Best practice in administration and conduct A culture of continuous improvement Effective complaints handling mechanisms The fair treatment of people and improved decision making and public administration by and within State Agencies Ministry consultations Complaints are investigated and reviewed effectively and independently An effective and accountable PSU Complaint handling PSU oversight and monitoring Own motion investigations Effectiveness of working arrangements with Government Agencies to realize principles of good governance and administration Critical good governance issues are investigated and reported on effectively and efficiently Effective analysis of State Agency complain Management Systems Effective and efficient investigation and resolution of complaints Improved complaints handling within the Police As the conventional Ombudsman, his major function is to foster good administration. This function is implemented by the Good Governance (GG) team through the investigation of the administrative actions of public authorities to ensure that their actions are lawful, reasonable and fair. Our team works in an independent, impartial and objective way to resolve complaints and to address systemic problems in order to improve the quality and standard of Samoan public administration. We are currently a two man team – Director Good Governance, Principal Investigation Officer. We are excited though that there will be an addition to our team in the coming financial year - Senior Investigation Officer. We are responsible for most government ministries and public enterprises. Authorities vested with statutory law enforcement powers are accountable to the Special Investigations Unit (SIU). We can make investigations on:  receiving a complaint;  our own initiative (often called 'own motion');  referrals from the Prime Minister or a parliamentary committee. Office of the Ombusman/NHRI Samoa Annual Report 2019/20 11