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Office of the Complaints Commission-TCI

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𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻
The Office of the Complaints Commission was established in 1994 in the Turks and Caicos Islands. Paul Harvey.

The Office investigates complaints of maladministration by Public Authorities and Institutions, promotes effectiveness and efficiency within services rendered to the community, educates persons about their rights & duties in a free and democratic society. The current Complaints Commissioner is Mr. The Office investigates complaints of maladministration by Public Authorities and Institutions, promo

tes effectiveness and efficiency within services rendered to the community, educates persons about their rights and duties in a free and democratic society, and provides a service to the public in fairness, justice and without prejudice. We aim to play our part in improving public services by providing citizens with form of recourse when good service standards are not met. The Complaints Commission can investigate any action taken by a public body, including: grievances and conflicts in the workplace; performance issues, discrimination; harassment; maladministration, such as delays, bias, negligence, abuse of power, failing to give reason for a decision, not following through on a commitment. A complainant must first exhaust the complaints processes within any government department or statutory body concerned, only if that complaint is not handled in a professional manner, where no satisfactory resolution has been reached, can a complaint be submitted to the Commission. The Commission cannot investigate complaints about the Governor, Cabinet, House of Assembly, Justices, Magistrates, the Police or Chief Auditors, where separate complaints arrangements are in place. In carrying out investigations the Complaints Commissioner has the same powers as a Magistrate, and is able to enter and inspect any premises of any public office and, where necessary, retain or copy documents.

𝗕𝗮𝗰𝗸𝗴𝗿𝗼𝘂𝗻𝗱 𝗜𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻
•The Complaints Commissioner is an Ombudsman.
•An Ombudsman, a word of Swedish origin, is an official appointed to receive, investigate and report on private citizens’ complaints about Government.
•The Complaints Commissioner is appointed by the Governor after consulting with the Premier and the Leader of the Opposition.
•The Commissioner is wholly independent of all Government Officials.
•The office of the Complaints Commissioner is enshrined under Section 99 of the Turks and Caicos Islands Constitution.
•The Office of the Complaints Commissioner was first set up in 1994 in the Turks and Caicos Islands.
•There have been three previous Complaints Commissioners.

𝗧𝗵𝗲 𝗥𝗼𝗹𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻𝗲𝗿
•The office was established for the purpose of assisting aggrieved persons who believe that they have suffered injustices at the hands of Public Officers employed by Government Departments and Statutory Bodies.
•The aim of the Office of the Complaints Commissioner is to investigate in a fair and independent manner complaints against Government to ascertain whether injustice has been caused by maladministration.
•Maladministration, this is when a Government Department or Authority makes a wrong decision, acts outside its statutory authority and fails to take required action. Some examples are:
*Unnecessary delays, bias, negligence.
*Failure to follow proper procedures.
*Wrong decisions and improper service.
*Discourtesy.
•The Ombudsman is a small man’s institution because proceedings before him are informal, speedy and free of cost.
•There is no fee for filing a complaint, nor is an Attorney at law required.

𝗝𝘂𝗿𝗶𝘀𝗱𝗶𝗰𝘁𝗶𝗼𝗻 𝗼𝗳 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻𝗲𝗿
•In carrying out an investigation the Commissioner has the same powers as a Judge siting in the Court.
•The office will only seek to address complaints of an improper nature which include:
•Grievances and conflicts in the workplace. Performance issues.
•Discrimination on the basis of race, s*x, age and etc.
•Harassment and corrupt conduct.
•Maladministration matters.
•The Office will not accept or address any grievances for investigation concerning the following persons or bodies as laid out under the Constitution in Schedule 1, Section 4 of the Complaints Commission (Ombudsman) Ordinance 16 of 1987 (March 1st, 1988):
*The Governor
*The Executive Council
*The Legislative Council
*The Chief Justice and any Judge of the Supreme Court and any Judge of the Court of appeal.
*The Magistrate
*The Police
*The Chief Auditor and staff.

𝗠𝗮𝗸𝗶𝗻𝗴 𝗮 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁
•Complaints must usually be made in writing and addressed to the Commissioner.
•Complaints may be submitted via email, letter or by visiting the Office.
•Upon receipt of complaint, it will be carefully and thoroughly scrutinized.
•An investigation may follow to obtain substantial evidence from documents and witnesses that will be interviewed from both parties involved.
•Investigations are carried out in the most confidential manner and without prejudice.

