In order to resolve complaints efficiently and effectively,
the Alberta Ombudsman's office established an Alternative Complaint
Resolution (ACR) process in 2005. In some cases, this process
can result in a better and a more timely resolution for the
complainant and the department than what could be achieved through
the traditional formal investigation process. This initiative
has been met with support from Deputy Ministers and administrative
heads of agencies and professional organizations that can be
investigated by the Office.
Once it has been determined the
complaint can be investigated, the Ombudsman may proceed with
ACR if the following criteria are met:
- Possible tangible benefit to the complainant,
- Simplicity of issue(s),
- Complainant and department are receptive to the approach,
- No reasonable referral to another remedy, and
- Reasonable chance of resolution within 21 days.
If ACR is unsuccessful the complaint may be referred for
formal investigation.
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