Sejauh manakah institusi ombudsman berjaya meningkatkan keberkesanan pentadbiran awam?

Vl`dl`bjb`

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Ikh|ms Ikh|mskb` kb` hlxk|j hlxk|jbb mg Stlml` Stlml` sloba sloba

btbj 2>66b` gbg}| obtb}b` wb`d mgt|o|mab` „slhbdbg vl`wgbsb} bm|b` btbk‗. Vldbtbg g`g mgb`ddbv slhbdbg ixb`d wb`d „mgba|g alkbkv|b` vlx|`mb`db` mb` g`}ldx g`}ldxg} g}gg wb`d wb`d hlxtgh hlxtghbtb‗ btb‗** mgjb`} mgjb`}ga ga ijln ijln vbxjgk vbxjgkl` l` |`}|a |`}|a hlxang hlxangmkb mkb}} sljbkb sb}| vl`ddbj lkvb} }bn|`'. Vbmb }bn|` 2742 Stlml` kl`dbmbab` vlobhb} vlobhb} ikh|mskb` ikh|mskb` |`}|a kljg`m|`dg alvl`}g`db` alvl`}g`db` vbxb vl`dd|`b. vl`dd|`b. Vbxjgkl` Vbxjgkl` Lxiv Lxivbn bn

v|jb v|jb

kl`db l`dbmb mbab ab` `

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ikh| ikh|ms mskb kb` `

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Slab Slabxb xb`d `d g`g g`g ikh| ikh|ms mskb kb` ` b}b| b}b| o|db o|db mgal` mgal`bj bjgg slhb slhbdbg dbg ikh| ikh|ms msvlx vlxsi si` ` mg Bklxgab* Bklxgab* hlx}g`mba hlx}g`mba kl`b`db`g vlxkbsbjbn vlxkbsbjbnb` b` wb`d kljghb}ab` kljghb}ab` sbjbn d|`b a|bsb vl`}bmhgxb` mg kb`b ikh|mskb` g`g hlx}g`mba slhbdbg ixb`d }l`dbn alvbmb m|b vgnba wb`d hlxsljgsgn |`}|a klxlmbab` vlxsl`dal}bb` mg b`}bxb alm|b hljbn hljbn vgnba }lxslh|}. }lxslh|}.

G`g kl`|`}|} kl`|`}|} ikh|mskb` ikh|mskb` |`}|a |`}|a klkv|`wbg klkv|`wbg

vlxghbmg wb`d mgvlxcbwbg mb` `l|}xbj }b`vb cl`mlx|`d alvbmb kb`b+kb`b vgn vgnba ba wb`d wb`d hlx}g hlx}g`m `mba ba klkh klkhb` b`}| }| aik|`g aik|`gab absg sg alm| alm|bb hljb hljbn n vgnb vgnba a |`}| |`}|a a klx|k|sab` vl`wljlsbgb` s|vbwb kbsbjbn wb`d sbkb }gmba }gkh|j jbdg vbmb kbsb bab` mb}b`d. mb}b`d. Alk|mgb``wb Alk|mgb``wb sgs}lk sgs}lk g`g mgci`}ing mgci`}ing mg Hxg}bg`* Hxg}bg`* Olxkb`* Olxkb`* @lt _lbjb`m mb` @ixtbw* b`}bxb jbg``wb. ]l}bvg mg Kbjbwsgb Kbjbwsgb alxbobb` }ljbn klk|}|sab` klk|}|sab` g`s}g}|sg g`s}g}|sg Ikh|mskb` Ikh|mskb` wb`d mgt|o|mab` hbdg kl`ml`dbx kl`ml`dbx mb` kl`wgbsb} sl}gbv bm|b` ixb`d xbkbg }lxkbs|a klkhbhg}ab` sbjbn d|`b a|bsb }gmba sls|bg mgjbasb`bab` mg Kbjbwsgb. 2

Slhl Slhlj| j|k k ag}b ag}b klkh klkhg` g`cb cb`d `dab` ab` bvbab bvbabn n xljl xljlub ub` ` sgs} sgs}lk lk Ikh| Ikh|ms mskb kb` ` g`g g`g mgob mgobjb jbàb àb` ` mg Kbjb Kbjbws wsgb gb** ag}b ag}b a|vbs a|vbs slmg slmgag ag}} bvba bvbabn bn slhl slhl`bx `bx`w `wbb vlxb vlxb`b `b` ` Ikh|ms Ikh|mskb` kb` mg `ldbxb `ldbxb+`l +`ldbx dbxbb jbg` jbg` an|s|s`w an|s|s`wbb mg Hbxb}. Hbxb}.

Vlxb`b Vlxb`b` ` vlobhb} vlobhb}

ikh|mskb` ikh|mskb` mg Stlml`? Stlml`? Ikh|mskb` Ikh|mskb` |`}|a ab`ba+ab`ba ab`ba+ab`ba wb`d kljgv|}g kljgv|}g nba+ nba mb` sldbjb alvl`}g`db` klxlab* ikh|mskb` |`}|a ixb`d+ixb`d cbcb} wb`d wb`d kl`d kl`dbt btbs bsgg sldb sldbjb jb nba mb` mb` alhbo alhboga gab` b` klxl klxlab ab mb` mb` sb}| sb}| jbdg jbdg |`}| |`}|a a kl`db}bsg mgsaxgkg`bsg b`}bxb ab|k mgoljbsab`.

