The way it works is that the ombudsman tries to resolve problems at the lowest level within the agencies. The vast bulk of the problems, as the stats indicate, are resolved fairly informally, normally by phone calls or a quick note from the ombudsman's staff to the relevant agency, as I understand it. This is probably more appropriately a question for the actual ombudsman himself, but there are interactions between the ombudsman and, normally, the heads of agencies where warranted.
On December 4th, 2006. See this statement in context.