What is the role of the Ombudsman?
Most importantly, the Ombudsman listens to the complainant. After that, with the complainant’s approval the Ombudsman contacts the respondent via phone to explain the situation and the expectations of the complainant. Very often a resolution is reached and both parties have a better understanding of miscommunication. The matter is put to rest. If the matter is more complicated, or the parties simply cannot agree on a settlement, it will be recommended at that time, to file a formal written complaint.