Latest news with #ombudsman
CTV News
6 days ago
- Politics
- CTV News
Quebec ombudsman issues 11 recommendations over long delays in death certificate processing
Quebec's ombudsman has issued 11 recommendations to address long delays in processing death certificates, citing hundreds of public complaints and serious impacts on grieving families. A copy of a death certificate in Quebec. (CTV News) The Quebec ombudsman (Protecteur du citoyen), has issued 11 recommendations in a newly released report on excessive wait times for death certificates in the province. According to the report, the citizens' watchdog received more than 700 complaints between May and August 2024 about 'unreasonable delays' in obtaining death certificates — a necessary step in settling an estate. The ombudsman noted that in May 2024, it took the Directeur de l'état civil (DEC), the body responsible for issuing documents related to official acts, 55.8 working days to register a death in the civil status register, prompting the special investigation. Some of the recommendations include developing an organizational plan for the death registration service based on an analysis of observed trends, and reinstating a quality assurance process that was abandoned in 2023. The watchdog also stated that the DEC needs to modernize its infrastructure and emphasized the importance of informing citizens by phone and online when registration wait times exceed the promised timeframe. 'During our investigation, we found that some of the measures taken by the DEC were helping to reduce delays. However, corrective action is still needed to ensure more satisfactory and lasting improvements,' said Quebec ombudsman Marc-André Dowd. He added that they hope the recommendations are implemented quickly for the sake of the public, as delays can prevent next of kin from accessing the deceased's assets, which financial institutions often freeze. 'When the DEC imposes delays on citizens that complicate the settlement of an estate, the administrative issues can cause anxiety for bereaved families. This is not just about access to a document; it's a difficult time in people's lives. They have to deal with complex procedures while coping with grief and distress,' Dowd continued. In its investigation, the ombudsman identified five causes for the long delays, including a rise in deaths, human resource issues, and third-party complications. The office of Employment Minister Kateri Champagne Jourdain, which oversees the DEC, said it has taken note of the report. 'Several of the recommendations have already been implemented by the DEC. In fact, since the fall, processing times have returned to the targets set,' the minister's press secretary, Bénédicte Trottier Lavoie, said. With files from The Canadian Press
CBC
6 days ago
- General
- CBC
Quebec ombudsman calls for reforms over lengthy death certificate wait times
Quebec's ombudsman released a report and recommendations on Wednesday following its investigation into the long wait times for processing death certificates with the provincial agency that registers marriages, births and deaths in the province. The 32-page report shows that an increase in deaths, change in workflows, outdated information technology systems, staffing shortages and delays due to administrative costs were among the main factors behind extensive wait times. The ombudsman's office launched the investigation after the office received more than 700 complaints alleging unreasonable delays in processing death certificates between May and August 2024. That's seven times the amount of complaints it receives on average per year, according to the report. The investigation marks the third intervention the office has made since 2018 with the provincial agency, known in French as the Directeur de l'état civil (DEC), due to delays in processing death certificates, ombudsman Marc-André Dowd said at a news conference Wednesday. "When the DEC imposes delays on citizens that complicate the settlement of an estate, the administrative issues can cause anxiety for bereaved families," Dowd said. "This is not just about access to a document; it's a difficult time in people's lives. They have to deal with complex procedures while coping with grief and distress." Wait times for receiving a death certificate peaked in July 2024 when delays ranged from 66 days for files that were complete at the time of submission and 85 days for those that were missing information. In November of 2024, the DEC made a commitment on its website to limit delays to 20 working days — a target Dowd said is acceptable. The ombudsman made a total of 11 recommendations to redress delays in services. The first two recommend that the DEC develop by Oct. 31 a plan for addressing the expected increase in demand for death certificates and come up with a contingency plan. According to the report, the DEC speaks of its agility and versatility, but it doesn't provide "any concrete action plan or a number of requests beyond which appropriate measures must be taken." The report noted that the agency experienced intermittent connectivity issues that caused data loss. However, the DEC is in the process of migrating its network to the Employment Ministry's and will be automating some tasks and updating applications to improve service. With the provincial death rate trending upward, Dowd said on Wednesday that the agency should adjust its tools and workflows based on the available projections.
Health Line
02-06-2025
- General
- Health Line
What Is the Medicare Beneficiary Ombudsman?
