Awujabuli yini ngenkonzo oyitholayo esibhedlela? Ake sithole ukuthi ungubani lo "Mmeli Wezikhalazo"!

Cabanga ukuthi wena noma othile omaziyo usesibhedlela... Wenzani uma unenkinga noma ungajabuli ngokunakekelwa okutholayo noma indlela abasebenzi abakuphatha ngayo? Ngezinye izikhathi awazi ukuthi uzotshela bani noma ukuthi wenzeni, akunjalo? Ngezikhathi ezinjengalezi, "uMmeli Wezikhalazo" ungumuntu ozokusiza futhi alalele izwi lakho. Namuhla, ake sixoxe ngalo muntu obaluleke kakhulu.

Ubani "uMmeli Wezikhalazo"? Lisho ukuthini leli gama?

Okokuqala, igama elithi "Ombudsman" empeleni livela olimini lwesiSwidi. Lisho nje 'ummeleli' noma 'umuntu oma phambi kwabanye'. Cabanga nje, kudala, cishe ngawo-1800, eSweden, kwaqokwa umuntu okhethekile ukuphenya nokungenelela ezikhalweni zabantu ngokumelene nezikhulu zikahulumeni eziphezulu. Yingakho igama elithi "Ombudsman" laqala ukusetshenziswa kuye.

Kodwa manje, incazelo yegama elithi "Ombudsman" kanye nesikhundla sekwande kakhulu. Manje, akusikho nje kuphela ngezikhulu zikahulumeni, kodwa izikhungo eziningi njengezibhedlela, amabhizinisi amakhulu, amabhange, namanyuvesi zisebenzisa "Ombudsman" ukuphenya nokungenelela ezikhalweni, ezinkingeni, nasekungalungini okuvela kumakhasimende abo noma kubasebenzi. Kungakhathaliseki ukuthi bakuphi, laba bantu abakwenzayo ukuphenya ngokuzimela izikhalazo nokuzama ukuxazulula inkinga.

Kwezinye izindawo, laba bantu babizwa ngokuthi "ama-Ombuds" noma "ama-Ombudsperson". Kodwa kungakhathaliseki ukuthi igama liyini, izinsizakalo abazinikezayo ziyafana kakhulu.

Ngakho-ke, yini ngempela eyenziwa yi-"Ombudsman" yesibhedlela?

Kalula nje, "uMmeli Wezikhalazo" walesi sibhedlela ngumuntu okusiza ukuxazulula izinkinga, izinkinga, kanye nezikhalo ezahlukahlukene ezivela lapho uthola ukwelashwa esibhedlela noma uthola insizakalo esibhedlela. Kungaba yiqiniso kakhulu ukusho ukuthi ungumuntu olalela izwi lakho futhi akumele . Usebenza njengomxhumanisi phakathi kwakho nabaphathi besibhedlela noma umnyango ofanele.

Cabanga nje, unomuzwa wokuthi awuzange utshelwe kahle, noma unenkinga ngekhwalithi yokwelashwa okutholile. Mhlawumbe udokotela, umhlengikazi, noma omunye umsebenzi ukhulume nawe ngendlela ongayithandi. Unomuzwa wokuthi awuzange ucatshangelwe. Esimweni esinjalo, lo "Mmeli" angakusiza. Uzolalela uhlangothi lwakho lwendaba, futhi uma kudingeka, cela abanye abantu esibhedlela imininingwane, futhi akusize uthole ikhambi lenkinga.

Yiziphi izinto esingazitholela usizo ku-"Ombudsman"?

Bheka ukuthi lezi zinto zike zenzeke kuwe, noma ucabanga ukuthi zingenzeka:

• Izinkinga zokuxhumana:Lokhu kuvame kakhulu. Isibonelo, uma indlela into eshiwo ngayo kuwe, noma into engashiwongo, ibe nomthelela ekunakekelweni kwakho noma kokuhlangenwe nakho kwakho konke. Mhlawumbe ayizange ichazwe ngolimi oluqondayo.
• Ubunzima bokuthola ulwazi: Uma ungalutholi ulwazi oludingekayo mayelana nesimo sakho sezokwelapha, ukwelashwa, kanye nemithi.
• Ikhwalithi yokwelashwa: Uma unokungabaza noma ukushiyeka mayelana nensizakalo oyitholile. Uma ucabanga ukuthi, "Lokhu ngabe kwenziwe kangcono, akunjalo?"
• Umuzwa wokuphepha: Indlela ozizwa uphephile ngayo ngenkathi uthola ukwelashwa. Mhlawumbe uzizwa sengathi indawo ayihlanzekile.
• Izikhathi zokuphendula nokubambezeleka: Uma kube nokubambezeleka okungadingekile ekutholeni izinsizakalo noma ekutholeni impendulo. Uma kwadingeka ulinde emgqeni isikhathi eside ukuze uthole imithi, noma uma kwadingeka ulinde isikhathi eside ukuze ubone udokotela.
• Ukusetshenziswa Kwemithi Noma Ukulawula Ubuhlungu: Uma unemibuzo ngalokhu. Uma uzizwa sengathi awutholi impumuzo eyanele ebuhlungwini bakho.
• Ubunzima bokuthola ama-aphoyintimenti noma ezinye izinsizakalo.
• Unesikhalazo, ukungalungi, noma okuthile okudingeka ukucacise nganoma yini ehlobene nokunakekelwa kwakho.

Uyazi, ukunakekelwa kwezempilo kuvame ukuba yinto ematasa kakhulu futhi eyinkimbinkimbi. Ngisho noma wonke umuntu ezama konke okusemandleni akhe, ngezinye izikhathi izinto zingase zingafiki kulokho okulindele kodokotela noma kubasebenzi, futhi kungenziwa amaphutha. Into ebalulekile ukwazi ukuthi kunezindlela zokukusekela nokuzikhulumela ezikhathini ezinjengalezi. Izwi lakho akudingeki lithuliswe.

Kungani sidinga ukuthola "uMmeli Wezikhalazo" esikhundleni sokukhuluma nodokotela ngqo?

Lona umbuzo omuhle. Ngezinye izikhathi, ungayixazulula inkinga ngokukhuluma ngqo nodokotela noma abasebenzi abanenkinga. Yilokho okungcono kakhulu ongakwenza. Isibonelo, ake sithi usuphumile esibhedlela, kodwa awuqiniseki ukuthi ungalinakekela kanjani inxeba noma uphuze imithi yakho uma usuya ekhaya. Ngemuva kwalokho ungashayela ucingo ehhovisi likadokotela noma umhlengikazi osewadini bese ucela ukucaciselwa. Mhlawumbe lokho kuzoxazulula inkinga.

Kodwa-ke, uma uzizwa sengathi awutholi izimpendulo ozidingayo, noma uma uzizwa sengathi isimo asishintshi ngisho nangemva kokukhuluma, isinyathelo esilandelayo ukuxhumana "ne-Ombudsman."

Ngezinye izikhathi, ungase ukuthole kunzima ukukhuluma ngqo nomuntu okhathazekile ngale ndaba, noma ungase ungavumelani nayo. Isibonelo, uma unomuzwa wokuthi othile ukuphatha ngendlela ehlukile noma ngokungahloniphi ngenxa yohlanga lwakho, inkolo, ubulili, iminyaka, njll., ungase ufune ukushiya isimo ngokushesha, kunokuba uphikisane nalowo muntu. Ezimweni ezinjalo, ungakhuluma ne-Ombudsman ukuze nixoxe ngale ndaba futhi ninqume ukuthi yini okufanele niyenze ngokulandelayo. Uzokusiza ngobumfihlo.

Ngingamthola kanjani "uMmeli Wezikhalazo" esibhedlela?

Uma uya esibhedlela, cishe uzothola incwajana enolwazi mayelana "noMmeli Wezikhalazo" wesibhedlela. Noma, bangase babhalwe ebhodini lezaziso lesibhedlela. Kodwa bangase bangabizwa ngokuthi "uMmeli Wezikhalazo" ngaso sonke isikhathi. Bangase babizwe ngokuthi "isikhulu sesipiliyoni sesiguli", "ummeleli wesiguli" noma "ummeli wesiguli". Kodwa-ke, kufanele babe nenombolo yocingo lapho ungabashayela khona ucingo, ikheli lapho ungababhalela khona, noma ikheli le-imeyili. Bangase babe nehhovisi lapho ungabavakashela khona ngqo.