Mg Eg`jb`m v|jb* ikh|mskb` mgjb`}ga ijln Vbxjgkl` mb` hlx}b`dd|`dobtbh klkbs}gab` klkbs}gab` hbnbtb slk|b vlobhb} mb` vldbtbg vldbtbg alxbobb` alxbobb` hlx}g`mba hlx}g`mba kl`|x|} kl`|x|} |`mb`d+|`mb`d. Gb hlxa|bsb klklxgasb sldbjb alk|mbnb` alxbobb`* }lxkbs|a sldbjb sldbjb mia|k mia|kl` l` mb` hijl hijln n klkg`} klkg`}bb vijgs vijgs kl`wgb kl`wgbsb} sb} ogab ogab vlxj vlxj|. |.

O|db O|db

mgbmbab` vlobhb} ikh|mskb` kl`dl`bg nba+nba sbkb hbdg ab|k jljbag mb` tb`g tb`g}b }b** nba ab`ba+ ab`ba+ab ab`ba `ba mb` nba nba diji diji`d `db` b` kgìx kgìxg} g}g. g.

Mg Gxlj Gxljb`m b`m v|jb

ikh| ikh|ms mskb kb` ` }lxj }lxjl} l}ba ba mg hbtbn hbtbn a|bs a|bsbb vxls vxlsgm gml` l` sl}l sl}ljb jbn n mgcb mgcbji jià àb` b` ijln ijln Vbxjgkl`. Vbxjgkl`. Gb hijln kl`lxgkb bm|b`bm|b` bm|b`bm|b` }lxnbmbv }lxnbmbv obhb}b`+obhb obhb}b`+obhb}b` }b` alxbobb`* alxbobb`* vlo vlobh bhb} b} alsg alsgnb nb}b }b` ` mb` mb` o|db o|db vlob vlobhb hb}} vis. vis. Kb`b Kb`babj abjbb mg Hxg} Hxg}bg bg` ` obtb} obtb}b` b` ikh|mskb` o|db }lxjl}ba mg Vbxjgkl`.

Vbmb }bn|` 2742 Stlml` kl`dbmbab` vlobhb} ikh|mskb` |`}|a kljg`m|`dg alvl`}g alvl`}g`db `db` ` vbxb vbxb vl`dd|`b vl`dd|`b.. Vbxjg Vbxjgkl` kl` Lxivbn Lxivbn v|jb v|jb kl`dbm kl`dbmbab` bab` vlobhb vlobhb}} ikh|mskb` hbdg kl`mlmbnab` vl`wljltl`db` mbjbk |x|sb` vlobhb}+vlobhb} alxb alxbob obb` b` Alsb Alsb}| }|b` b` Lxiv Lxivbn bn L|x L|xivl ivlb` b` \`gi \`gi`' `'.. Vbmb Vbmb h|jb h|jb` ` Klg Klg 8662 8662** Vlxn Vlxngk gkv| v|`b` `b`

Bd|`d Bd|`d

Hb`ds Hb`dsb+ b+Hb Hb`d `dsb sb

Hlxs Hlxsb} b}| |

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kl`db kl`dbj| j|+bj +bj|a |ab` b`

cbmb` cbmb`db db` ` sl}g sl}gb| b|sb sbnb nb bd|`d bd|`d |`}|a |`}|a kl`db kl`dbmb mbab ab` ` sgs} sgs}lk lk ikh| ikh|ms mskb kb` ` mg Slaxl}bxgb} Hb`dsb+Hb`dsb Hlxsb}|.

Kl`bxga vlxnb}gb` gbjbn cb}b}b` mbxgvbmb l`sgajivlmgb Tgagvlmgb kl`dl`bg sgs}lk sgs}lk ikh|ms ikh|mskb` kb` vbmb vbmb zbkb` zbkb` sgjbk. sgjbk. Jbj| Jbj| mgslh| mgslh|}} kl`dl`b kl`dl`bgg vljhbd vljhbdbg bg kbsb kbsbjb jbn n wb`d wb`d hlxh hlxhb` b`da dag} g} mbjb mbjbk k vlkl vlklxg xg`} `}bn bnb` b` lkvb lkvbwb wbxx Xik. Xik. Vgnb Vgnba a hlxal hlxal`bb` `bb` alk|mg alk|mgb` b` kl`dbk kl`dbkhgj hgj ga}ghb ga}ghbxx mbxgvb mbxgvbmb mb jb`dab jb`dabn n anbjge anbjgebn bn alm|b alm|b 8

Gsjbk* Sbwgmg`b \kbx 53=+5==' ml`db` ai`slv Rbmg bj+Rbmb} |`}|a `ldbxb+ `ldbxb Gsjbk wb`d alk|mgb` ‚klkvl`dbx|ng Xbob Cnbxjls ^GG mg Stlml` wb`d wb`d alkhbj alkhbjgg mbxg mbxg vlkh|b vlkh|b`db` `db` mg ]|xag ]|xag vbmb vbmb }bn|` }bn|` 2423* 2423* kl`dbmb kl`dbmbab` ab` vlobhb} ]lx}g`ddg Ikh|mskb`.‛