24/03/2026

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗧𝘂𝗿𝗸𝘀 𝗮𝗻𝗱 𝗖𝗮𝗶𝗰𝗼𝘀 𝗜𝘀𝗹𝗮𝗻𝗱𝘀 𝗢𝗳𝗳𝗶𝗰𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻 𝗦𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻𝘀 𝗥𝗲𝗴𝗶𝗼𝗻𝗮𝗹 𝗧𝗶𝗲𝘀 𝗧𝗵𝗿𝗼𝘂𝗴𝗵 𝗦𝗶𝗻𝘁 𝗠𝗮𝗮𝗿𝘁𝗲𝗻 𝗔𝘁𝘁𝗮𝗰𝗵𝗺𝗲𝗻𝘁

The Turks and Caicos Islands Office of the Complaints Commission is pleased to announce the successful completion of a one-week professional attachment, held from March 9th -13th 2026, by Investigative Officer, Ms. Raynae Myers, at the Bureau Ombudsman Office in Sint Maarten.

This initiative forms part of the Commission’s ongoing commitment to strengthening regional collaboration, enhancing institutional capacity, and promoting the highest standards of public service oversight within the Turks and Caicos Islands.

During the attachment, Ms. Myers engaged directly with the Ombudsman Office team, gaining valuable insight into their investigative processes, case management systems, and approaches to resolving complaints. The experience provided a meaningful opportunity to exchange best practices and explore innovative strategies that can further improve the efficiency and effectiveness of the Commission’s work.

As part of the programme, Ms. Myers also visited the Sint Maarten Parliament, where she observed legislative operations and gained a deeper understanding of governance structures within the jurisdiction. Additionally, she toured the Mental Health Foundation facility, broadening her perspective on the intersection between public service delivery and vulnerable populations.

Reflecting on the experience, Ms. Myers noted that the attachment was both enriching and impactful, highlighting the importance of knowledge-sharing and regional partnerships in advancing
accountability and transparency across Caribbean institutions.

“This experience reinforced the value of collaboration in strengthening our systems and improving service delivery. The insights gained will contribute meaningfully to the continued development of the Complaints Commission and its mandate to serve the people of the Turks and Caicos Islands,” she stated.

The Complaints Commission extends its sincere appreciation to the Bureau Ombudsman Office in Sint Maarten for their warm hospitality and willingness to facilitate this exchange. Such partnerships play a critical role in advancing good governance and fostering stronger institutional relationships across the region.

The Commission remains committed to building on this momentum, leveraging regional cooperation to enhance its operations and deliver greater impact for the people of the Turks and Caicos Islands

24/02/2026

𝗣𝗥𝗘𝗦𝗦 𝗥𝗟𝗘𝗔𝗦𝗘
𝗢𝗳𝗳𝗶𝗰𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝘀 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗣𝘂𝗯𝗹𝗶𝗰 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗣𝗿𝗼𝘃𝗶𝗱𝗲𝗻𝗰𝗶𝗮𝗹𝗲𝘀 𝗣𝗼𝗽-𝗨𝗽 𝗢𝘂𝘁𝗿𝗲𝗮𝗰𝗵.

Grand Turk, Turks and Caicos Islands – February 23rd, 2026 – The Office of the Complaints Commission (OCC) recently completed a successful two-day public outreach initiative in Providenciales as part of its ongoing campaign to increase public awareness and accessibility across the Turks and Caicos Islands.

On February 19th and 20th, the Commission hosted pp-up information booths at key community locations, including IGA Graceway on Leeward Highway, Butterfield Square, and Smart. The outreach provided residents and visitors with the opportunity to engage directly with the OCC team, learn more about the Commission’s role, and receive guidance on how to access its services.

The Commission estimates that approximately 200-300 persons were reached over the two-day period through face-face conversations and the distribution of informational materials. Team members highlighted the OCC’s mandate, explained the complaint process, and answered questions from members of the public.

The initiative was met with a warm encouraging response. Many individuals welcomed the opportunity to better understand the work of the Commission. These pop-up engagements form part of the Commission’s continuing efforts to ensure that residents throughout the Turks and Caicos Islands are aware that an independent avenue exists to address concerns relating to the public services and administration.