Uma ungawutholi umqulu onjalo, noma uma ungakwazi ukuthola ukuthi ungawuthola kanjani lo msindisi, ungakhathazeki. Shayela inombolo yocingo eyinhloko yesibhedlela bese ubuza, noma ubuze umsizi wokwamukela izivakashi. Bazokuqondisa ehhovisi "le-Ombudsman" noma isikhulu esifanayo.

"I-Ombudsman" ingakusiza kanjani ukuxazulula inkinga yakho?

"Umvikeli" wesibhedlela usebenza njengomuntu wesithathu ongakhethi cala, ongathathi hlangothi . Lokho kusho ukuthi akakhethi cala esibhedlela noma kuwe. Umgomo wakhe ukuthola ikhambi elifanele lenkinga. Ukhona ukuze aphathe izinkinga zakho zokunakekelwa kwezokwelapha. Ngokuvamile, ungalindela impendulo noma isixazululo senkinga yakho zingakapheli isonto noma amabili. Nakhu avame ukukwenza:

• Okokuqala, uzokhuluma nawe futhi akulalele ngokucophelela ukukhathazeka kwakho nokuthi inkinga iyini. Uzozama konke okusemandleni akhe ukuqonda isimo ngokombono wakho. Leli yithuba elihle lokukutshela konke okusengqondweni yakho.
• Ngemuva kwalokho, uzocela imvume yakho yokuphenya kabanzi ngalesi sigameko. Akakwazi ukubheka amarekhodi akho ezokwelapha noma ukucela imininingwane kwabanye ngaphandle kwemvume yakho.
• Xhumana nabanye abantu abathintekayo ekunakekelweni kwakho (njengodokotela, abahlengikazi, kanye nabanye abasebenzi) ukuze ufunde kabanzi.
• Uma kudingeka, amarekhodi akho ezokwelapha kanye neminye imibhaloNgizohlola futhi ngibone.
• Ngemuva kwalokho, uzokuchazela akutholile futhi akhulume nawe ngezixazululo ezingaba khona. Ngezinye izikhathi, uzokusiza ukuxazulula inkinga ngokwakhe, mhlawumbe aze ahlele ingxoxo (ukuxazulula) phakathi kwakho nomuntu othintekayo.
• Okokugcina, konke okuhlangenwe nakho, isikhalazo, isinyathelo esithathiwe, kanye nesisombululo kubhaliwe phansi. Lokhu kuvumela abaphathi besibhedlela ukuqinisekisa ukuthi izinkinga ezifanayo aziphinde zenzeke esikhathini esizayo futhi babone izindawo okufanele zithuthukiswe kakhulu ezinkonzweni.

Okubaluleke kakhulu, "uMmeli Wezikhalazo" ulandela le nqubo kuwo wonke umuntu oza kuye enenkinga. Ukuphatha ngenhlonipho nangokuyimfihlo.

Futhi, umsebenzi wabo awukona nje ukusebenza ngqo nabantu. Banesibopho sokulungiselela imibiko ezolethwa kubaphathi besibhedlela. Kodwa leyo mibiko ayifaki igama lakho noma olunye ulwazi olungakuhlonza. Esikhundleni salokho, banikeza isifinyezo sezinhlobo zezikhalazo abantu abazenzayo kanye nezici zokunakekelwa abangajabuli ngazo.

Lonke lolu lwazi lusiza abasebenzi abaphezulu besibhedlela ukuthuthukisa izinsizakalo zabo bonke abantu. Lokhu kusho ukuthi ngokukhuluma ngenkinga yakho, awugcini nje ngokuzimela wena, kodwa futhi usiza nabanye kanye nabazothola izinsizakalo esikhathini esizayo!

Hlobo luni lolwazi okufanele silunikeze lapho sikhuluma "noMmeli Wezikhalazo"?

Unganikeza imininingwane eminingi ngangokunokwenzeka . Uma ungakhululekile ukusho okuthile, unelungelo lokungakusho. Kodwa-ke, uma unikeza imininingwane eminingi, kuzoba lula kakhulu ngo-"Ombudsman" ukuqonda inkinga nokusiza ukuyixazulula.

Khumbula, ungesabi ukuthi kuzokwenzeka into embi kuwe (njengokubandlululwa, ukubambezeleka okungafanele ekunakekelweni) ngokukhuluma ngenkinga yakho. Unelungelo lokukhuluma ngayo nokukhononda.

