Our team is guided by the principles of good governance: Integrity We act lawfully, honestly, ethically and are committed to producing high-quality work in a consistent manner. Impartiality We operate independently from government and act in a non-partisan manner, providing services informed by evidence to advocate for the public interest. Fairness We strive to ensure people are treated fairly and reasonably by the government agencies with which they interact. We treat complainants and the employees of the agencies whose conduct we investigate fairly. Transparency We document our operations and processes and communicate openly with our stakeholders and provide key information about the findings, recommendations and outcomes of our work. Professionalism We work with government agencies through relationships based on professionalism, trust and respect to find proactive and positive resolutions in the interest of the people of Samoa. We interact with the public and external stakeholders to understand their diverse contexts and emerging needs. Respect We work with complainants, stakeholders and our colleagues in an inclusive manner, treating them with dignity and respect. Our purpose is to safeguard the interests of the people of Samoa by improving the quality of and level of accountability, integrity and fairness of government agencies delivering public and community services. The Ombudsman may refuse to investigate a complaint if there is an adequate alternative remedy or right of review available, or having regard to all circumstances of the case, he considers any further investigation unnecessary. The Ombudsman may also decide not to investigate a complaint on any matter of which there has been complainant knowledge of more than twelve months. The Ombudsman ordinarily may conclude and recommend:  that a matter be referred to the appropriate authority for further consideration;  that an omission be rectified;  that a decision be cancelled or varied;  that any practice on which a decision, recommendation, act, or omission was based be altered;  that any law on which a decision, recommendation, act, or omission was based be reconsidered;  that reasons be given for a decision; and Office of the Ombusman/NHRI Samoa Annual Report 2019/20 12