The OCC looks forward to expanding its community presence in the months ahead.

𝗦𝘁𝗮𝘆 𝗮𝗹𝗲𝗿𝘁 - 𝗧𝗵𝗲 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻 𝗺𝗮𝘆 𝗯𝗲 𝗰𝗼𝗺𝗶𝗻𝗴 𝘁𝗼 𝗮 𝗹𝗼𝗰𝗮𝘁𝗶𝗼𝗻 𝗻𝗲𝗮𝗿 𝘆𝗼𝘂!

11/02/2026

𝗔 𝗡𝗲𝘄 𝗥𝗲𝗴𝘂𝗹𝗮𝗿 𝗖𝗼𝗹𝘂𝗺𝗻: 𝗬𝗼𝘂𝗿 𝗢𝗺𝗯𝘂𝗱𝘀𝗺𝗮𝗻 𝗮𝘁 𝗪𝗼𝗿𝗸 — 𝗧𝗵𝗲 𝗢𝗳𝗳𝗶𝗰𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻𝗲𝗿 (𝗢𝗺𝗯𝘂𝗱𝘀𝗺𝗮𝗻)

Over the coming months, you will see a new newspaper column from the Office of the Complaints Commissioner (Ombudsman). This column is meant to do one thing well: help residents understand what the Ombudsman is, what we do, and how you can use the office when you believe something has gone wrong in public administration.

Why an Ombudsman? Across many countries—especially within the Commonwealth—Ombudsman institutions exist because people need a trusted, independent place to raise concerns about public services without having to start in court. Ombudsman offices typically provide an impartial review of complaints and make recommendations that improve fairness, transparency, and the quality of public administration.

The Turks and Caicos Islands has that safeguard too. The Constitution provides for a Complaints Commissioner and anticipates that the Commissioner will investigate complaints of maladministration in government in accordance with the Complaints Commissioner (Ombudsman) ordinance of 2015. That Ordinance is the legal foundation for our work, and it shapes how we receive complaints, what we can investigate, and how we make findings and recommendations.

𝗪𝗵𝗮𝘁 𝘁𝗵𝗲 𝗢𝗳𝗳𝗶𝗰𝗲 𝗗𝗼𝗲𝘀: In brief, the Office of the Complaints Commissioner exists to investigate complaints of maladministration by Government Departments and Statutory Bodies and to support better public administration across the Islands. “Maladministration” can include issues such as unreasonable delay, failure to follow proper procedures, not providing information that should be provided, inconsistent decision-making, poor communication, unfair treatment, or administrative error. Our work may (among other things) lead to improvements large and small in Government systems and services, even introduce new procedures, policies or staff training.

𝗪𝗵𝗮𝘁 𝘁𝗵𝗲 𝗢𝗳𝗳𝗶𝗰𝗲 𝗗𝗼𝗲𝘀 𝗡𝗼𝘁 𝗗𝗼: An Ombudsman is not “another level of appeal” for every type of disagreement. We look closely at how a public decision was made and whether the process and administration were fair and reasonable. We do not replace the lawful authority of departments, boards, or decision-makers. We are not a court, and we do not provide legal representation. Some matters may be better addressed through internal review, a tribunal, the courts, or another regulatory route, depending on the issue. We function as the Office of ‘Last Resort for Public Officers” with complaints of poor public administration.

𝗛𝗼𝘄 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗪𝗼𝗿𝗸: One of the most common questions people ask is: “How do I make a complaint?” Generally, complaints must be made in writing and should be raised as early as possible, while the facts and documents are still available. In future columns we will outline what information helps your complaint move faster (dates, letters, reference numbers, decision notices, and names of offices contacted), what to do before you complain (including completing an agency’s internal complaints process where appropriate), and what happens after you submit your complaint (assessment, jurisdiction checks, inquiries, findings, and recommendations).

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂 𝗖𝗮𝗻 𝗘𝘅𝗽𝗲𝗰𝘁 𝗙𝗿𝗼𝗺 𝗨𝘀: Ombudsman work is guided by independence, impartiality, fairness, and respect for all parties. Our job is to bring careful scrutiny, calm process, and practical remedies where they are justified—always guided by the law that establishes the office and the principles of good administration.

