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The Ombudsman has published a key set of documents which sets out the standards she expects all departments to apply when dealing with the public. They are collectively known as the and cover:

� Principles of Good Administration

� Principles of Good Complaint Handling

� Principles for Remedy

As mentioned at CHG115, we aim to be compliant with these Principles in all we do, and it is a good habit to refer to them frequently and to become familiar with them.