Ombudsman presses for clearer promotion rules, stronger complaint systems

Complaints were made against two out of three agencies in the public service in 2025, prompting the government’s watchdog, the Ombudsman, to recommend a comprehensive human resource audit and stronger systems to hold agencies accountable.

In his 2025 annual report presented to Parliament, Ombudsman the Rev Dr Nigel Taylor said he was “recommending these specific actions for consideration and implementation in order to advance and streamline service delivery”.

The ombudsman is an independent official mandated under law to investigate complaints against government agencies or departments of government and seeks to resolve disputes fairly and impartially.

Complaints were registered against an estimated 70 per cent of public service organisations.

Nine departments had five or more complaints made against them, with the three most complained-about agencies the Barbados Revenue Authority (43), the National Insurance and Social Security Service (33) and the Ministry of Education Transformation (15).

Flagging “enhanced human resource fairness,” Taylor said the audit is aimed at identifying patterns of supercession, non-promotion, and grievance-handling.

He is also recommending that policymakers sensitise staff to promotion criteria to improve transparency and reduce perceptions of bias.

He also called for accountability and transparency to be embedded in the civil service.

“Require agencies to publish regular reports on complaints, resolution rates, and reform measures for public consumption,” was one recommendation.

The ombudsman added: “Introduce citizen feedback mechanisms such as customer/client satisfaction surveys, to complement Ombudsman data.”

Taylor also wants the government to strengthen legislative frameworks to enforce compliance with service delivery standards.

Stronger complaint resolution systems are also among the ombudsman’s recommendations.

He is asking for expanded dedicated communication systems across all major agencies, modelled on the National Insurance and Social Security Service (NISSS) email channel and the Barbados Revenue Authority’s (BRA) dedicated team meetings for ombudsman updates.

Taylor has also urged the policymakers to institutionalise learning and development in the civil service: “Ensure that the Performance Review and Development System (PRDS) meaningfully integrates training to close performance and knowledge gaps. Map the mandates of public service organisations to create opportunities for cross-training and knowledge-sharing; breaking silos and fostering institutional learning.”

He has also told the government to promote a culture of responsiveness across the public service.

Taylor urged regular joint review meetings between his office and agencies with the highest number of complaints, modelled on the BRA collaboration.

“Operationalise service charters outlining citizen rights, service standards and agency obligations,” the ombudsman insisted, adding that government needs to expand and/or monitor the management of e-governance platforms to streamline service delivery and improve accessibility.

 

Complaints to the Ombudsman – What to know

What to know

Complaints widespread in 2025: Complaints were lodged against an estimated 70 per cent of public service organisations, pointing to inefficiencies across government agencies.

Problems concentrated in key agencies: Nine departments and agencies received five or more complaints. Three recorded 15, 33 and 43 complaints respectively, suggesting persistent operational or workplace concerns.

Risks to public confidence: Inefficiency can weaken social, economic and political stability while damaging public trust and staff morale, the ombudsman said.

Agencies with five or more complaints

• Barbados Revenue Authority – 43
• National Insurance and Social Security Service – 33
• Ministry of Education Transformation – 15
• Barbados Police Service – 11
• Barbados Prison Service – 7
• People Resourcing and Compliance Barbados – 7
• Planning and Development Department – 6
• Grantley Adams International Airport – 5
• National Housing Corporation – 5

(JB)