I have had the privilege of attending the Sharpening Your Teeth Program run by Andre Marin, the Ontario Ombudsman, and run from 8th and 9th November in Wellington as part of the International Ombudsman Institute 10th annual conference in Wellington New Zealand. Andre Marin has run this calls for many years but it is still fresh and alive and useful. I will add more once I have completed the course, and add some links to his website and some of the reports which he has written. Hi main site is http://www.ombudsman.on.ca/Home.aspx
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