𝗪𝗵𝘆 𝗧𝗵𝗶𝘀 𝗖𝗼𝗹𝘂𝗺𝗻, 𝗮𝗻𝗱 𝗪𝗵𝗮𝘁’𝘀 𝗖𝗼𝗺𝗶𝗻𝗴 𝗡𝗲𝘅𝘁: This new column is part public education and part public service. Over the next few editions, you can expect short, clear articles on topics such as: “Is this maladministration?” practical examples and common patterns; “Before you complain”: simple steps that can save weeks of time; delays and non-responses; fairness and reasons; how to write a strong complaint letter; what happens after an investigation; and a “good administration spotlight” highlighting fixes that improve service for everyone.

𝗔 𝗙𝗶𝗻𝗮𝗹 𝗪𝗼𝗿𝗱: If you remember only one thing from this first article, let it be this: the Office of the Complaints Commissioner exists so that ordinary people have an independent place to take concerns about public administration, and so that public bodies can benefit from impartial review that helps improve services for everyone. In the next article, we will start at the beginning: what makes a complaint one that the Ombudsman can consider—and what information you should have ready before you submit it.

We will meet again with the next article. For more information go to www.complaintscommissiontci.com or call us 649-338-2927
Your Office of Complaints Commission- Team:
Cherylann Jones- Complaints Commissioner (Ombudsman)
Samadia Lightbourne: Senior Investigative Officer
Raynae Myers: Investigative Officer
Shalandra Smith: Administrative Officer

02/02/2026

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗢𝗳𝗳𝗶𝗰𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻𝗲𝗿 (𝗢𝗖𝗖) 𝗽𝗮𝗿𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗲𝘀 𝗶𝗻 𝘁𝗵𝗲 𝗔𝗻𝗻𝘂𝗮𝗹 𝗧𝗼𝘂𝗿𝗶𝘀𝗺 𝗬𝗼𝘂𝘁𝗵 𝗖𝗼𝗻𝗴𝗿𝗲𝘀𝘀 𝗦𝗽𝗲𝗲𝗰𝗵 𝗖𝗼𝗺𝗽𝗲𝘁𝗶𝘁𝗶𝗼𝗻 & 𝗧𝗼𝘂𝗿𝗶𝘀𝗺 𝗖𝗮𝗿𝗲𝗲𝗿𝘀 𝗘𝘅𝗽𝗼. 𝟮𝟬𝟮𝟲.

As part of its ongoing public awareness and outreach campaign, the Office of the Complaints Commissioner (Ombudsman) participated in the Annual Tourism Youth Congress Speech Competition and Tourism Careers Expo. 2026, held on 29th January 2026 in Providenciales.

The OCC was represented by Senior Investigative Officer Ms. Samadia Lightbourne and Investigative Officer Ms. Raynae Myers. During this event, five students from our high schools across the islands, delivered presentations centred on themes relating to the heritage of the Turks and Caicos Islands and the role of digital advancement in shaping the future of tourism. The speeches reflected a strong sense of national pride, creativity, and awareness of the country’s cultural identity and evolving tourism landscape. The OCC commends all participants for their thoughtful and engaging presentations.

Following the conclusion of the speech competition, the Tourism Careers Expo. commenced, providing an opportunity for various organizations and institutions to showcase their work and engage directly with students and members of the public. The OCC participated by sharing information on the role and functions of the Office and careers within the OCC.

The office of the Complaints Commissioner remains committed to continuing its public education and outreach efforts and looks forward to further opportunities to engage with young people and the wider community, in support of transparency, fairness, and accountability in public administration across the Turks and Caicos Islands.

29/09/2025

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗧𝗵𝗲 𝗢𝗳𝗳𝗶𝗰𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻 𝗶𝘀 𝗴𝗼𝗶𝗻𝗴 𝗔𝗿𝗼𝘂𝗻𝗱 𝘁𝗵𝗲 𝗜𝘀𝗹𝗮𝗻𝗱𝘀

In celebration of International Ombudsman Day, we’re bringing the Commission to YOU! Our team will be visiting communities across the Turks and Caicos Islands to hear your concerns, answer your questions, and share how we can help resolve challenges together.

Theme: “Empowering Voices, Resolving Challenges”

Tour Schedule:
•Salt Cay – October 3, 2025
•Grand Turk – October 6, 2025
•South Caicos – October 7, 2025
•Providenciales – October 9, 2025
•North & Middle Caicos – October 10, 2025

This is your chance to connect with us in person, because your voice matters.

