and monitoring the implementation of these recommendations, not enforcing them.<\/p>\n\n\n\n The Ombudsman has discretionary and not absolute power. Section 11<\/strong> of the SOO 2023 provides that the Ombudsman shall have the power to do all things expedient or reasonably necessary for and incidental to the discharge of his functions and exercise of his powers under the stipulated ordinance.<\/p>\n\n\n\n This means that we can have access to the records, documents of any public service agency and to enter and inspect premises such as any building, site, area or place related to any complaint or matter under investigation. <\/p>\n\n\n\n This is very important for us to carry out our tasks effectively. We need to scrutinise what are the evidences to prove whether the complaint is legitimate and not a frivolous one. We must make factual findings based on documentary disposition of evidence procured in the course of investigation.<\/p>\n\n\n\n RS: Could you please elaborate on the types of complaints that the Ombudsman is authorized to receive and address?<\/strong><\/p>\n\n\n\n CHIEF OMBUDSMAN: <\/strong>We are currently finalizing the procedures and criteria for accepting and investigating complaints. Traditionally, Ombudsmen in many countries handle a wide range of complaints against the government, such as human rights violations. However, in Malaysia, we have SUHAKAM specifically tasked with human rights issues, so we do not duplicate their efforts.<\/p>\n\n\n\n Our office only intervenes when complaints cannot be resolved at the agency level. In Sarawak, government entities have mechanisms to address grievances internally. If an issue involves a high-ranking official or if grievances remain unresolved at the organizational level, it may be escalated to us.<\/p>\n\n\n\n The core duty of the Ombudsman is to ensure justice. Individuals facing injustice may seek redress through our office, as accessing the judicial system may be financially prohibitive. However, we handle administrative cases exclusively, not criminal matters. Cases related to native rights, including those under traditional laws and native land rights, are outside our scope because we have our Native Courts to handle such matters. In such instances, we may serve as mediators between citizens and public sector bodies.<\/p>\n\n\n NOTE:<\/p>\n\n\n\n (Chapter 84, Sarawak Ombudsman Ordinance, 2023, Section 12.1)<\/em><\/p>\n\n\n\n Functions of Ombudsman<\/em><\/p>\n\n\n\n 12. (1) The functions of the Ombudsman are <\/em>\u23af<\/em><\/em><\/p>\n\n\n\n (a) to receive, investigate and resolve complaint relating to maladministration of public service agency;<\/em><\/p>\n\n\n\n (b) to promote, enhance, and instill in public service agencies the principles and practices of good governance, integrity and accountability;<\/em><\/p>\n\n\n\n (c) to recommend any corrective, remedial and other appropriate measure or action based on the findings and results of the analysis of complaints, to public service agency;<\/em><\/p>\n\n\n\n (d) to determine and specify the time frame within which the measure or action recommended in paragraph (c) shall be implemented by the public service agency who shall report to the Ombudsman upon implementation of the said measures or action;<\/em><\/p>\n\n\n\n (e) to report to the State Secretary for his appropriate action if the recommendation made under paragraph (c) is not implemented;<\/em><\/p>\n\n\n\n (f) to submit to the Dewan Undangan Negeri annually a report of the activities and affairs of the Ombudsman;<\/em><\/p>\n\n\n\n (g) to publicise the results of analysis or investigation of complaint if the Ombudsman thinks fit;<\/em><\/p>\n\n\n\n (h) to make recommendation for the strategic planning in public service agency for improvement based on the result of analysis or investigation complaint;<\/em><\/p>\n\n\n\n (i) to monitor the implementation of complaint resolution actions by public service agency;<\/em><\/p>\n\n\n\n (j) to advise the Government on strategies, direction and measures to be adopted for public service agency to promote principles and practices of good governance, transparency, integrity, accountability and effective or efficient public service delivery system;<\/em><\/p>\n\n\n\n (k) to act as mediator to reach an agreement towards fair and equitable resolution of any complaint; and<\/em><\/p>\n\n\n\n (l) to do all such matters and things as may be incidental to or consequential upon the exercise of its powers under this Ordinance.