FEATURE 3
Samoa
The Office of the Ombudsman in Samoa (Komesina o Sulufaiga) was established in 1988. The current Ombudsman is Mr Maiava Iulai Toma, who was formerly the Secretary to Government and Samoa's Ambassador to the United Nations and the United States of America. The first Samoan Ombudsman was Prof. Jack Richardson, who was also the first Commonwealth Ombudsman.
Michael Woodhead from our office spent three months working with the Samoan Ombudsman and staff in Apia from September to December 2008.
Michael worked with the Ombudsman's staff to identify reasons for delays in handling complaints. The main problem areas were that administrative processes were allowed to drift, difficult complaints were not managed well, and agencies failed to respond. Working together, Michael and the Samoan staff addressed these problems by holding regular in–house meetings to discuss complaints, formalising arrangements with agencies and developing good recordkeeping practices.
In addition, the Samoan Ombudsman office changed its outreach focus to government agencies. This resulted in meetings with 10 agencies during Michael's stay to discuss a draft practice statement. The agencies nominated Ombudsman liaison officers, and education sessions for staff were conducted or planned.
The Samoan Ombudsman also established an ongoing relationship with the Samoa Police Service Professional Standards Unit. Michael attended the first three regular monthly meetings held as part of the growing relationship.
Upon his return to Australia, as part of the emerging Pacific Ombudsman Alliance, Michael also made contact with Tongan Ombudsman officials who are building formal police/ombudsman professional working relationships. Michael continues to network with Samoan and Tongan Ombudsman staff and has a further short placement in Samoa in early 2009–10.
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