For more information, call 649-338-3407 or 649-338-3435

Voices Challenges

02/09/2025

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗢𝗖𝗖 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝘀 𝗚𝗼𝗼𝗱 𝗚𝗼𝘃𝗲𝗿𝗻𝗮𝗻𝗰𝗲 𝗧𝗵𝗿𝗼𝘂𝗴𝗵 𝗜𝗻𝘁𝗲𝗿-𝗚𝗼𝘃𝗲𝗿𝗻𝗺𝗲𝗻𝘁 𝗥𝗼𝘂𝗻𝗱𝘁𝗮𝗯𝗹𝗲

Demonstrating its dedication to progress and collaboration, the Office of the Complaints Commission successfully concluded its Inter-Government Roundtable Discussion, held on Tuesday, 5th August 2025. This event marks a significant milestone in enhancing services for residents across the islands.

The strategic forum brought together department representatives to collaboratively address service delivery challenges and identify solutions that will directly benefit residents of the Turks and Caicos Islands.

𝗦𝗧𝗔𝗧𝗘𝗠𝗘𝗡𝗧 𝗙𝗥𝗢𝗠 𝗧𝗛𝗘 𝗖𝗢𝗠𝗠𝗜𝗦𝗦𝗜𝗢𝗡𝗘𝗥
"The Inter-Government Roundtable discussion held on Tuesday, 5th August 2025, marks a remarkable turning point in how we approach public service delivery," said Hon Rita Gardiner OBE, OTCI, Complaints Commissioner (Ombudsman). "We witnessed outstanding collaboration as stakeholders from diverse government and statutory departments enthusiastically worked together to identify practical solutions to longstanding challenges. This is not just about improving processes, it's about positively rebuilding trust and ensuring every citizen receives the high-quality service they truly deserve."

𝗞𝗘𝗬 𝗢𝗨𝗧𝗖𝗢𝗠𝗘𝗦 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗗
The roundtable was a resounding success, with participants eagerly identifying and addressing key areas for improvement, sharing innovative suggestions to enhance the services we deliver to the general public, such as:
•Enhance communication between government and statutory departments with the OCC
•Improve public access and faster response time to complaints, further building public trust and confidence.

𝗜𝗠𝗠𝗘𝗗𝗜𝗔𝗧𝗘 𝗡𝗘𝗫𝗧 𝗦𝗧𝗘𝗣𝗦
Each participating department will designate a liaison representative to coordinate ongoing collaboration. "The designation of department liaisons eliminates communication barriers and ensures we maintain the momentum generated by this initiative," added Hon. Gardiner. "Citizens can expect to see improvements in the coming months."

𝗖𝗢𝗠𝗠𝗜𝗧𝗠𝗘𝗡𝗧 𝗧𝗢 𝗔𝗖𝗖𝗢𝗨𝗡𝗧𝗔𝗕𝗜𝗟𝗜𝗧𝗬
The Office of the Complaints Commission is firmly committed to fostering ongoing inter-governmental cooperation and enthusiastically welcomes feedback from both government departments and the public as we work towards improvement.
This initiative strengthens the Complaints Commission's mandate to promote accountability and an effective, efficient public service across the Turks and Caicos Islands, with the goal of promoting good governance here in the Turks and Caicos Islands.

𝗠𝗘𝗗𝗜𝗔 𝗜𝗡𝗤𝗨𝗜𝗥𝗜𝗘𝗦: Samadia Lightbourne, Senior Investigative Officer
Office of the Complaints Commission
Tel: 649-338-3407
Email: [email protected]

01/09/2025

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗧𝗵𝗲 𝗢𝗳𝗳𝗶𝗰𝗲 𝗢𝗳 𝗧𝗵𝗲 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻 𝗣𝗮𝗿𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗲𝗱 𝗜𝗻 𝗧𝗵𝗲 𝗛.𝗝 𝗥𝗼𝗯𝗶𝗻𝘀𝗼𝗻 𝗛𝗶𝗴𝗵 𝗦𝗰𝗵𝗼𝗼𝗹 𝗖𝗮𝗿𝗲𝗲𝗿 𝗗𝗮𝘆 𝟮𝟬𝟮𝟱

The Office of the Complaints Commission (OCC) participated in the HJ Robinson High School Career Day on May 09, 2025, joining students, educators, and other agencies in a dynamic event designed to inspire and inform the next generation of leaders.