]l}bvg mg Kbjbwsgb bmbjbn klx|kg}ab` hbdg vlobhb} Vld|bk @ldbxb ogab kbn| klt|o|mab` sgs}lk ikh|mskb` mg Kbjbwsgb alxb`b vlxj| kl`dabog sgs}lk mg vlj vljhb hbdb dbgg `ldb `ldbxb xb.. Slvl Slvlx} x}gg mgsl mgslh| h|}} mg hlhlx hlhlxbv bvbb h|bn h|bn `ldbx `ldbxb* b* alv|} alv|}|s |sb` b`++ alv|} alv|}|s |sb` b` abhg abhg`l `l}} mb` mb` kbnab kbnabkb kbn n }gmb }gmba a }lx} }lx}ba baj| j|a a alvbm alvbmbb a|b} a|b} a|bs a|bsbb ikh|mskb`. Alxbobb` vlx`bn kl`d|k|kab` xb`cb`db` vl`|h|nb` slh|bn hbmb` hlhbs b}b| ikh|mskb` hbdg kl`b`db`g mb` kl`wgbsb} sldbjb }|m|nb` klkhbhg}ab` slk|b vlxangmkb}b` btbk }lxkbs|a kl`}lxg* }b`vb mgnbmab` alvbmb alvbmb Vijgs Vijgs Mgxbob Mgxbob Kbjbws Kbjbwsgb gb VMXK VMXK'' slkb}b slkb}b+kb +kb}b. }b. Gb mg|k|k mg|k|kab` ab` ijln ijln Kl`}lxg mg Obhb}b` Vlxmb`b Kl`}lxg* Mb}|a Slxg Kinbklm @bzxg Bhm|j Bzgz s|b} s|b}| | al}g al}gab ab mbn|j mbn|j|. |. Vl`| Vl`|h|n h|nb` b` hbmb` hbmb` hlhbs hlhbs g}| g}| wb`d wb`d mgab} mgab}ba bab` b` bab` bab` klkhijlnab` alxbobb` hlxsgabv bmgj }lxnbmbv xbawb} slmb`d mgabog s|vbwb sgs}lk sgs}lk vl`}bmhgxb` vl`}bmhgxb` alxbobb` alxbobb` jlhgn clabv. Kl`|x|} Kl`|x|} @bzxg jbdg* ‚Alt|o|mb` ‚Alt|o|mb` hbmb hbmb` ` hlhbs hlhbs g`g g`g aljba aljba bab` bab` kl`d kl`dgk gkhb hb`da `dab` b` jbvix jbvixb` b` vl`w vl`wgb gbsb sb}b }b` ` mb` mb` kl`dljba vijgs mg}|m|n }gmba }lj|s b}b| hlxb} slhljbn bvbhgjb kl`wgbsb} bm|b` klkhbhg}ab` b`ddi}b klxlab.‛ H|ab` g}| sbnbob* }ldbs @bzxg jbdg* ‚Hbmb` g`g bab` kl`wgb kl`wgbsb} sb} }|m|nb` }|m|nb` }lxnbm }lxnbmbv bv slk|b slk|b bdl`sg bdl`sg vl`d|b} vl`d|b} a|bsb a|bsb alxbob alxbobb` b` }lxkbs|a sla}ix btbk sbkb bmb vijgs* abs}bk* Obhb}b` Vl`db`da|}b` Objb`* Hbmb` Vl`cldbn Xbs|bn* Vlobhb} ]b`bn mb` Dbjgb` b}b| kl`}lxg slabjgv|`‛

Kl`}lx Kl`}lxgg mg Obhb}b` Obhb}b` Vlxmb`b Vlxmb`b Kl`}lxg Kl`}lxg ]b` Sxg Hlx`bxm Hlx`bxm Mikvia Mikvia** hlxab}b hlxab}b hbdbg hbdbgkb` kb`bv bv|` |` hlhl hlhlxbv xbvb b ai`sl ai`slv v jbg` jbg` hlxbs hlxbsbsa bsab` b` Ik Ikh|m h|mskb skb` ` slmb` slmb`d d mgvlxnbj|sg |`}|a mgsls|bgab` ml`db` sgs}lk vl`}bmhgxb` `ldbxb.

‚Ai`slv g}| bab` mgd|`b vbabg ijln Hgxi Vl`dbm|b` Btbk HVB' hbdg klòbmg klòbmgab` ab``wb `wb ixdb`gs ixdb`gsbsg bsg vl`d|x|s vl`d|x|sb` b` bm|b` bm|b` btbk btbk wb`d wb`d hlxalsb hlxalsb` ` mb`

3

mgvlxcbwbg*‛ ab}b`wb al}gab klòbtbh sibjb` Sngk Vbt Eb}} H@+]btb|' kl`dl`bg sbkb bmb alxbobb` klxb`cb`d klt|o|mab` Ikh|mskb`.

Klò Klòbtb btbh h sibjb sibjb` ` }bkh }bkhbnb bnb` ` mbxg mbxgvbm vbmb b Sngk Sngk wb`d wb`d kl kl`l `ldbs dbsab ab` ` `ldbxb `ldbxb klklxj|ab` g`s}g}|sg slvlx}g Ikh|mskb` wb`d klkv|`wbg slvbx|n a|bsb alnb alnbag agkb kb`* `*

Mikv Mikvia ia

hlxa hlxab} b}b* b*

alxb alxboobb` bb`

}gmba mba

kljjgnb} kl gnb}

gb

kbkv kbkv| |

kl`wljlsbgab` kbsbjbn klkhbhg}ab` alxbobb`.

(Ci`}in`wb mg G`mi`lsgb mb` Egjgvg`b wb`d kl`dbkbjab` Ikh|mskb`* gb }gmba klkhb`}| alxbobb``wb kl`wljlsbgab` kbsbjbn*( ab}b`wb.

Klòbtbh sibjb` }bkhbnb` Ti`d @ig Cnll H@+Ai}b Kljbab'* Mikvia kl`ldbsab` alhlxalsb`b` sgs}lk g}| mg Stlml` mgslhbhab` gb mgvxba}gaab` sloba 2>67 mb` sls|bg ml`db` slobxbn `ldbxb g}|.

