How does the complaint process progress?
The progress of the complaint from submitting a complaint to issuing a decision.
Contact the relevant authority
Before filing a complaint, it is often advisable to first directly contact the authority that you consider to have acted unlawfully. This way, you may be able to resolve the matter without a complaint.Check that you can file a complaint with the Chancellor of Justice
You cannot file a complaint with the Chancellor of Justice on all matters. Read more on the “Do you wish to file a complaint?” page.Read the instructions for filing a complaint and make a complaint in writing
Complaints are made in writing. You can send the complaint by post or email.The registry receives the complaint
The registry of the Office of the Chancellor of Justice receives the complaint and sends the complainant a confirmation on the receipt of a complaint sent electronically.Assessment of processing of the complaint
The Chancellor of Justice will assess whether there is reason to investigate the complaint. The Chancellor of Justice will process the complaint if, based on the complaint, he suspects that a body or person under his area of responsibility has acted unlawfully or if he for some other reason considers it necessary to process the complaint.Investigating and preparing a complaint matter
The complaint is investigated as deemed necessary by the Chancellor of Justice. The Chancellor of Justice is entitled to receive any necessary information from authorities and other public bodies for the purpose of ensuring the legality of their actions.Issuing a decision
The decision on the complaint is made by either the Chancellor of Justice or the Deputy Chancellor of Justice or (the substitute for the Deputy Chancellor of Justice). The decision includes information about how the decision was reached and the consequences of the complaint.Consequences
One of the most common consequences of a complaint is that, in the decision, the Chancellor of Justice provides the subject of the complaint with information on procedure in accordance with the law or good governance. The Chancellor of Justice cannot change or revoke a decision by an authority or order the authority to reopen a case.Delivery of the decision
The decision is delivered to the complainant and, if necessary, to the subject of the complaint.Publishing the decision
Decisions that lead to supervision measures by the Chancellor of Justice are published on the website of the Chancellor of Justice. The decisions are edited for publishing so that the complainant and, if necessary, the subject of the complaint can no longer be identified from the decision.Please note that complaints are, as a rule, public documents, unless they contain information kept secret under valid legislation.
Read the instructions on complaints on the “How to file a complaint?” page.
The Chancellor of Justice will not deal with the complaint if:
- the complaint concerns a matter that is more than two years old unless there is special reason for the processing
- the matter is pending with the competent authority
- the decision on the matter can be appealed by regular (normal) appeal procedures
- the complaint does not fall within the area of responsibility of the Chancellor of Justice.
An attempt is made to inform the complainant without delay if the complaint will not be processed by the Office of the Chancellor of Justice.
The Chancellor of Justice may transfer the handling of a complaint to a competent authority, if there are grounds for such an action. In such cases, the complainant will be notified about the transfer. However, the Chancellor of Justice will not forward the complaint and related documents to other authorities based on the complainant’s request.
A referendary at the office prepares the complaint matter. Before deciding on the matter, the subject of the complaint will be given an opportunity to express their views on the matter if there may be grounds for criticising their conduct or procedure. The duration of the processing of complaints depends on the nature of the matter. The aim is that the processing time will not exceed one year.
As a consequence of the complaint, the Chancellor of Justice may:
- order the implementation of a pre-trial investigation
- in case of a serious unlawful conduct, prosecute the parties concerned
- issue a reprimand to the subject of the complaint
- present his views on the requirements of law or good governance or aspects that promote the realisation of fundamental and human rights
- provide the subject of the complaint with information on procedures in accordance with the law and good governance
- recommend that the subject of the complaint compensate for the damage caused or, in exceptional cases, also apply for the dismissal of a final decision or judgment
- make a proposal for changing inadequate or conflicting regulation.