. . . to foster ethical public service amidst escalating graft
Mohloai Mpesi
AS public service deteriorates and corruption continues to rise, the Office of the Ombudsman has undertaken an outreach initiative in Quthing District to engage with public officers and communities, aiming to foster high standards of ethical conduct.
In an interview with the Sunday Express on Friday the Ombudsman, Advocate Tlotliso Polaki, explained that the five-day outreach was designed to educate people living in the most remote areas about their rights and to listen to the challenges they face in their regions.
The Ombudsman engaged with public officers, encouraging them to serve the public with dignity and uphold the highest ethical standards during the outreach.
The overarching goal, she said, is to strengthen relations between government and citizens, particularly those living in vulnerable conditions.
“The Ombudsman went out to connect with people in remote communities to educate them on the work we do, their rights, and to hear their challenges. Our goal is to improve the relationship between government and citizens. Outreach is crucial to understanding their issues, especially for people living under vulnerable conditions whose voices are often unheard,” Adv Polaki said.
“Too often, these groups are forgotten, left behind, and systematically disadvantaged by policies. It’s important for the Ombudsman to engage, understand the dynamics, and bring the needs of different communities to the government’s attention so they can be prioritised, fostering an inclusive society.
“It is therefore vital that we remain connected with these communities. I have realised that we need to scale up and consistently implement outreach activities more aggressively.”
During the week-long engagement in Quthing, Adv Polaki explained that her office shared insights about the mandate of the Ombudsman, how the office handles grievances, initiates investigations, exercises its powers, and operates within its jurisdiction.
“We shared information on what an Ombudsman is, mandate areas, who can approach the Ombudsman to lodge complaints, and how to do so. We explained how the Ombudsman holds the government, through its ministries, departments, agencies, and officials, accountable; how grievances are handled as an alternative dispute resolution mechanism; and the powers and limitations of the office. We also highlighted the benefits of leveraging Ombudsman services to strengthen good governance and promote the rule of law.
“Systemic issues raised included inordinate delays in the issuance of national passports and identity documents; challenges faced by travelers during border crossings—particularly at Teele Bridge—in the movement of goods; delays in processing pensions, especially for retired teachers; as well as delays and failures in disbursing old-age pension payments and other outstanding dues, among several other concerns.”
She said the outreach also focused on decentralisation strategies, such as the establishment of the new office in Mohale’s Hoek to serve the southern region and the use of complaints boxes at district administration offices.
Adv Polaki expressed hope that the outreach would encourage more citizens to engage with the Ombudsman and that public officers would demonstrate higher ethical conduct and responsiveness.
“We expect to see more members of the public demanding Ombudsman services, which will enable us to advocate for improvements in the systems and services we oversee. From the perspective of government officers, we expect men and women who uphold the highest standards of integrity, respond promptly to public complaints, and work towards improved service delivery aligned with their departments’ standards, free from maladministration and corruption.”
She emphasized one key message for public officers.
“Always strive for excellence in service provision. Do good even when no one is looking. Serve others in the way you would want to be served. Service standards in the public sector are deteriorating and, in some cases, are deplorable. I ask — if I had a choice, would I choose to be served by me? And in holding public officers accountable, should maladministration be criminalised?”
Adv Polaki also highlighted that the outreach included a complaints intake session, allowing members of the public to bring individual grievances for mediation, while also identifying systemic concerns requiring prioritisation and investigation.