(Mg `ldbxb ag}b* ag}b* vlxj|jbn vlxj|jbn ag}b sls|bgab` sls|bgab` sls|b}| sgs}lk sgs}lk g}| kl`dga|} slobxbn `ldbxb ag}b*( ab}b`wb. HLXG]B NBXGB@* 84 O\@ 8665

Slhbdbg Slhbdbg slixb`d slixb`d Gsjbk* Gsjbk* ag}b vlxj| kljgnb} kljgnb} mb` kl`wljlsbgab` kl`wljlsbgab` sl}gbv sl}gbv kbsbjbn kbsbjbn ml`db` ml`db` vl`wljl vl`wljlsbg sbgb` b` Gsjbk. Gsjbk. Mbjbk Mbjbk gs| g`g* g`g* vlxsib vlxsibjb` jb``wb `wb bmbjbn bmbjbn** bmbabn bmbabn ikh|mskb` mgvlxj|ab` ijln |kb} Gsjbk mg mbjbk kl`wljlsbgab` kbsbjbn wb`d klkhbhg}ab` vlòbtb} btbk mb` ixb`d xbkbg9 Bmbabn bdbkb Bjjbn g`g }gmba jl`dabv slng`ddb |kb} Gsjbk vlxj| kl`dbkhgj sgs}lk mbxg Hbxb} |`}|a kl`w kl`wlk lkv| v|x` x`ba bab` b``wb `wb99 Bmbab Bmbabn n Bjjb Bjjbn n kl`|x kl`|x|à |àb` b` bdbkb bdbkb g`g g`g }b`v }b`vbb bmb bmb klab`gskb klab`gskb |`}|a kl`db}|x kl`db}|x vlxsl`dal}bb vlxsl`dal}bb` ` wb`d }lxobmg mg b`}bxb b`}bxb kb`|sgb kb`|sgb slsbkb`wb9 Egxkb` Bjjbn s|hnb`bn| tb }b‗bjb.

‚Tbnbg ixb`d+ixb`d wb`d hlxgkb`* }bbgjbn Bjjbn mb` }bb}gjbn Xbs|j@wb' mb` |jgj bkxg mg abjb`db` abk|. Alk|mgb` slagxb`wb abk| hlxhb`}bn+hb`}bn vbmb

=

}l`}b`d sls|b}|* kbab alkhbjgab`jbn gb alvbmb Bjjbn mb` Xbs|j@wb' ogab abk| hl`bx+hl`bx hlxgkb` alvbmb Bjjbn mb` Nbxg Alk|mgb`...‛ ]KR B`+@gsb‗?<7

Bwb} mg b}bs klx|vbab` vl}|ò|a wb`d oljbs alvbmb ag}b hbnbtb Bjjbn }ljbn kl`|x|àb` bdbkb g`g bdbx kbkv| klòbtbh sldbjb vlxsl`dal}bb` wb`d }lxobmg mg mbjbk kbswbxbab}. Bwb} wb`d k|jgb g`g o|db klòbmg vlxg`db}b` wb`d oljbs alvbmb ag}b hbnbtb slagxb`wb bmb bvb+bvb vlxsl`dal}bb` wb`d }lxobmg }lxobmg mg b`}bxb xbawb} xbawb} mb` vlklxg`}bn vlklxg`}bn }lxkbs|a }lxkbs|a ixb`d hbtbnb``wb'* hbtbnb``wb'* kbab vl`l vl`lwl wljl jlsb sbgb gb``w ``wbb nbx| nbx|sj sjbn bn mgal mgalkh khbj bjga gab` b` alvbm alvbmbb Bjjb Bjjbn n mb` mb` Xbs| Xbs|j@ j@wb wb h|ab``wb mgalkhbjgab` alvbmb Hbxb}'. Bvbhgjb Bjjbn klklxg`}bnab` |`}|a ag}b alkhbjg alvbmb@wb mb` Xbs|j@wb* kbab ag}b slhbdbg |kb} Gsjbk wbag` hbnb hbnbtb tb vbs} vbs}gg bmb bmb objb objb` ` vl`wl vl`wljl jlsb sbgb gb` ` wb`d wb`d }ljb }ljbn n Bjjb Bjjbn n mb` mb` Xbs| Xbs|j@ j@wb wb }|ò |ò|aab |aab`. `.

G`db G`db}j }jbn bn

tbnb tbnbgg

ab|k ab|k

K|sj K|sjgk gkgg`*

hbnb hbnbtb tb

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kl`wlkv|x`bab` bdbkb g`g mb` |kb} Gsjbk }gmba klklxj|ab` bvb+bvb mbxg Hbxb} wb`d a|eebx |`}|a kl`wljlsbgab` sldbjb al}gmbabmgjb`.

