18/08/2026
MORE THAN 200 PARTICIPANTS JOIN AORC–AOMA–IOI WOMEN’S MONTH WEBINAR ON INVESTIGATING GENDER-BASED VIOLENCE AND DISCRIMINATION
This morning, Tuesday, 18 August 2026, more than 200 participants joined the African Ombudsman Research Centre (AORC), the African Ombudsman and Mediators Association (AOMA) and the International Ombudsman Institute (IOI) for a powerful Women’s Month webinar on “Handling Gender-Based Violence and Discrimination Complaints.”
The webinar brought together distinguished practitioners from Africa, Europe and Latin America to examine how Ombudsman institutions can investigate gender-based violence and discrimination effectively, sensitively and without causing further harm to survivors.
In her welcome address, the Public Protector of South Africa and Chairperson of the AORC Board, Adv. Kholeka Gcaleka, challenged Ombudsman institutions to move beyond routine complaint handling and confront the structural conditions that allow gender-based violence and discrimination to persist.
“This is not investigation as usual.”
She further emphasised that:
“Every gender-based violence investigation should leave the system better than it found it.”
This powerful message set the tone for a discussion focused not only on resolving individual complaints, but also on identifying institutional failures, strengthening accountability and preventing future violations.
Justice Florence Mumba, former Ombudsman of Zambia, provided an authoritative overview of the legal and policy framework governing Ombudsman work on gender equality, discrimination and gender-based violence. Drawing upon international and regional human-rights instruments, she underscored the importance of independent, accessible and accountable institutions.
“The Ombudsman is an important human-rights and good-administration institution.”
She also reminded participants that effective complaint handling must be guided by strong institutional values:
“Efficiency is important, as are transparency and accountability.”
Her presentation demonstrated that legal frameworks must be translated into practical institutional mechanisms—including accessible complaint procedures, confidentiality, specialised expertise, secure information-management systems, staff training and effective public reporting.
Ms Irine Chikhladze, Deputy Ombudsman of Georgia, then brought the discussion firmly into practice. Through real cases involving discrimination against women in professional sport and unequal power relationships within educational institutions, she illustrated how discrimination can be hidden within apparently neutral policies and systems.
“Comparable protection was not available to women in professional sport.”
Her presentation highlighted the importance of examining context, unequal power relations and the broader institutional environment—not merely the isolated facts of a complaint.
“Our work is communication with the victim, helping her navigate the institutional system and, where necessary, access services and support.”
Her practical experience reinforced the need for victim-centred communication, cooperation between institutions, careful evidence gathering and remedies that address both individual harm and recurring patterns of discrimination.
Joining from Argentina, Ms Verónica Manquel, Coordinator of the Gender and Sexual Diversity Team in the Office of the Parliamentary Commissioner for the Penitentiary System, delivered a deeply compelling presentation on trauma-informed and survivor-centred investigations in places of detention.
Using an investigation into invasive bodily searches and medical examinations of women in custody, she demonstrated how practices presented as legitimate security procedures may acquire a dimension of sexual or institutional violence when applied within relationships of custody and profound power imbalance.
One of the strongest lessons of the webinar was her reminder that:
“An investigation should not produce new burdens for the person who reports, especially when dealing with potentially traumatic experiences.”
She explained how joint interviews, informed consent, medical records, institutional documentation and corroborating testimony can reduce the need for survivors to repeat traumatic accounts while still strengthening the investigation.
Her concluding message captured the essence of survivor-centred investigation:
“The complainant’s account is not the end of the investigation; it is the starting point.”
The discussion was skilfully facilitated by Adv. Ingrid Husselmann, Chief Ombudsman of Namibia, who connected the legal framework, practical methodologies and survivor-centred approaches presented by the speakers. She guided a valuable exchange on building public trust, identifying systemic discrimination and ensuring that investigations lead to meaningful institutional reform.
The closing remarks and vote of thanks were delivered by Hon. Bashir Abubakar, Chief Commissioner of Nigeria’s Public Complaints Commission and Deputy Secretary General of AOMA, who expressed appreciation to the speakers, organisers and participants for contributing to this important continental and international conversation.
AORC and AOMA extend their profound appreciation to the Public Protector of South Africa, Adv. Kholeka Gcaleka, for her leadership and continued commitment to strengthening Ombudsman institutions across Africa.
We equally acknowledge the International Ombudsman Institute for its valued collaboration and support in making international knowledge, experience and expertise accessible to the Ombudsman community.
Our deepest appreciation goes to our distinguished panellists—Justice Florence Mumba, Ms Irine Chikhladze and Ms Verónica Manquel—for sharing their expertise, practical experiences and powerful lessons so generously. We also thank Adv. Ingrid Husselmann for her excellent facilitation and Hon. Bashir Abubakar for bringing the programme to a fitting conclusion.
To the more than 200 participants who joined us: thank you for making this webinar an exceptional platform for learning, reflection and institutional action.
And to those who could not attend—you missed an extraordinary exchange that moved from international legal standards to real investigations, real institutional failures and practical strategies for protecting survivors. The lessons and presentations will continue to inform the work of Ombudsman institutions well beyond this webinar.
Our collective outcome and call to action:
LISTEN TO THE SURVIVOR. INVESTIGATE THE SYSTEM. TRANSFORM THE INSTITUTION.
Because a successful investigation must do more than close a complaint—it must help prevent the next violation.
Public Protector South Africa Office of the Ombudsman Namibia Public Complaints Commission Nigeria Office of the Public Protector - Zambia