The OCC team engaged students in meaningful discussions about its role, emphasising its mandate to promote fairness, accountability, and transparency in public administration. Through interactive presentations, students learnt how the Commission supports individuals in resolving complaints against public bodies, protects rights, and strengthens good governance in the Turks and Caicos Islands.

To make the learning process both engaging and memorable, the OCC distributed informative pamphlets, played educational games, and held open Q&A sessions with students and teachers. These activities not only enhanced understanding but also encouraged active participation and curiosity among students about careers in law, governance, and public service.

The Commission’s participation in Career Day underscores its commitment to public education and youth empowerment. By bringing awareness of its work directly to the students, the OCC hopes to inspire them to recognise the importance of accountability within government and to consider future careers within the OCC and areas that strengthen democracy and good governance.

The Office of the Complaints Commission remains dedicated to building public awareness through outreach, particularly among young people, who are the future stewards of accountability and fairness in society.

Email: [email protected]
Phone: 1(649) 338-2927
Website: gov.tc/[email protected]

01/09/2025

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗧𝗖𝗜 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻 𝗦𝗲𝗻𝗶𝗼𝗿 𝗜𝗻𝘃𝗲𝘀𝘁𝗶𝗴𝗮𝘁𝗶𝘃𝗲 𝗢𝗳𝗳𝗶𝗰𝗲𝗿 𝗔𝘁𝘁𝗲𝗻𝗱𝘀 𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗢𝗺𝗯𝘂𝗱𝘀𝗺𝗮𝗻 𝗖𝗼𝗻𝗳𝗲𝗿𝗲𝗻𝗰𝗲 𝗶𝗻 𝗕𝗲𝗹𝗳𝗮𝘀𝘁

The Office of the Complaints Commission for the Turks & Caicos Islands proudly announces the successful participation of Senior Investigative Officer, Ms. Samadia Lightbourne, at the Ombudsman Association Conference, held June 9–11, 2025.

The annual conference, hosted in Belfast, brought together over 120 delegates from ombudsman offices across the UK, Ireland, and British Overseas Territories to exchange ideas and strengthen institutional practices in complaint resolution. Ms. Lightbourne joined representatives from the Cayman Islands and Bermuda, contributing to meaningful discussions on the challenges faced by smaller jurisdictions and the value of international collaboration.

Attending this conference deepened our understanding of best practices and innovative solutions for complaint handling and public sector investigations,” said Ms. Lightbourne. “We're excited to translate these insights into tangible improvements for our services in the Turks & Caicos Islands.

Conference highlights included sessions on:
•Early resolution strategies and stakeholder engagement
•Investigative quality assurance frameworks
•Digital transformation in ombudsman services
•Collaboration models for building public trust

As a result of the conference, the Office of the Complaints Commission will pursue:
•Strengthened ties with fellow Overseas Territories’ ombudsman offices
•The Office of the Complaints Commission will conduct internal training to implement the newly acquired techniques.
•Continued participation in international forums to remain on the cutting edge of public service excellence

The Office of the Complaints Commission reaffirms its commitment to ensuring accountability, transparency, and accessibility for all residents and stakeholders in the Turks & Caicos Islands.

Email: [email protected]
Phone: 1-649-338-2927
Website: gov.tc/[email protected]

25/02/2025

𝗝𝗢𝗕 𝗧𝗜𝗧𝗟𝗘: 𝗜𝗡𝗩𝗘𝗦𝗧𝗜𝗚𝗔𝗧𝗜𝗩𝗘 𝗢𝗙𝗙𝗜𝗖𝗘𝗥
Department: Office of the Complaints Commissioner
Ministry: Office of the Complaints Commissioner
Location: Providenciales

𝗝𝗢𝗕 𝗦𝗨𝗠𝗠𝗔𝗥𝗬
The Investigative Officer is responsible for receiving, investigating and resolving complaints
made against Government entities. He/She will also identify potential maladministration and refer complaints to other avenues where appropriate and seek early resolution where possible and make recommendations for improvements in administration

