Hassan Magulumali
Discussions at the inaugural Tanzania Ombudsman Forum 2026 have highlighted the important role of ombudsman institutions in promoting quality public services, accountability and continuous improvement within public institutions.
Speaking during the closing ceremony of the forum in Arusha, Deputy Minister for Industry and Trade Denis L. Londo said effective complaint-handling mechanisms could also have a positive impact on the private sector by creating reliable and accountable public services that provide greater certainty for businesses.
He said ombudsman institutions play a crucial role in supporting government agencies to improve service delivery by receiving and investigating complaints, identifying systemic challenges and recommending appropriate solutions.
According to Londo, addressing weaknesses identified through public complaints can help strengthen institutional performance while creating a more favourable environment for businesses and investors.
Speaking at the forum, Ombudsman for Tax Complaints and Information Erastus Mtui said the Tax Ombudsman Service of Tanzania (TOST) had benefited from the opportunity to learn and exchange experiences with various stakeholders on effective approaches to handling complaints and improving services to citizens.
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Mtui pledged that the institution would put into practice the lessons and recommendations gained during the forum to strengthen its operations and improve the way complaints are addressed.
He further said TOST would conduct in-depth assessments of complaints that are repeatedly submitted to identify underlying systemic challenges and provide recommendations to the relevant institutions.
Such an approach, he explained, would help improve public services, strengthen the business and investment environment and contribute to Tanzania’s broader economic development ambitions.
Mtui said strengthening accountability and addressing recurring institutional challenges would support efforts to create a more efficient environment for citizens, businesses and investors.
The Tanzania Ombudsman Forum 2026 brought together stakeholders to share experiences, discuss challenges and explore ways of strengthening complaint-resolution mechanisms and institutional accountability in the country.
