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Commonwealth Office of the Ombudsman

Office of Citizen Services and Policy Integrity - Commonwealth Office of the Ombudsman

The Office of Citizen Services and Policy Integrity is comprised of two Divisions: 
​1) the Division of Complaint Review and 2) the Division of Quality Advancement​.

The two branches and specific duties are discussed below.

Division of Complaint Review 

​The Division of Complaint Review reviews and makes recommendations to resolve complaints about the Cabinet for Health and Family Services and services delivered by Cabinet employees. The Division issues recommendations to the Cabinet concerning complaint t​​​​rends to improve the Cabinet’s performance and may require corrective action when policy violations are identified.

Frequently Asked ​​Questions

The Office of the Ombudsman operates within the Commonwealth but is administratively attached to the Auditor of Public Accounts, ensuring it remains completely separate for impartial and unbiased investigations. Importantly, the Ombudsman does not represent employees of the Cabinet for Health and Family Services.

The Division of Complaint Review receives and investigates complaints about programs administered by the Cabinet for Health and Family Services. This office recommends corrective action where appropriate, prompts Cabinet staff to resolve customer problems, and advises the Cabinet Secretary of service delivery problems. The Division of Complaint Division cannot make, change, or set aside law, policy, or administrative decisions of the Cabinet. However, the Commonwealth Office of the Ombudsman make recommendations that resolve citizen complaints​ about the Cabinet for Health and Family Services and improve the cabinet’s performances.

The Commonwealth Office of the Ombudsman is the final administrative step taken to resolve conflict between an individual and the Cabinet. It is recommended that the customer discuss the problems with the person or Office involved prior to contacting the Division of Complaint Review. If you have made a reasonable effort to resolve your conflict with the Cabinet and have still not received an explanation of policy or law that controls the issue, please contact the Division of Complaint Review .​

Upon receipt of the complaint, a member of the Division of Complaint Review will contact you. Some inquiries and complaints will require the Commonwealth Office of the Ombudsman to conduct an investigation. The Division of Complaint Review will approach every complaint with impartiality and objectivity.​


Division of Quality Advancement 

The Division of Quality Advancement completes comprehensive reviews of services provided by the Cabinet for Health and Family Services to ensure accountability and delivery of service to Kentuckians. The Division ​is responsible for the investigation of services or administrative acts provided by the Cabinet for Health and Family Services without regard to the finality of the administrative act pursuant to KRS 43.035.​