Bvb wb`d wb`d oljbs oljbs tbnbg tbnbg sb|mbx sb|mbxba| ba| wb`d wb`d k|jgb* k|jgb* }b`dd|` }b`dd|`dob dobtbh tbh vlklxg vlklxg`}b `}bn n bmbjbn bmbjbn |`}|a |`}|a kl`lxb kl`lxbvab` vab` sgs}lk sgs}lk wb`d wb`d hlxbsb hlxbsbjj mbxg mbxg tbnw| tbnw| mb` h|ab``w h|ab``wbb sgs}lk wb`d hlxbsbj mbxg Hbxb}* }gmba agxb bvb `bkb`wb* sgs}lk ikh|mskb`* mlkiaxbsg* mlkiaxbsg* sla|jbxgsk sla|jbxgskl* l* abvg}bjgsk abvg}bjgskll mb` slhbdbg`wb slhbdbg`wb.. G`gjbn G`gjbn b`ln`wb b`ln`wb ml`db` vbxb vbxb vlklxg vlklxg`}b `}bn n ab|k ab|k K|sjg K|sjgkg` kg`** mlkg mlkg |`}|a |`}|a kl`lxb kl`lxbvab` vab` sgs}lk sgs}lk Hbxb}* Hbxb}* klxlab klxlab hlxs|` hlxs|`dd|n dd|n+s| +s|`dd| `dd|n n hlx|sb hlx|sbnb nb kljba| kljba|ab` ab` abogb` abogb`** kl`dnbh kl`dnbhgsa gsab` b` kbsb* kbsb* |sbnb* |sbnb* tb`d tb`d mb` slhbdb slhbdbg`w g`wbb mlkg mlkg klxlbj klxlbjgsb gsbsga sgab` b` sgs}lk sgs}lk }lxslh }lxslh|}. |}. Kbjb`d` Kbjb`d`wb wb vlxabx vlxabxbb wb`d wb`d sbkb sbkb }gmba }gmba mgjba|a mgjba|ab` b` mlkg mlkg |`}|a |`}|a kl`lxb kl`lxbvab vab` ` n|a|k wb`d mb}b`d mbxg Vl`cgv}b mgxg`wb* tbjnbj g`gjbn sb}|+sb}|`wb n|a|k wb`d bab` kl`mb}b`dab` albmgjb` wb`d nbagag* wb`d mb}b`d mbxg _b} wb`d Kbnb Bmgj. G`gjbn G`gjbn sb}|+sb}|` sb}|+sb}|`wb wb sgs}lk sgs}lk wb`d* bvbhgjb mg}lxbvab``wb mg}lxbvab``wb mg m|`gb* bab` kl`wljbkb}ab``wb mbxg bzbh Bjjbn mg bangxb}.

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Sgs}lk vlklxg`}bnb` Gsjbk }ljbn mb}b`d ml`db` s}x|a}|x vl`dbmgjb` wb`d slkv|x`b wb`d kbkv| kl`wljlsbgab` vlxsl`dal}bb` wb`d }lxobmg mg mbjbk kbswbxbab}. Sloba 23 bhbm wb`d jbj| |kb} Gsjbk }ljbn kl`wljlsbgab` kbsbjbn b}b| b}b| vlxs vlxslj ljgs gsgn gnb` b` wb`d wb`d hlxjb hlxjba| a| mg mbjb mbjbk k Mb|j Mb|jbn bn Gsjb Gsjbk k ml`db ml`db` ` sgs} sgs}lk lk vl`drbmngb` g`g }b`vb klkh|b`d kbsb mb` }l`bdb }lxolhba mg mbjbk vijlkga hlxvbòb`db`. Slobxbn }ljbn klkh|a}gab` alvbmb ag}b hbnbtb sgs}lk g`gjbn wb`d }ljbn klkhbtb albmgjb` slobdb} alvbmb nbkvgx 8)3 m|`gb mb` |kb} kb`|sgb }ljbn kl`gakb}g`wb sljbkb jlhgn a|xb`d 2366 }bn|`.

Rbmng)Nbagk)Kbnabkbn mg mbjbk Gsjbk }lxmgxg mbxg }gdb ol`gs gbg}|* vlx}bkb* Rbmng An|s|kb} wb`d kl`wljlsbgab` als+als |k|k kljghb}ab` k|bkbjb} mb` |r|hb}. |r|hb}. Alm|b* Alm|b* Rbmng Rbmng K|n}bs K|n}bsgh) gh)Ngs Ngshbn hbn wb`d wb`d kl`wlj kl`wljlsb lsbgab gab` ` als+al als+alss wb`d kl`db`cbk nba obkbbn. Al}gdb* Rbmng Kbznbjgk wb`d kl`wljlsbgab` als+als als+als wb`d kljghb}ab` vlxsl`dal}b` vlxsl`dal}b` b`}bxb b`}bxb xbawb} xbawb} mb` `ldbxb)vlkl `ldbxb)vlklxg`}bn xg`}bn.. Bvb Bvb wb`d wb`d vbs} vbs}g* g* mg mbjb mbjbk k Gsjb Gsjbk k }gmb }gmba a vlx` vlx`bn bn t|o| t|o|m m kbna kbnabk bkbn bn sgug sgugjj slhbdbgkb`b wb`d bmb vbmb nbxg g`g mg `ldbxb+`ldbxb |kb} Gsjbk }lxkbs|ajbn `ldbxb ag}b. Slobxbn vlx|`mb`db` Kbjbwsgb kl`clxg}bab` ml`db` oljbs alvbmb ag}b hbnbtb sgs}lk kbnabkbn wb`d bmb slabxb`d mg Kbjbwsgb bmbjbn nbsgj mbxg cgv}bb` Hxg}gsn wb`d }ljbn ‗mgvbasbab`‗ al b}bs ag}b slklòba klxlab mb}b`d klòbobn ag}b vbmb btbj }bn|` 2>66. Bvbabn sl}ljbn klxlab vlxdg ag}b kbsgn mbjbk albmbb` ‗}lxvbasb‗ kl`lxbvab` sgs}lk g`g b}b| ag}b }ljbn ‗xlmnb‗ alvbmb`wb9 @b‗|z|hgjjbn.

Kl`|x|} l`sgajivlmgb Tgagvlmgb* vl`wljlsbgb` vlx}gabgb` b`}bxb ixb`d xbkbg mb` vlklxg`}bn }ljbn hlxjba| mg zbkb` Sbgmg`b \kbx gbg}| anbjgebn alm|b |kb} |kb} Gsjbk Gsjbk vbmb }bn|` }bn|` 53=+5 53=+5==K ==K'' ml`db` ml`db` klt|o| klt|o|mab` mab` rbmng rbmng r|mnb} r|mnb}.. ]ljbmb` alhlxalsb`b` sgs}lk Angjbebn Gsjbk }ljbn klkhlxg vl`dbx|n wb`d a|b} alvbmb alvbmb Hbxb} Hbxb} slng`d slng`ddb db xbob xbob Cnbxjl Cnbxjlss ^GG }ljbn }ljbn kl`|h| kl`|h|nab` nab` Vlobhb Vlobhb}} Ikh| Ikh|ms mskb kb` ` ]lx} ]lx}g` g`dd ddgg mg Stlml Stlml` ` vbmb vbmb }bn|` }bn|` 2423 2423 sl}l sl}ljb jbn n v|jb v|jb`d `d mbxg mbxg vlkh|b`db` mg ]|xag.