Uma uhlangana "ne-Ombudsman", kuzosiza ukuba nolwazi olufana nalolu lulungile:

• Usuku(izinsuku) nesikhathi(izikhathi) sesigameko (kunembe ngangokunokwenzeka).
• Amagama alabo abahilelekile (uma ukhumbula, kanye nezikhundla zabo).
• Kwenzekeni ngempela ? Zama ukukusho ngokucacile, ngokulandelana kwalokho okwenzeka. Kungaba ngcono nakakhulu uma ungakubhala phansi bese uhamba nakho.
• Uma kungewena othola ukwelashwa, igama nosuku lokuzalwa lomuntu othola ukwelashwa, kanye nalokho okushoyo kuzokwenzeka kuye.
• Ucabanga ukuthi kuzokwenzekani uma le nkinga ingaxazululwa ? (isib., uma kuxoliswa, kunikezwa incazelo, inqubo ishintshwa, noma kulindeleke isinxephezelo.)

Ungabelana ngezinto ezinhle ezenzeke kokuhlangenwe nakho kwakho.Tshela "uMmeli Wezikhalazo." Cabanga ngodokotela noma ilungu labasebenzi elikusize kakhulu noma elenze okuthile okwenza ulwazi lwakho lwaba ngcono. Unganqikazi ukubatshela. Ukukhomba izinto ezinhle kusiza abaphathi besibhedlela bazi ukuthi yini ehamba kahle, yini okudingeka ithuthukiswe, futhi kubasiza nokubabona labo abenza umsebenzi omuhle .

Into eyodwa okufanele uyikhumbule: Uma ukhuluma "noMmeli Wezikhalazo" egameni lomunye umuntu, (ikakhulukazi kwamanye amazwe, isibonelo, ngaphansi komthetho we-United States of America) "uMmeli Wezikhalazo" kudingeka akhulume ngqo nomuntu othole ukwelashwa. Futhi, kufanele uthole imvume ebhaliwe esigulini ukuze uphenye udaba futhi uxoxe nawe ngolwazi lwezokwelapha lwalowo muntu. ESri Lanka, kubaluleke kakhulu futhi ukunakekela ubumfihlo besiguli kanye nobumfihlo.

Ubani "uMmeli Wezikhalazo" wezinsizakalo zokunakekelwa kwesikhathi eside?

Lokhu futhi kuyinto ebalulekile, kodwa kufanelekile ukukwazi. 'Umxazululi wokunakekelwa kwesikhathi eside' ngumuntu olwela amalungelo abantu abathola ukunakekelwa ezindaweni zokunakekelwa kwempilo njengasemakhaya asebekhulile, emakhaya asebekhulile, nasezindaweni zokuhlala ezisizayo. Baphinde balwele abantu abathola ukunakekelwa ekhaya (isib., kubasizi bezempilo basekhaya).

Kwamanye amazwe, njenge-United States, wonke amazwe ayadingeka ngokomthetho ukuba abe nohlelo "lokuphenya" ukuze abhekane nezikhalazo ezivela kubantu abathola ukunakekelwa kwesikhathi eside kanye nabathandekayo babo.

Uma ungumnakekeli wesikhathi eside, noma othile omaziyo, ungakhuluma njalo "ne-Ombudsman" yakini noma inhlangano efanayo ukuze nixoxe ngezinkinga zenu. Nazi ezinye zezinto ongabatshela ngazo:

• Noma yiluphi uhlobo lokuhlukumeza: kungaba ngamazwi, ngokomzimba, ngokomzwelo, ngokwezimali, noma ngokocansi.
• Ukunganaki: Ukungaqapheli inhlanzeko yomuntu siqu, ukuntuleka kokudla okudingekayo, iziphuzo kanye nemithi.
• Imikhuba noma indawo engaphephile .
• Ukwephulwa kwamalungelo omuntu noma isithunzi sakhe.
• Kwamanye amazwe, izindaba ezihlobene nezinzuzo ezifana ne-"Medicaid" noma "Medicare" zihlobene nezinsizakalo ezihlobene. (Nakuba lezi zingekho ngqo eSri Lanka, izindaba ezihlobene nezinhlelo zokuphepha komphakathi kulawo mazwe ziwela ngaphansi kwalesi sigaba).

