Industrial Commission Customer Service

Regulatory Ombudsperson

The agency’s regulatory ombudsperson acts as the liaison between customers and the Industrial Commission (IC) to clarify, explain, discuss, and resolve concerns that arise about a rule of the Commission.

On February 12, 2008, Governor Ted Strickland signed Executive Order 2008-04S Implementing Common Sense Business Regulations. The Governor's Executive Order required some state agencies to create a regulatory ombudsman position. The Executive Order mandates transparency, accountability, predictability, consistency, and balance in regulatory activity. Therefore, customers doing business with the Industrial Commission may contact the regulatory ombudsperson with concerns or complaints about IC rules and the regulatory process.

The ombudsperson acts in a neutral way, evaluating all sides of an issue in an objective manner to identify options and strategies for dispute resolution. The ombudsperson does not impose solutions and cannot make or reverse legal decisions to resolve a conflict. The ombudsperson serves as a contact for issues such as: complaints about service, what you think may be unfair or inconsistent treatment, access to resources and services, and/or ideas for making services better.                      

Filing a Regulatory Complaint
Complaints can be registered by calling Customer Service at 614-466-6136 or emailed to askic@ic.state.oh.us. Upon receiving a complaint about an IC rule or regulatory process, acknowledgement of the complaint will be made to the complainant. The complainant will be asked to substantiate how the IC rule or regulatory process is ambiguous or caused harm or hardship. The complaint and evidence will be reviewed and discussed with legal counsel and senior management to ensure compliance. A written response will be given in five business days, and a copy will be shared with the Governor’s Office.

IC rules are based on state laws. Before a rule is implemented, the Industrial Commission holds a public hearing on the rule(s). The hearing gives the public a chance to voice their opinion on how a rule will impact them. Rules are discussed with the Rules Advisory Group before a public hearing is scheduled. The Rules Advisory Group consists of employer representatives, injured workers' representatives, BWC and IC practitioners. This makeup assures representation from all parties, which has helped to minimize complaints about Commission rules.

What Can the Ombudsperson Do for Me?  
In some cases, the ombudsperson can provide the information you need to solve the problem yourself. In other cases, the ombudsperson will evaluate your complaint and act as a neutral mediator in helping to find a solution.

Are There Problems the Ombudsperson Can't Handle?
The ombudsperson can only handle complaints having to do with your interaction with the Industrial Commission of Ohio. The ombudsperson cannot take up conflicts you have with private individuals, companies or organizations; federal, county or local governments or courts; elected officials or the legislature. The ombudsperson does not have the power to change rules, regulations, policies or legal procedures. The ombudsperson cannot assist you in resolving matters that are part of an ongoing enforcement action. An explanation will be provided if the ombudsperson is unable to take up your case.

When Should I Go to the Ombudsperson?
If you have a problem, first discuss it with the person or office involved. In many cases, personnel in the appropriate division or office can solve problems more quickly and easily than the ombudsperson. The ombudsperson is a last resort -- someone who will try to help when other approaches have failed. 

Rules Resources    
To review IC Rules, visit the IC Policies link above. More information about how rules are created may be obtained by viewing the IC's informational Fact Sheets (link located in the Quick Links). The following Web sites may also be useful if you’re interested in more information:

• The Register of Ohio contains all state agency rule proposal packages.
  
  
• The Joint Committee on Agency Rule Review is the legislative committee responsible for the review and processing of all state agency rules.
  
  
• All Ohio Revised Code (ORC) and Ohio Administrative Code (OAC) rules and laws are available online through LAWriter.
  
  
• Link to the list of OAC and ORC rules and statutes relative to workers’ compensation located on the Bureau of Workers’ Compensation’s Web site.

If you would like a hard copy of any of the Industrial Commission's rules and regulations, call 614-728-0909.

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