The Medicare beneficiary ombudsman (MBO) is a representative who works on behalf of Medicare enrollees to resolve Medicare-related complaints, ensure access to information, and improve the program. An ombudsman is a person who reviews how an organization operates, investigates complaints, and helps resolve those complaints. They typically work as a client advocate within an organization or business. The MBO serves this function within the Medicare program. Learn more about the services the MBO provides and how to connect. What is the role of a Medicare beneficiary ombudsman? Congress formed the MBO role in 2003. The person in this role assists Medicare enrollees in various areas, including handling complaints, appeals, and requests for information. The general duties of the MBO, as outlined in section 1808 of the Social Security Act, are to: receive and help resolve complaints and inquiries that Medicare beneficiaries and other stakeholders make work with representatives of health insurance counseling programs to provide information and resources to beneficiaries report to Congress on ways to improve the administration of Medicare In addition to addressing complaints, some of the specific issues enrollees may have to address with an MBO include: Appeals: If you disagree with a Medicare payment or coverage determination, you can file an appeal. The MBO can assist you with this process. Enrollment concerns: If you have issues when leaving a Medicare Advantage (Part C) plan or joining a new plan, the MBO can assist you. Claims: If you need to file a Medicare claim, the MBO can help you through the process or troubleshoot issues that arise. What are a beneficiary's rights under Medicare? As a Medicare beneficiary, you have various clearly outlined rights and protections. The MBO exists to help preserve those rights and ensure fair treatment of all Medicare beneficiaries. It can be helpful for Medicare enrollees to periodically review their rights to understand what types of treatment and services they can expect. A Medicare beneficiary's rights include: fair and courteous treatment privacy of personal and health information access to appropriate healthcare professionals for medically necessary services clear, understandable information access regarding coverage, plan options, costs, and more Medicare designs its protections to keep beneficiaries up to date on coverage status and prevent unexpected costs. They come into play when Medicare may not cover a service, or you reach the end of Medicare coverage. A beneficiary's protections include: receiving an Advance Beneficiary Notice (ABN) of Noncoverage for any services that Medicare doesn't cover getting a Notice of Medicare Noncoverage at least 2 days before covered home health services end acquiring a Hospital-Issued Notice of Noncoverage (HINN) for inpatient services that Medicare Part A doesn't cover If you've experienced violations of your rights or protections or have an issue with Medicare noncoverage, you can contact the MBO for assistance. How to contact a Medicare beneficiary ombudsman Not all Medicare-related questions should go directly to the MBO. Other contact points may be more suitable based on your coverage and the nature of your question or concern. If you're a Medicare Advantage or Part D enrollee, contact your insurance carrier with any questions or complaints about your plan. You can generally find contact information for the plan on the back of your insurance card. If you have questions about Original Medicare or need help with issues that a private insurance carrier can't address, you can contact Medicare by phone at 800-633-4227. If you have general questions or would like free, unbiased Medicare counseling, you can contact your local State Health Insurance Assistance Program (SHIP). Finally, if you have questions that the channels above can't resolve, you can direct your query to the MBO. You can do so by contacting Medicare by phone at 800-633-4227 and requesting your case's submission to the MBO. Summary The MBO has a role within the Medicare program to provide customer service and advocacy. The MBO can assist Medicare beneficiaries with resolving complaints and accessing important information. They also work to improve Medicare's administration by submitting an annual report to Congress on its operation. If you have a concern requiring the MBO's attention, you can contact Medicare by phone and explain the situation.
The Guardian
02-06-2025
- Business
- The Guardian
Issues in social housing that Labour must tackle
The housing ombudsman's latest report recorded a significant increase in social housing repairs and maintenance complaints since 2020 (Housing ombudsman for England warns of 'simmering anger' over living conditions, 29 May). We as a sector support the ombudsman's campaign to raise awareness among tenants of routes to redress in cases where issues with their homes have not been resolved. It is also important to look at these figures in context. The increase represents one complaint upheld by the ombudsman for every 1,000 social homes. With many more residents now aware of the ombudsman's service following an ad campaign, care must be taken when drawing any conclusions from the data. Looking at action and investment in the sector, we know that the quality of social housing is improving. Housing associations have prioritised investment in their existing homes, increasing spending on repairs and maintenance by 55% since 2020, investing a record £8.8bn last year, with plans to spend a further £50bn over the next five years. Today 90% of housing association homes meet the decent homes standard, more than any other tenure, but there is work still to do and the sector is committed to ensuring that every single home is of high quality. However, cuts to social housing over many years have exacerbated quality issues, and only an increase in funding can address this long-term, as the ombudsman recognises. Some homes are in urgent need of regeneration, funding for which was cut in its entirety in 2010. In addition, overcrowding – at its highest level in 30 years – is a significant contributor to damp and mould. Financial pressures mean that by prioritising investment in existing homes, the sector is less able to build new homes, which is essential for tackling overcrowding. The upcoming spending review is a critical moment for the government to provide financial support for existing and new social HendersonChief executive, National Housing Federation It was distressing but not surprising to read your report about the dire state of the country's social housing. I live on a large estate in south London that has been severely mismanaged by a tenant