"I-Ombudsman" yakho izobheka isimo bese ichaza ukuthi yiziphi izinketho onazo zokusixazulula.

Ngaphezu kokusingatha izikhalazo zomuntu ngamunye, "abameli" bokunakekelwa kwesikhathi eside benza eminye imisebenzi eminingi. Isibonelo:

• Izakhamuzi kanye nabasebenzi bafundiswa ngamalungelo abahlali.
• Izakhamuzi ziyaziswa ngezinsiza abazidingayo.
• Ukufundisa umphakathi ngokuthi yiziphi izinketho zokunakekelwa kwesikhathi eside ezitholakalayo nokuthi ungakhetha kanjani olubafanela kangcono.

ESri Lanka, uma kunenkinga ngamakhaya asebekhulile noma izikhungo zokunakekelwa ezifanayo, kunezikhungo ezithile zikahulumeni (isib., i-National Elderly Secretariat, i-Divisional Secretariat) okufanele zikhononde ngazo futhi ziphenye. Ngakho-ke, uma kwenzeka ukungabi nabulungisa endaweni enjalo, iminyango efanele ingaziswa ngakho.

Umuntu uba kanjani "uMmeli Wezikhalazo"?

Ayikho indlela eyodwa efaneleka kubo bonke yokuba yi-ombudsman esibhedlela. Abantu abavela ezizindeni ezahlukene bakhetha lo msebenzi. Abanye bangase babe nolwazi kwezobuhlengikazi, umsebenzi wezenhlalo, umthetho, noma ukwelulekwa. Awudingi iziqu ezithile ukuze wenze lokhu. Kodwa uma ungenza lezi zinto kahle, ungaba yi-ombudsman omuhle:

• Uma ukwazi ukuxazulula izinkinga nokuthola izixazululo ezihlakaniphile nezisebenzayo .
• Ukube nje besingalalela ngozwela, ngaphandle kokwahlulela .
• Ikhono lokukhulumisana nokuxoxisana kahle nabantu abahlukahlukene (iziguli, umndeni, odokotela, abasebenzi) .
• Uma unesineke, ungakhethi, futhi uthembekile .

Ezinye izinhlangano zomhlaba wonke, isibonelo i-International Ombuds Association (IOA), zinikeza izitifiketi ezifana ne-Certified Organisational Ombuds Practitioner (CO-OP®). Kodwa-ke, lokhu akuyona impoqo yonke indawo. Okubalulekile ukuzimisela ukusiza abanye kanye namakhono adingekayo.

Okokugcina, izinto ezibaluleke kakhulu okudingeka uzikhumbule

Ngakho-ke, "uMmeli Wezikhalazo" angaqinisa izwi lakho. Ngakho-ke akudingeki uzizwe uthule futhi unesizungu uma unenkinga noma ukungabi nabulungisa esibhedlela. Ngenxa yokuthi bayaqonda ubunzima bezokunakekelwa kwempilo, bakulungele ukuphendula ezinkingeni ohlangabezana nazo futhi bakusize ekutholeni izixazululo.

Kungaba ukuthi awuzange unakwe, noma ukuthi bekungekho ukucaca mayelana nokwelashwa, noma ukuthi kube nokubambezeleka okungadingekile ekutholeni insizakalo. Kungakhathaliseki ukuthi inkinga ikuphi, izinkinga oziphakamisayo zibalulekile. Futhi, ukuphathwa kahle kwesibhedlela kuhlala kunesifiso sokuthuthukisa ulwazi lwakho kanye nokuthuthukisa izinsizakalo. Impendulo yakho ibaluleke kakhulu.

Ungangabazi ukuxhumana "noMmeli Wezikhalazo" wakho noma isikhulu esenza umsebenzi onjalo ukuze uthole ukuthi yiziphi izinketho onazo zokuxazulula isimo esingahambanga njengoba bekulindelekile.Unelungelo lokunakekelwa okungcono kakhulu, ukuveza imibono yakho, ukuveza izikhalazo zakho. Awuwedwa, futhi ungesabi ukucela usizo!

I- Ombudsman, Isibhedlela, Izinsizakalo Zesibhedlela, Amalungelo Esiguli, Izikhalazo, Insizakalo Yezempilo, Iseluleko Sezokwelapha