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The Principles of Ombudsing
Confidentiality
All contact with the Office of the Ombudsperson is confidential. The Ombudsperson and Assistant Ombudsperson will not take any action or intervene in any way unless they have the explicit consent of the visitor who raised the concern. The Ombudsperson or Assistant Ombudsperson is not required to maintain confidentiality in cases involving the commission of a serious crime or where there is an imminent risk of physical harm to the visitor or others.
Parents, friends and community members may contact the Office to discuss general concerns, but unless we have explicit consent, we will not disclose any information about specific concern or release any specific or identifying information about a visitor (i.e. without permission we cannot confirm or deny the existence of a particular complaint nor whether or not an individual has contacted our Office).
Only Office staff have access to case files. Members of the Ombuds Committee and other members of the University community do NOT have access to files. Faxes are received directly to our office, viewed only by Ombuds staff. We prefer not to use e-mail for discussion of concerns because it is not a secure method of communication.
The Ombudsperson will meet outside office hours or off-campus should a visitor be concerned about being identified as a complainant.
The Office of the Ombudsperson is an "off-the-record" resource and an office of "last resort". The Office of the Ombudsperson may be able to assist visitors to resolve issues however a formal investigation cannot be started until all other avenues for resolving an issue within the University have been exhausted.
The Office does not accept notice on behalf of the University or any other party. In other words, if a visitor wants to give the University notice of a complaint, he/she will be referred to the appropriate person within the University who can accept the complaint.
Independence
The Ombudsperson and staff are not employees of the University. The Office is independent of the faculty and all administrative structures and student governments. Our funding is received from an annual student levy that was put in place by a referendum.
As a result, the Ombudsperson and Assistant Ombudsperson are able to act without interference. This helps us to identify systemic problems and areas requiring attention or improvement in the University's policies and practices.
In order to fulfil our function, the Ombuds Office has access to all official university files, records and information, as required, in accordance with the University's policy on Freedom of Information and Protection of Privacy.
According to the Office of the Ombudsperson's Terms of Reference set with the University, requests for information from the Ombudsperson must be given priority by every employee of the University.
Impartiality
The Ombudsperson and Assistant Ombudsperson hear all concerns impartially without taking sides. An ombudsperson is guided by a concern for fair process, where individual interests are carefully considered and appropriately balanced with consideration for the good of the greater community. This includes an understanding of the use and misuse of power and authority.
The Ombudsperson and Assistant Ombudsperson avoid the reality of and the appearance of bias or conflict of interest with any individual or group.
If a matter is investigated, it is done so in an impartial fashion. The principles of natural justice are followed at every step. If a conclusion is reached, on the merits of a case, following an investigation, a recommendation may then be made to the appropriate authority or decision-maker.
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