Jóhanna Ósk Baldvinsdóttir has taken over her new job at TR as a client Ombudsman. The principal role of the Ombudsman is to guide clients in handling cases with the agency and assist those who feel that they have not received material discussion or resolution in accordance with the applicable laws and regulations.

The objective of the new position of Ombudsman is in particular to strengthen the relationship between the clients and the TR, as well as to promote improvements in the administration and services in the interest of the clients.

Ombudsman:

• provides guidance regarding handling cases at TR

• to advise those who feel that they have not been given a substantive discussion or resolution in accordance with applicable laws or regulations

• provides advice and assistance on readmission and appeals

• shall be a neutral service provider for customers and communicate information to them

• promotes improved practices with a view to a high level of non-discrimination in the administration and the handling of cases in accordance with the law and high quality administrative practices

• educates staff and guides them on good administrative practices

• may take up an issue for examination on its own initiative.

A message to the Ombudsman must be written and be sent to the e-mail address. It must include a description of the facts and what requests the person concerned has for guidance, improvements or changes.

It should be noted that the Ombudsman does not generally take a case that is being processed within the TR or when it is being processed by the Welfare Committee, the Ombudsman of the Althingi or the courts and a decision is not available. In addition, he does not take a case if more than two years have passed since the administrative decision was taken in the case in question.

The Ombudsman does not decide on cases, but rather gives instructions and refers cases to the appropriate field within the TR if there is reason.

Customers are encouraged to take advantage of this innovation in their business.