Ombudsman Services for Complaint Resolution. What is an Ombudsman? An Ombudsman is a designated neutral person who provides confidential and informal assistance in resolving consumer complaints and disagreements. An ombudsman investigates consumer complaints, reports findings, and mediates fair settlements, especially between an individual or group of individuals; and an institution or organization. As an independent, impartial, and confidential party, the Ombudsman serves as an alternative means of dispute resolution by which issues may be raised, considered, given appropriate referral, and/or resolved.
The local ombudsman provides an opportunity for informal discussion of consumer complaints outside formal channels.
A local ombudsman is very helpful with an organization: 1) If you are uncertain about which policy, procedure, or regulation applies to your situation. 2) If you feel that you have been unfairly or inequitably treated or that a policy, procedure, or regulation has been applied unfairly or erroneously, or is itself fundamentally unfair. 3) If you have a complaint that requires someone to help negotiate a solution, or to help facilitate your communication with others. 4) If you would like to find out who has the authority to make an exception to a rule or policy. And 5) If you want to know the right person or office to whom to direct a formal complaint or grievance.
Generally a local ombudsman working within a governmental agency, public corporation or academic situation is available to all members of the organization. The ombudsman provides an opportunity for informal discussion of complaints outside formal channels. The ombudsman is the organization’s conflict resolution and conflict prevention specialist. The ombudsman listens, discusses, answers questions, provides information, and identifies options and strategies for resolving a complaint situation.