𝗞𝗘𝗬 𝗗𝗨𝗧𝗜𝗘𝗦 𝗔𝗡𝗗 𝗥𝗘𝗦𝗣𝗢𝗡𝗦𝗜𝗕𝗜𝗟𝗜𝗧𝗜𝗘𝗦
•Receive, investigate, report and resolve complaints with the procedure, parameters and time frame established by Commissioner.
•Assist in Investigations of the Commissioner’s Own Motion (OMI’s) which relate to Matters of special and wider public importance.
•Identify nature of the complaint, the Government entity that is the focus of the complaint and whether the complaint meets the established criteria for an investigation or any other
alternative case resolution process (mediation or the Internal Complaints Process-ICP-within each Government entity).
•Determine whether complaints pertain to a Government entity, and identify unique or Complex cases that require the Commissioner’s consideration.
•Negotiate, conciliate and facilitate communication and initiate problem-solving between Complainants and the Government entity with a view to achieving resolution or understanding.
•In accordance with established criteria, close complaint files where the complainants have yet to avail themselves of a statutory appeal or other remedy.
•Provide statistical reports as required by the Commissioner.
•Research and consult regulations or legislation to clarify the nature of the issue in Dispute and ascertain whether any discretion is available to decision-makers to identify potential cases for resolution.
•Prepare and deliver educational workshops to civil servants and the public regarding the Functions of the Office of the Complaints Commissioner if required.

𝗤𝗨𝗔𝗟𝗜𝗙𝗜𝗖𝗔𝗧𝗜𝗢𝗡𝗦 & 𝗘𝗫𝗣𝗘𝗥𝗜𝗘𝗡𝗖𝗘
•A Bachelor’s degree with concentration in Crime Investigation, Fraud or Corruption/Forensic Auditing or Accounting, Interviewing/Interrogation and Subject Investigation.
•At least Five (5) years experience in Crime Investigation, Fraud or Corruption/Forensic Auditing or Accounting, Interviewing/Interrogation and Subject Investigation.

𝗦𝗔𝗟𝗔𝗥𝗬
•$64,985 per annum plus allowances
•Transportation allowance $230.00
•Telephone allowance $150.00

𝗔𝗣𝗣𝗟𝗜𝗖𝗔𝗧𝗜𝗢𝗡 𝗗𝗘𝗔𝗗𝗟𝗜𝗡𝗘: March 24th, 2025

18/12/2024

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗦𝗲𝗻𝗶𝗼𝗿 𝗜𝗻𝘃𝗲𝘀𝘁𝗶𝗴𝗮𝘁𝗶𝘃𝗲 𝗢𝗳𝗳𝗶𝗰𝗲𝗿 𝗦𝗮𝗺𝗮𝗱𝗶𝗮 𝗟𝗶𝗴𝗵𝘁𝗯𝗼𝘂𝗿𝗻𝗲 𝗔𝘁𝘁𝗲𝗻𝗱𝘀 𝗖𝗿𝘂𝗰𝗶𝗮𝗹 𝗔𝘀𝘀𝗲𝗺𝗯𝗹𝘆 𝗮𝗻𝗱 𝗦𝗲𝗺𝗶𝗻𝗮𝗿 𝗼𝗻 𝗛𝘂𝗺𝗮𝗻 𝗥𝗶𝗴𝗵𝘁𝘀 𝗮𝗻𝗱 𝗜𝗻𝗲𝗾𝘂𝗶𝘁𝘆 𝗶𝗻 𝗟𝗮𝘁𝗶𝗻 𝗔𝗺𝗲𝗿𝗶𝗰𝗮 𝗮𝗻𝗱 𝘁𝗵𝗲 𝗖𝗮𝗿𝗶𝗯𝗯𝗲𝗮𝗻 𝗙𝗼𝘇 𝗱𝗼 𝗜𝗴𝘂𝗮𝗰̧𝘂, 𝗕𝗿𝗮𝘇𝗶𝗹 - 𝗗𝗲𝗰𝗲𝗺𝗯𝗲𝗿 𝟰-𝟲, 𝟮𝟬𝟮𝟰

Ms. Samadia Lightbourne, Senior Investigative Officer for the Office of the Complaints Commission in the Turks and Caicos Islands, participated in the annual Assembly and Seminar of the International Ombudsman League (IOL), held from December 4-6, 2024. The event, located at the confluence of Brazil, Argentina, and Paraguay, was graciously supported by Itaipú Binacional.

