Appointed by President Michael D. Higgins in January 2022, Ger has built a remarkable career dedicated to championing fairness and justice for all. With extensive experience in consumer and employment rights and a history of leading public bodies, he brings a unique blend of compassion and authority to his role. In this interview, Ger shares his vision for a more inclusive Ireland and the transformative role of his office in creating a fairer society for everyone.
We were delighted to have Ger Deering, the Ombudsman of Ireland, join us for this insightful conversation in Travellers’ Voice magazine.
By Maighread Ni Mhaonghail
Can you explain to our readers the primary role of the Ombudsman in Ireland and how your office ensures accountability and fairness across public services?
Our role is to address complaints against public service providers. Initially, we encourage people to bring their issues directly to the service provider. If the problem isn’t resolved, they can come to us, and we’ll engage with the provider. We operate independently and impartially, acting as a mediator rather than an advocate. Our goal is to level the playing field because dealing with large organisations can be overwhelming for individuals.
We handle complaints against almost all public service providers, including local authorities, social protection services, and healthcare providers—areas particularly relevant to marginalised communities, such as the Traveller community. If someone feels they’ve been mistreated, and the issue isn’t resolved with the provider, they can turn to us for support.
Speaking of the Traveller community, what challenges do you face in ensuring that marginalised voices are heard and respected?
One concern I have is that some people may hesitate to complain, which can be particularly true for the Traveller community. They may fear being disadvantaged for speaking out or think it’s pointless after having negative experiences with public bodies.
I want to reassure everyone that they will be heard when they come to our office. From the start, we made it as easy as possible for people to lodge complaints. They can contact us in any format—by phone, online, in writing, or even in person by appointment. We recognise that for some, online forms or emails may not be accessible, so we work hard to remain accessible through different channels.
Given the difficulties some marginalized groups face in accessing public services, what initiatives has your office implemented to simplify the complaint process?
One of our key initiatives is making the process as simple as possible. People can sit down with us and explain their issues. We’ll ask the necessary questions, fill out the forms, and ensure their complaint is effectively communicated to the service provider. If someone has difficulty expressing their complaint, we’ll work with them to understand and refine it.
We’ve also prioritised outreach. For example, we’ve visited halting sites in Dublin, Galway, and Offaly to understand people’s living conditions better. We’ve participated in events like Social Inclusion Week and the International Traveller Education Day, which is how I discovered Travellers’ Voice Magazine. We reach out to organisations like College Connect, which helps underrepresented groups in education, and collaborate with Traveller organisations like Pavee Point and the Irish Traveller Movement.
Our goal is to break down barriers and show that we are approachable and accessible. We’ve even held workshops with Traveller organisations to train our staff on cultural awareness. But I still worry that there are people we’re not reaching. That’s why we engage with community groups through the Public Participation Networks, and we’re always open to hearing how we can improve our outreach.
You mentioned that people often ask, “What’s the point?” of complaining, especially after negative experiences. How do you respond to that?
The best way to answer that is by sharing examples of our work. A Traveller family was recently removed from the housing list because they hadn’t responded to a confirmation email. When we contacted the council, they reinstated the family but only from the date of our intervention, meaning they lost their place on the waiting list. We argued this was unfair, and the family was reinstated without losing their waiting time.
This is a prime example of how minor administrative issues can substantially impact. Due to simple communication barriers, families shouldn’t lose their place on the housing list. We’re also addressing broader systemic issues like long wait times for housing and problems with the Caravan Loan Scheme, which helps Travellers buy caravans. Previously, applicants with arrears weren’t told they couldn’t apply, and the scheme lacked an appeals process. After our investigation, the scheme was updated to include clear guidelines and an appeals process, making it fairer for everyone.
Your office emphasises a human rights-based approach. Can you elaborate on how this shapes your work?
We are deeply committed to a human rights-based approach outlined on our website and in our staff manual. No matter what the circumstances, people deserve to be treated with dignity and respect. Our focus isn’t just on whether someone receives a service or grant but on how they are treated throughout the process. We look at the fairness and respect shown to individuals in their interactions with public bodies.
This approach drives everything we do. We’ve worked with organisations like Pavee Point and the National Traveller Women’s Forum to ensure we’re culturally sensitive and responsive to the needs of marginalised communities. We’re always open to feedback and eager to hear from those we serve about how we can improve.
You’ve mentioned systemic investigations. Could you explain how your office uses individual complaints to drive broader changes?
Individual complaints often reveal broader systemic issues; we use that intelligence to push for more comprehensive change. For example, we’ve been addressing issues in healthcare schemes that allow patients to go abroad for treatment if it’s unavailable in Ireland. One case involved a patient whose GP referral letter was signed by the secretary, but the scheme administrators refused to accept it, even after the doctor confirmed it was valid. We pushed back against this bureaucratic red tape, ensuring that similar cases would be handled more fairly.
We recently made 21 recommendations to the HSE to streamline these healthcare schemes, and I’m happy to say they’ve been accepted and are being implemented. We aim to use these investigations to create lasting change that benefits not just the individual complainant but everyone affected by the system.
Looking ahead, what legacy do you hope to leave behind in terms of promoting fairness, transparency, and inclusion?
My ultimate goal is to see a cultural shift within public sector bodies. I want them to operate so effectively and fairly that our office becomes redundant. While that’s an ambitious aim, we’ve already made significant progress.
I want public services to treat everyone with dignity and respect and have mechanisms in place to ensure proper follow-up when things go wrong. If we can achieve that—if we can make fairness, transparency, and inclusion the standard—then I’ll consider our work a success.