<\/em><\/p>\n\n\n\n (2) Notwithstanding any provision under this Ordinance, the Ombudsman may initiate any action, review and analyse any issues relating to maladministration in the public interest either on its own initiative or on the basis of public complaints<\/em><\/p>\n\n\n\n (Chapter 84, Sarawak Ombudsman Ordinance, 2023, Section 11)<\/em><\/p>\n\n\n\n Powers of Ombudsman<\/em><\/p>\n\n\n\n 11.<\/em> <\/em>(1) The Ombudsman shall have the power to do all things expedient or reasonably necessary for or incidental to the discharge of his functions and exercise of his powers under this Ordinance.<\/em><\/p>\n\n\n\n (2) Without prejudice to the generality of subsection (1), the Ombudsman may<\/em>\u23af<\/em><\/em><\/p>\n\n\n\n (a) receive, investigate, and resolve complaints including to dismiss any baseless and frivolous complaint;<\/em><\/p>\n\n\n\n (b) recommend corrective or preventive action to be taken by a public service agency;<\/em><\/p>\n\n\n\n (c) monitor the implementation of the recommendation made by the Ombudsman;<\/em><\/p>\n\n\n\n (d) prepare and publish reports relating to maladministration in public service agency;<\/em><\/p>\n\n\n\n (e) direct the production or inspection of any document, record or file kept by or in the possession of any public service agency or any person which can materially assist the Ombudsman in the investigation into any complaint;<\/em><\/p>\n\n\n\n (f) make factual finding based on oral or documentary disposition or evidence procured in the course of investigation;<\/em><\/p>\n\n\n\n (g) enter and inspect the premises, any building, site, area or place related to any complaint or matter under investigation; and<\/em><\/p>\n\n\n\n (h) to do all such matters and things as may be incidental to or consequential upon the exercise of its powers under this Ordinance.<\/em><\/p>\n\n\n\n SARAWAK CHIEF OMBUDMAN BIODATA<\/strong><\/p>\n\n\n\n Name : Dato Sri Abdul Ghafur bin Shariff<\/p>\n\n\n\n Date of Birth : 6 April 1952<\/p>\n\n\n\n Hometown : Kuching<\/p>\n\n\n\n Education :<\/p>\n\n\n\n 1957 : Methodist Primary School Kapit<\/p>\n\n\n\n 1959 \u2014 1964 : St. Joseph’s Primary School<\/p>\n\n\n\n 1965 \u2014 1970 : St. Joseph’s Secondary School<\/p>\n\n\n\n 1978 \u2014 1981 : Hull College of Higher Education, England<\/p>\n\n\n\n 1984 \u2014 1988 : MARA Institute of Technology (part \u2014 time student)<\/p>\n\n\n\n 1990 \u2014 1997 : University Sains Malaysia, Penang (Off \u2014 campus)<\/p>\n\n\n\n 1999 \u20142000 : Curtin University of Technology, Perth, Australia<\/p>\n\n\n\n (off-shore Masters in Policy Sciences at<\/p>\n\n\n\n Centre for Modern Management)<\/p>\n\n\n\n Academic Qualifications:<\/p>\n\n\n\n 1. Certificate in Administration (1979)<\/p>\n\n\n\n Hull College of Higher Education, England<\/p>\n\n\n\n 2. Diploma in Public Administration (1988) MARA Institute of Technology<\/p>\n\n\n\n 3. Diploma in Management Science (1990)<\/p>\n\n\n\n National Institute of Public Administration (INTAN), Kuala Lumpur<\/p>\n\n\n\n 4. Advanced Management Program Certificate (1994) University of Pittsburgh, Pennsylvania, USA<\/p>\n\n\n\n 5. Bachelor in Social Science (Hons.) (1998)<\/p>\n\n\n\n University Sains Malaysia, Penang<\/p>\n\n\n\n 6. Master in Policy Sciences (2000)<\/p>\n\n\n\n Curtin University of Technology, Perth, Australia<\/p>\n\n\n\n 7. Harvard Executive Program (JFK School of Government) (2006)<\/p>\n\n\n\n 8. Senior Executive Program, Stanford University (class of 2007)<\/p>\n\n\n\n 9. Advanced Management Programme, Cambridge University (2009)<\/p>\n\n\n\n 10. Balanced Scorecard Professional (BSP) Certificate (2014)<\/p>\n\n\n\n Career :<\/p>\n\n\n\n 04.02.1971 – Sarawak Administrative Officer (SAO) Class III<\/p>\n\n\n\n 16.12.1974 – Sarawak Administrative Officer Class II<\/p>\n\n\n\n![\"\"](\"https:\/\/www.rakansarawak.com\/v3\/wp-content\/uploads\/2025\/06\/16-3-Q1-RO-02-PG17-2025-1024x683.jpg\")
![\"\"](\"https:\/\/www.rakansarawak.com\/v3\/wp-content\/uploads\/2025\/06\/17-1-Q1-RO-01-PG17-2025-683x1024.png\")
![\"\"](\"https:\/\/www.rakansarawak.com\/v3\/wp-content\/uploads\/2025\/06\/16-2-Q1-RO-02-PG16-2025.jpg\")
![\"\"](\"https:\/\/www.rakansarawak.com\/v3\/wp-content\/uploads\/2025\/06\/17-2-Q1-ombudsman-infographic-1024x497.jpg\")