Research handbook on the ombudsman / Edited by, Marc Hertogh and Richard Kirkham.

Dr. Nurkhalidah Dahlan/ Pensyarah Fakulti Undang-Undang/ nurkhalidahdahlan@ukm.edu.my/ OC/ Bookline Services

Includes bibliographical references and index. (514-536 pages)

Foreword / Peter Tyndall -- 1. The ombudsman and administrative justice: from promise to performance / Marc Hertogh and Richard Kirkham -- Part I: Fundamentals of the ombudsman -- 2. The history and evolution of the ombudsman model / Sabine Carl -- 3. Ombudsmen and public authorities: a modest proposal / Nick O'Brien -- 4. The private sector ombudsman / Christopher Hodges -- Part II: The evolution of the ombudsman -- 5. Ombudsmen:'hunting lions' or'swatting flies' / Carol Harlow -- 6. The politics of the ombudsman: the Hong Kong experience / Johannes Chan and Vivianne Wong -- 7. The ombudsman and the rule of law / Benny Tai -- 8. The European Ombudsman and the Court of Justice of the European Union: competition or symbiosis in promoting transparency? / Milan Remac -- 9. The rule of law in the European Union: standards of the ombudsman, judge, and auditor / Alex Brenninkmeijer and Emma van Gelder -- 10. Ombudspersons in developing countries: the case of Indonesia / Adriaan Bedner -- 11. The transposition of the ombudsman model to the human rights domain: its role as a policy entrepreneur / Carlos Alza Barco -- 12. Fifty years of the ombudsman in Africa / Victor Ayeni -- 13. Ombuds institutions: strengthening gender equality, women's access to justice and protection and promotion of women's rights / Linda C. Reif -- Part III: Evaluation of the ombudsman -- 14. The profile of complainants: how to overcome the'Matthew effect'? / Bernard Hubeau -- 15. How do complainants experience the ombuds procedure? detecting cultural patterns of disputing behavior: a comparative analysis of users that complain about financial services / Naomi Creutzfeldt and Ben Bradford -- 16. What do government agencies learn from the ombudsman? / Chris Gill -- 17. Ombudsmen in prisons: reviewing and reforming / Matthew Groves -- 18. The national ombudsman and proper police conduct / Yvonne van der Vlugt -- 19. The use of own-initiative powers by the ombudsman / Laura Diéz Bueso -- 20. Effectiveness and independence of the ombudsman's own motion investigations: a practitioner's perspective from the Netherlands / Maaike de Langen, Emily Govers and Reinier Van Zutphen -- Part IV: Ombudsman office and profession -- 21. Administering access to the public ombuds institution: A case study on the Austrian ombudsman board / Julia Dahlvik and Axel Pohn-Weidinger -- 22. Ombuds can, ombuds can't, ombuds should, ombuds shan't: a call to improve evaluation of the ombudsman institution / Anita Stumckhe -- 23. The Ombudsman in Australia: flourishing, expanding, diversifying, innovating / John McMillan -- 24. Ombudsman values: a guide to practice / Robert Behrens -- 25. The 21st century ombudsperson: a guarantor of democracy / Manuel Lezertua -- 26. What's in a name: a discussion paper on ombud terminology / Varda Bondy and Margaret Doyle -- Part V: Conclusion -- 27. An agenda for future ombudsman research: towards a general'ombuds-science' / Marc Hertogh and Richard Kirkham.