5

Slhl`b Slhl`bx`w x`wbb obtb}b obtb}b` ` rbmng rbmng r|mnb} r|mnb} Al}|b Al}|b Rbmng' Rbmng' hlj|k hlj|k t|o|m t|o|m jbdg jbdg vbmb tba}| tba}| }lxslh }lxslh|}. |}. Wb`d bmb nb`wbjb nb`wbjbn n g`s}g g`s}g}|s }|sgg kbznbj kbznbjgk gk wb`d wb`d kl`b`db kl`b`db`g `g vlxsl`dal}bb` b`}bxb ixb`d xbkbg mb` vlklxg`}bn. Tbjb|v|` mlkgagb`* bvb wb`d oljbs mg sg`g bmbjbn* baghb} mbxg t|o|m`wb sgs}lk vlklxg`}bnb` Gsjbk* hb`wba mbxg alobwbb` sgs}lk wb`d bmgj g`g }ljbn klkvl`dbx|ng Hbxb} mb` xl`}l} xl`}l}b` b` mbxg mbxg g}|* g}|* klxlab klxlab }ljbn }ljbn klt|o| klt|o|mab` mab` sgs}lk sgs}lk ikh|ms ikh|mskb` kb` mg Hbxb}. Hbxb}. Wb`d vbs}g sgs}lk }lxslh|} mgt|o|mab` sl}ljbn klxlab kljgnb} alhlxalsb`b` vlxjbasb`bb` sgs}lk Gsjbk. G`gjbn wb`d b`ln`wb ml`db` |kb} Gsjbk* klxlab g`dg g`dg` ` kl`l kl`lxb xbva vab` b` sgs} sgs}lk lk ikh| ikh|ms mskb kb` ` g`g g`g sl}l sl}ljb jbn n kljg kljgnb} nb} Hbxb Hbxb}} wb`d wb`d kl`lxbvab``wb. Sldbjb sls|b}| wb`d hlxbsbj mbxg Hbxb} mgjgnb} mb` mg`gjbg slhbdbg ‗vlxkb}b‗ ijln |kb} Gsjbk. Egagxab`jbn tbnbg |kb} @bhg wb`d k|jgb* sbkvbg sbkvbg hgjbab hgjbabn n ag}b ag}b bab` bab` kl`ci` kl`ci`}in }ingg Hbxb} Hbxb} ml`db` ml`db` sgs}lk sgs}lk wb`d wb`d klxlab klxlab vba vbabg bg99 Mbxg Mbxg mbn| mbn|j| j| slng slng`d `ddb db slab slabxb xb`d `d ag}b ag}b }gmb }gmba a vlx` vlx`bn bn nl`} nl`}g+ g+nl nl`} `}gg kl`dbkhgj bvb wb`d hlxbsbj mbxg klxlab. Bmbabn ag}b vbmb abjg g`g slabjg jbdg bab` kl`ci` kl`ci`}in }ingg Hbxb} Hbxb} ml`db` ml`db` ikh|ms ikh|mskb` kb` b}b| b}b| kl`ci`} kl`ci`}ing ing Xbs|j| Xbs|j|jjb jjbn n ml`db` g`s}g}|sg kbznbjgk wb`d }ljbn hbdg`mb }|ò|aab`9

Vbmb 8= @iulkhlx 866< jbj| Kbjbwsgb }ljbn mgalo|}ab` ml`db` vl`wlhbxb` gklo tb`g}b hidlj mbjbk }bnb`b` vijgs vbmb }bn|` 866=. Gs| wb`d mgmlmbnab` ijln ]lxlsb Aia S|n Sgk MBV+Slv|}ln' kl`wlhbhab` hb`wba vlxhg`cb`db` }ljbn mg|}bxbab` mg vlxg`dab} b}bsb` slng`ddb al almbg+almbg aivg. B`}bxb vl`wljlsbgb` wb`d nb`db} mgvlxab}bab` bmbjbn xb`cb`db` |`}|a klt|o|mab` S|x|nb` S|x|nbòbw obwbb Hlhbs Hlhbs Bm|b` Bm|b` mb` Sbjbn Sbjbn Jba| Jba| Vijgs Vijgs GVCK GVCKC'. C'. Vlxabx Vlxabxbb g`g kl`mbvb} }l`}b`db` hb`wba vgnba }lxkbs|a Bnjg Vbxjgkl` Vbxjgkl` sl`mgxg. Kl`|x|} klxlab vl`|h|nb` s|x|nbòbwb g}| nb`wb bab` klòbmgab` vbs|ab` vijgs fjlkh|}$ mb` Hbmb` Vl`cldbn Xbs|bn HVX' fkb`m|j$. fkb`m|j$. Gkvjgabsg vl`|h|nb` s|x|nbòbwb g`g sb`db} hlxb} alxb`b ogab mg}lx|sab`* gb bab` kl`db`ba }gxgab` vijgs alxb`b xlbjg}g`wb* sbjbn jba| h|ab` nb`wb }lxobmg mg mbjbk vbs|ab` vijgs }l}bvg kbjbn gb o|db hlxjba| mg hb`wba g`s}g}|sg alxbobb` wb`d jbg`. Slagxb`wb sl}gbv sbjbnjba| mg sl}gbv g`s}g}|sg mgbkhgj agxb* `ldbxb bab` mghbògxg ml`db`