management organisation (TMO) for decades. TMOs are a common system like that in place in Kensington and Chelsea before the Grenfell Tower fire, which originally aimed to hand power to residents but has become an open door for abuse. There are approximately 230 TMOs in England managing tens of thousands of properties. On our estate, repairs are left undone for months or years, many homes are filled with damp and mould, fly-tipping is out of control, vermin run wild and residents are blocked from using the community spaces. One man told me recently how he has lived without central heating for years. charges continue to escalate, and yet concierges whom these fees are meant to fund are mostly absent. Lifts are regularly out of order. Many feel anxious about the state of their flats – with the situation having a serious impact on their physical and mental health. Residents feel silenced or even threatened when they raise complaints. Anger is rising and residents are distraught. The government needs to do an urgent review of TMO law, which only seems to protect those who manage social housing estates, not those who live in damp, inadequate and rotting homes. Katherine Maxwell-RoseLondon It is no surprise that the housing ombudsman, Richard Blakeway, has highlighted 'simmering anger at poor housing conditions', and the substantial increase in tenants' complaints. But the problem of non-decent and unsafe homes isn't just confined to social housing. In the UK, 15% of homes overall – which equates to 3.7m properties – are in such a bad state of repair that they don't reach the government's minimum standards of decency. That means nearly 8 million people are living in homes that can negatively impact their health and wellbeing, with 2.6 million being 55 and over. Many of these older people are vulnerable. If you don't live in a good home, it's more or less impossible to be in good health – particularly in later life. Homes that are damp, cold and hazardous can lead to many health problems, including asthma, strokes, heart attacks and broken bones. These can have devastating consequences for individuals, and present costs and demands to the NHS and social services. And if left unchecked, the problem will get worse. In the UK, 80% of the national building stock will still be in use by 2050 – and it's already one of the oldest building stocks in Europe. We're calling on the government to make a commitment to improving the quality of cold, dangerous homes – both for social and private tenants, and for poorer homeowners – in the forthcoming national housing strategy. This should set out detailed plans to tackle poor-quality homes of all types. Looking to the future, we also need to consider new homes and make sure that they're accessible for disabled and older people. We have a moral obligation to ensure that the most vulnerable people in society live in a home that is Carole EastonChief executive, Centre for Ageing Better Have an opinion on anything you've read in the Guardian today? Please email us your letter and it will be considered for publication in our letters section.
ABC News
11-05-2025
- Business
- ABC News
Financial counsellors sound alarm at private assistance services that take fees from payouts
The Financial Counsellors Association of WA has warned that services that charge fees to lodge complaints with banks and the financial ombudsman on behalf of customers are not necessary. Melanie Hopkinson, the association's chief executive, said services had sprung up that work on a "no win, no fee" basis, taking up to 40 per cent of any payout a complainant might receive. "They offer to take the fight to the ombudsman for you," Ms Hopkinson told Nadia Mitsopoulos on ABC Radio Perth. "That could be for a complaint against a financial provider for junk insurance. Ms Hopkinson said she wanted the public to understand that financial counsellors will do the same for the clients — free of charge. She said the complaint process to the Australian Financial Complaints Authority (AFCA) was designed to make it easy for people to lodge complaints on their own. "What we want people to focus on is that there are free alternatives out there," she said. "Financial counsellors can assist you to do exactly the same work and walk alongside you and advocate for you. "And then if you do get your compensation, 100 per cent of it will go to you." In a statement, a spokesperson for AFCA said it was free to use, and the service was designed so that people did not need to engage a paid representative. AFCA also said that any compensation awarded would not take into account whether a consumer had used a paid service to lodge their complaint. "By coming directly to us, you get to keep every cent of any compensation you are owed," the spokesperson said. "That said, if someone decides to use a paid representative, we'd encourage them to ensure the paid representative makes a detailed submission to the financial firm first, through the firm's own complaints process — more formally known as internal dispute resolution. "This can be the fastest way of achieving an early resolution." One of these paid services is Perth-based website EquiClaim, which offers to help consumers with complaints against banks and takes 40 per cent of any compensation awarded. "We're addressing the gaps in the system for those who are left behind," EquiClaim director Ronald Ng said. "We're a private sector solution to consumer complaints, in particular the banks. "And we fully understand that there are other pathways so that you can do it yourself. If you do qualify, you can go and talk to financial counsellors, or you can talk to legal aid, or you can talk to other advisers." Mr Ng defended the 40 per cent fee, saying his company did the "heavy lifting" for its customers. "We've looked at the marketplace … and [the fee] mirrors the litigation funding [model], which has been in place for a fair while," he said. "We're a private organisation, so we don't get the funding that some of the other organisations will get that are government-funded or some of the not-for-profits." Ms Hopkinson said many people were unaware that free financial counselling services existed, and for some, there might be an element of shame in asking for help with money problems. "I think for some people, there is no awareness that the free services exist," Ms Hopkinson said. "There's a real stigma about talking to someone about finances and about issues. "And I also think people get overwhelmed by the prospect of thinking there's going to be an awful lot involved." Ms Hopkinson said there were about 50 counsellors in Western Australia, and people could contact the National Debt Helpline to be connected to one.
