The Client Ombudsman of the Social Insurance Administration works to improve practices for the benefit of our clients, with the guiding principle that the handling of cases is in accordance with the law and good administrative practices.

The Client Ombudsman provides guidance on the handling of cases at the Social Insurance Administration and assists those who believe they have not received a substantive review or resolution in accordance with applicable laws and regulations.

When necessary, the Client Ombudsman provides advice regarding reopening cases and appeal routes.

Submitting a case to the Client Ombudsman

A case submitted to the Client Ombudsman must include:

• a description of the facts of the case

• what the complaint/case concerns

• what remedy or changes are requested regarding the handling or resolution of the case

Cases should be sent in writing to umbodsmadur@tr.is

What cases does the Client Ombudsman handle?

The Client Ombudsman generally handles a case if:

• it is believed that the case has not received a substantive review

• the resolution is not considered to be in accordance with applicable laws and regulations

• there is a need for advice on reopening a case and/or appeal routes

The Client Ombudsman generally does not handle a case if:

• it is being processed within the Social Insurance Administration and the standard processing time has not passed

• it is being handled by the Welfare Appeals Committee, the Parliamentary Ombudsman or the courts

• more than two years have passed since the administrative decision was made

However, all submitted cases are reviewed and each case is assessed individually.

Jóhanna Ósk Baldvinsdóttir, Client Ombudsman.