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vl`mlab}b` wb`d }lxb`cb`d mb` hlxslvbm| al bxbn vl`wljgbb` vl`}bmhgxb` wb`d hbga. Mbjbk nbj g`g* ol`}lxb ol`}lxb al|}|nb` vl`d|x|sb` }ljbn mgvlxj|bsab` mgvlxj|bsab` al slk|b vlxg`dab} vl`}bmhgxb` |`}|a kl`wbj|x mb` kljbasb`bab` alv|}|sb` OAAKAVA. Vbmb kbsb wb`d sbkb* obtb}bà|bsb mg vlxg`dab} bdl`sg }ljbn mgvlx}b`dd|` mgvlx}b`dd|`dobtbha dobtbhab` b` |`}|a klkb`}b| mb` kl`mbvb}ab` kl`mbvb}ab` kbaj|k kbaj|k hbjbs kl`dl`bg vljhbdbg gs| hlxn|h|`d ml`db` al|}|nb` vl`d|x|sb`. Mg sbkvg`d g}|* }gdb vbs|ab` vl}|dbs vlx|`mg`d al|}|nb` vl`d|x|sb` }ljbn mg}|h|nab` |`}|a klkhlxg }|kv|b` }|kv|b` an|s|s`wb an|s|s`wb alvbmb mbsbx* |`mb`d|`mb`d* |`mb`d|`mb`d* vlxb}|xb`* sgs} sgs}lk lk mb` mb` vxis vxislm| lm|x1 x1 `gjb `gjbgg mb` l}ga l}gab1 b1 slx} slx}bb abtb abtbjb jb` ` mbjb mbjbkb kb`* `* }g`m }g`mba bab` b` vlkhl}|jb` mb` n|a|kb`. Ai`slv al}lj|sb` mbjbk sls|b}| vl`}bmhgxb` alxbobb` hlxk|jb mbxg b}bs al hbtbn bmbjbn bkb} vl`}g`d hbdg klòbkg` }bnbv xbs|bn wb`d hlxbmb vbmb abmbx wb`d c|a|v kg`gkb. G`g alxb`b xbs|bn bkb} hlxhbnbwb slng`ddb kbkv| klk|s`bnab` almb|jb}b` slslh|bn `ldbxb klxmlab g}|. Slagxb`wb mgvlxnb}gab`* mbjbk slslh|bn `ldbxb Gsjbk b}b|v|` `ldbxb wb`d slmb`d kl`|o| al bxbn g}|* alvgkvg`b` kljbj|g }ljbmb` klòbmg sb}| bkbjb` tbogh wb`d h|ab` h|ab` hlxsge hlxsgeb} b} xl}ixg xl}ixga a slvlx} slvlx}gk gkb`b b`b Vlxmb`b Vlxmb`b Kl`}lxg Kl`}lxg al}gab al}gab k|jb k|jb klkldb` klkldb`d d obtb}b` g}| mg btbj }bn|` 27>2 mlkg slabmbx kl`|ò|aab``wb slhbdbg slixb`d wb`d }lj|s. Ikh|mskb` wb`d hlxsgeb} hlhbs bab` mg}|h|nab` mg mbjbk slslh|bn `ldbxb Gsjbk mg hbtbn hbtbn vlx}b` vlx}b`dd|` dd|`dob dobtbh tbhb` b` Mltb` Mltb` \`mb`db \`mb`db` ` @ldlxg @ldlxg mb` Vbxjgk Vbxjgkl` l` hbdg kl`w kl`wgb gbsb sb}} sldbj sldbjbb jbvix jbvixb` b` vl`wl vl`wljl jltl tl`d `db` b` mb` mb` vl`w vl`wbj bjbn bnd|` d|`bb bb` ` a|bsb a|bsb vbxb vbxb vlòbtb} btbk }lxkbs|ajbn vlxmb`b kl`}lxg slabjg. Vlxb`b` mb` a|bsb Hbmb` Vl`cldbn Xbs|bn HVX' }l`}|`wb bab` mgvlxj|bsab` ml`db` }gmba jbdg kljl}baab``wb nb`wb slhbdbg sb}| hbmb` mg hbtbn Obhb}b` Vlxmb`b Vlxmb`b Kl`}lxg. Kl`}lxg. HVX kbkv| mgvlx}b`dd| mgvlx}b`dd|`dobtbh `dobtbhab``wb ab``wb mg hbtbn Vbxjgkl` Vbxjgkl` mlkg klkhlhbsab``wb mbxg db`dd|b` lasla|}ge.