The assembly brought together ombudsman offices and public ombudsman institutions across Latin America and the Caribbean to address significant regional challenges. The event focused on critical issues such as structural inequities, technological advancements, climate change, migration, human rights, gender equality, public services, education, health, and disability.

Officer Lightbourne's presence at the seminar underscores the Turks and Caicos Islands' dedication to fostering regional dialogue and enhancing cooperation to uphold human rights and democracy. The event united diverse institutional models with a shared mission to innovate and effectively respond to evolving conflicts and challenges within the framework of the rule of law and representative democracy.

Additionally, Officer Lightbourne reiterated the overall seminar sentiments, emphasising the importance of preserving the autonomy and operational capacity of human rights institutions. "In an era of rampant misinformation, ideological labeling, and hate speech, our institutions must remain resilient and steadfast in protecting the rights of our citizens."

The seminar, hosted by Amelia Lopez, President of the Instituto Latinoamericano del Ombudsman/Defensorías del Pueblo (ILO) in Argentina, at the facilities of Itaipú Binacional, symbolises successful regional cooperation and serves as a platform for dialogue, cooperation mechanisms, and critical discussions. The program included:

1.Presentations and objectives
•The region is addressing structural inequities and emerging challenges.
•Promoting responses to complex issues such as poverty, new technologies, and climate change.
•Strengthening human rights-defending institutions to anticipate and manage future challenges.

2.Methodology
•The dialogue between different institutional models of Ombudsman Offices and Public Defenders is ongoing.
•Opening session and main conference.
•Thematic panels with presentations and active audience participation

3.Thematic Areas
Increase in Conflict, New Challenges, and Alternative Responses
•Diverse institutions with common goals.
•Addressing conflicts and violated rights.
•Anticipating new conflicts and challenges.

4.Human Rights Defending Institutions Under Threat
•Budgetary constraints and leadership appointment challenges.
•Ensuring autonomy and independence from political power.
•Discussing mechanisms for appointing heads and deputies.

5.International Cooperation
•The role of international organisations in supporting human rights institutions.
•The value of cooperation and dialogue among organisations like IOI, FIO, ILO, CAROA, and AOMA.

The IOL Assembly and Seminar will continue to feature conferences, discussion panels, and dialogues aimed at equipping human rights defenders with the skills and tools needed to address current and future challenges.

01/11/2024

30/10/2024

𝗣𝗥𝗘𝗦𝗦 𝗥𝗘𝗟𝗘𝗔𝗦𝗘
𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁𝘀 𝗖𝗼𝗺𝗺𝗶𝘀𝘀𝗶𝗼𝗻
𝗶𝗻 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗢𝗺𝗯𝘂𝗱𝘀𝗺𝗮𝗻 𝗜𝗻𝘀𝘁𝗶𝘁𝘂𝘁𝗲 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆 𝗢𝘂𝘁𝗿𝗲𝗮𝗰𝗵 𝗠𝗲𝗲𝘁𝗶𝗻𝗴𝘀

The Office of the Complaints Commission in collaboration with the International Ombudsman Institute is pleased to announce that it has embarked on a series of Community Outreach Meetings throughout the Islands commencing October 25th - December 10th.

This first -of- its- kind initiative will feature a number of public programs in all Islands, under the theme: “Know Your Rights." as follows:
•Salt Cay: October 25th, at the Salt Shed
•Providenciales:November 12th, at Smart Downtown
•North and Middle Caicos:November 13th, at My Dee’s Restaurant
•South Caicos: November 19th, at the Community Center, District
Commissioners Office
•Grand Turk: December 10th, at The Clock Tower, Pond Street

The objective of these outreach meetings is to provide you, the public, with an opportunity to engage one-on-one with the Complaints Commission, enhance your understanding of the Ombudsman profession, and explore the services available to you.

Please join us as we come together to share ideas, address concerns, and strengthen our community bonds. Your voice matters, and we want to hear from you!

Light refreshments and promotional materials will be provided.

Address

Tony Clarke Building-Waterloo Road
Grand Turk
TKCA1ZZ

Opening Hours

Monday	09:00 - 16:30
Tuesday	09:00 - 16:30
Wednesday	09:00 - 16:30
Thursday	09:00 - 16:30
Friday	09:00 - 16:30

Telephone

+16493382927

Website

https://www.gov.tc/complaints-commission

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