| No. | Item | Definition |
|---|---|---|
| 1. | abuse | wrongful or harmful treatment |
| 2. | access | ability to obtain or use |
| 3. | accountability | duty to answer for actions |
| 4. | agency | government or public body |
| 5. | allegation | claim of wrongdoing without proof |
| 6. | apology | expression of regret |
| 7. | appeal | request for review of decision |
| 8. | authority | power to make decisions |
| 9. | backlog | accumulated unfinished work |
| 10. | barrier | obstacle preventing access or progress |
| 11. | bias | unfair preference or prejudice |
| 12. | breach | breaking a rule or duty |
| 13. | claim | assertion of a right |
| 14. | complaint | statement of dissatisfaction |
| 15. | compliance | following rules or requirements |
| 16. | concern | matter causing worry |
| 17. | conciliation | process of restoring agreement |
| 18. | confidentiality | keeping information private |
| 19. | conflict of interest | competing personal and official interests |
| 20. | corruption | dishonest abuse of power |
| 21. | deadline | latest allowed time |
| 22. | decision | final choice or judgment |
| 23. | delay | failure to act promptly |
| 24. | determination | official decision or conclusion |
| 25. | disclosure | making information known |
| 26. | discrimination | unfair treatment based on identity |
| 27. | dispute | serious disagreement or conflict |
| 28. | documentation | written supporting materials |
| 29. | enforcement | ensuring rules are obeyed |
| 30. | equity | fairness based on circumstances |
| 31. | escalation | raising matter to higher level |
| 32. | ethics | moral principles of conduct |
| 33. | evaluation | careful judgment of value |
| 34. | evidence | information supporting a claim |
| 35. | fairness | just and impartial treatment |
| 36. | file | collection of case papers |
| 37. | finding | conclusion reached after examination |
| 38. | follow-up | later action after initial step |
| 39. | fraud | deception for unfair gain |
| 40. | grievance | formal complaint about unfair treatment |
| 41. | guideline | recommended rule for conduct |
| 42. | hardship | severe difficulty or suffering |
| 43. | harm | physical or emotional damage |
| 44. | hearing | formal session to hear sides |
| 45. | impact | effect on a person or system |
| 46. | impartiality | freedom from bias |
| 47. | implementation | putting decision into effect |
| 48. | inquiry | request for information |
| 49. | inspection | formal close examination |
| 50. | intervention | action to improve a situation |
| 51. | investigation | careful official examination |
| 52. | issue | important problem or matter |
| 53. | jurisdiction | official authority over a matter |
| 54. | justice | fair treatment under law |
| 55. | maladministration | poor or unfair administration |
| 56. | mandate | official authority to act |
| 57. | mediation | assisted negotiation to resolve conflict |
| 58. | misconduct | improper or unlawful behavior |
| 59. | monitoring | ongoing observation of compliance |
| 60. | negligence | failure to take proper care |
| 61. | negotiation | discussion to reach agreement |
| 62. | neutrality | absence of favoritism |
| 63. | official | person holding public office |
| 64. | outcome | final result of process |
| 65. | oversight | supervision to ensure accountability |
| 66. | party | person involved in a case |
| 67. | penalty | punishment for an offense |
| 68. | policy | official course of action |
| 69. | precedent | earlier case guiding later ones |
| 70. | priority | matter needing earlier attention |
| 71. | privacy | freedom from unwanted intrusion |
| 72. | procedure | established way of doing something |
| 73. | process | series of actions or steps |
| 74. | recommendation | suggested course of action |
| 75. | record | official stored information |
| 76. | redress | compensation or correction for wrong |
| 77. | referral | sending case elsewhere |
| 78. | remedy | means of correcting harm |
| 79. | report | official written account |
| 80. | resolution | solution to a problem |
| 81. | retaliation | harmful response to complaint |
| 82. | review | formal reexamination of a case |
| 83. | rights | legal or moral entitlements |
| 84. | sanction | penalty for rule breaking |
| 85. | scrutiny | close critical examination |
| 86. | service | assistance provided to users |
| 87. | settlement | agreement ending a dispute |
| 88. | stakeholder | person affected by outcome |
| 89. | standard | level of quality or rule |
| 90. | statement | formal expression of facts |
| 91. | statute | written law passed by legislature |
| 92. | testimony | formal spoken or written evidence |
| 93. | transparency | openness in actions and decisions |
| 94. | tribunal | body deciding disputes officially |
| 95. | urgency | need for immediate action |
| 96. | verification | checking truth or accuracy |
| 97. | violation | act of breaking a rule |
| 98. | vulnerability | increased risk of harm |
| 99. | whistleblower | person reporting wrongdoing |
| 100. | witness | person giving firsthand evidence |