26

Vl`|}|v

Sl}lx|s`wb* a|bsb`wb wb`d slabmbx kl`wgbsb} g}| vlxj|jbn mgabog bdbx gb mbvb} sbkb kl`mbatb sg vlxbs|bn wb`d mghlxabs. Slagxb`wb gb`wb mbvb} mgjbasb`bab`* kbab kbab ag}b ag}b kbkv| kbkv| |`}|a |`}|a kl`b`db kl`b`db`g `g kbsbjb kbsbjbn n xbs|bn xbs|bn ml`db` ml`db` kl`b`da kl`b`dabv bv mb` kl`mbatb vlxbs|bn olx|`d hlsbx. Xlbjg}g slabxb`d g`g mg kb`b }bnbv hlxsgn xbs|bn wb`d slvb}|}`wb mgcbvbg ijln `ldbxb |kb} Gsjbk slhbjga`wb mgvldb`d xlaim`wb ijln `ldbxb+`ldbxb h|ab` Gsjbk slvlx} slvlx}gg Sg`dbv Sg`dbv|xb |xb mb` Olv|`. Olv|`. @ldbxb @ldbxb Gsjbk Gsjbk wb`d wb`d hlxsge hlxsgeb} b} hlhbs hlhbs xbs|bn xbs|bn bab` bab` klkhlxg x|b`d alhlhbsb` slc|a|v`wb }b`vb db`dd|b` hbmb` lasla|}ge alvbmb vgnba+vgnba wb`d }lxhbhg} mlkg klkhlxsgnab``wb mbxg dlobjb xbs|bn. Sgs}lk vl`d|x|sb` vl`dl`mbjgb` bm|b` btbk nbx|sjbn }lx|s mgvlxa|a|nab` |`}|a |`}|a kl`g`d kl`g`dab} ab}ab` ab` a|bjg} a|bjg}gg vlxang vlxangmkb mkb}b` }b` mb` }bnbv }bnbv }g`mba }g`mba hbjbs hbjbs sla}ix sla}ix btbk. Obtb}bà|bs Obtb}bà|bsbb ]l}bv Vl`dbm|b` Btbk }ljbn }ljbn kl`dabog kbsbjbn kbsbjbn wb`d }gkh|j }gkh|j mbxgvb mbxgvbmb mb bm|b` bm|b` btbk btbk mb` klkh|b} klkh|b} cbmb`db cbmb`db` ` |`}|a |`}|a klkvlx klkvlxhbg hbgag ag aljlkbnb` mb` kl`db}bsg nbjb`db` vl`}bmhgxb` wb`d hlxal`bb`. S}xb}ldga |}bkb mbjbk }lkvin Xb`cb`db` gbjbn kl`dbmbab` v|hjgsg}g alvbmb ixb`d xbkbg kl`dl`bg vlxb`b`* e|`dsg mb` vlxangmkb}b` wb`d mgslmgbab` ijln Hgxi Vl`dbm|b` Btbk. G`g }ljbn mgjbasb`bab` kljbj|g alxobsbkb ml`db` klmgb slhbxb` bk slvlx}g Xbmgi ]ljlugswl` Kbjbwsgb X]K'.

Sljb Sljbg` g` mbxg mbxgvb vbmb mb g}|* g}|* vxidx vxidxbk bk ab|`} ab|`}lx lx hlxd hlxdlx lxba ba vl`d vl`dbm| bm|b` b` btbk btbk }lx| }lx|ss kl`mbv kl`mbvb} b} sbkh|} sbkh|}b` b` wb`d wb`d kl`ddb kl`ddbjba jbaab` ab` mbxgvb mbxgvbmb mb ixb`d ixb`d xbkbg xbkbg mb` }ljbn }ljbn klkhlxg sbj|xb` wb`d clvb} mb` hlxalsb` |`}|a klkh|b} bm|b`. Sljbxbs ml`db ml`db` ` vl`dd vl`dd|` |`bb bb` ` GC] GC] wb`d wb`d klj| klj|bs bs mbjb mbjbk k sla} sla}ix ix btbk* btbk* Hgxi Hgxi }ljb }ljbn n klkvlx klkvlxal`b al`bjab jab` ` sgs}l sgs}lk k vl`d|x| vl`d|x|sb` sb` vl`dbm| vl`dbm|b` b` btbk hlxaik hlxaikv|} v|}lx lx vbmb vbmb }bn|` 8666. Sgs}lk Sgs}lk xb`dabgb` xb`dabgb` hlxaikv|}lx g`g klkhijlnab` ixb`d xbkbg klkh klkh|b} |b} bm|b bm|b` ` kljb kljbj| j|gg jbkb jbkb` ` tlh Hgxi Hgxi slx} slx}bb klkb klkb`} `}b| b| s}b} s}b}|s |s bm|b bm|b` ` klxl klxlab ab.. Hgxi Hgxi o|db o|db }ljb }ljbn n hlx| hlx|sb sbnb nb |`}| |`}|a a kl`g kl`g`d `dab ab}a }ab` b` vxls vxls}b }bsg sg mb` mb` al|vbwbb``wb al|vbwbb``wb ml`db` kl`dga|}g kl`dga|}g vlxalkhb`db` vlxalkhb`db` kl`dl`bg kl`dl`bg bkbjb` bkbjb` }lxhbga }lxhbga 22

kl`b`db`g bm|b` kljbj|g n|h|`db` wb`d mgt|o|mab` ml`db` ikh|mskb` mg `ldbxb `ldbxb jbg` jbg` slx}b slx}b kl`wlx kl`wlx}bg }bg vlxsgm vlxsgmb`db b`db` ` ikh|ms ikh|mskb` kb` mg vlxg`d vlxg`dab} ab} Bsgb+ Bsgb+ Vbsgega.

Tbjb|hbdbgkb`bv|` alxbobb` o|db hijln kl`|h|nab` sb}| s|x|nbòbwb wb`d nb`wb kl`dl`bj vbs}g b}b| kl`dlsbnab` bvb vlxabxb wb`d ag}b s|mbn v|` }bn| sljbkb g`g alxb` bvb wb`d ag}b vlxj| jba|ba` gbjbn kl`dbmbab` sb}| s}x|a}|x s|s|` b}|x wb`d kb`b sb}| s|s|` jbvgs wb`d ag}b hijln kbs|aab` sgs}lk ikh|mskb` mbjbk `ldbxb ag}b.

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Sejauh manakah institusi ombudsman berjaya meningkatkan keberkesanan pentadbiran awam?

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