<![CDATA[Maladministration in public service delivery can reduce service quality and public trust in government institutions. The Ombudsman of the Republic of Indonesia is authorized to oversee public services and handle complaints of maladministration. This study aims to analyze the role of the West Sumatra Representative Office of the Ombudsman in overseeing and handling maladministration at the Padang City Environmental Agency. This study employed a qualitative approach with a descriptive design. Data were collected through interviews and document analysis involving four informants, including the Head of the West Sumatra Ombudsman Representative Office, the Head of the Report Examination Division, and two Ombudsman Assistants involved in complaint handling and public service oversight. Data were analyzed through data reduction, data presentation, and conclusion drawing using the role theory of Jim Ife and Frank Tesoriero, covering facilitative, educational, representative, and technical roles. The findings show that seven complaints concerning the Padang City Environmental Agency were recorded in 2024, with five categorized as maladministration involving procedural deviations. The Ombudsman implemented the four roles through complaint handling, public service education, complainant facilitation and protection, verification, clarification, document review, and examination. However, implementation remains suboptimal due to limited human resources and budgets, low public awareness, delayed institutional responses, and limited authority. Strengthening institutional capacity, public outreach, coordination, and preventive oversight is needed.]]>
