OMBUDSMAN OFFICE
The Function and Principles
KHAIRUL ANUAR CHE AZMI
Ombudsman
Universiti Sains Malaysia
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What is Ombudsman?
First University?
st
1
November 2011
Governance & Autonomy
THE OFFICE OF THE OMBUDSMAN
The office of the Ombudsman is an
alternative channel for communication of
concerns that is independent, impartial,
confidential and informal. The Office is
available as an information and conflict
management
resource
to
USM’s
community.
Closest is Biro Pengaduan
Awam
Changing the way we think
about conflict and conflict
resolution
– Helps manage and resolve conflict
through individual, group and
organizational participation
– Allows an organization to get an
objective perspective, learn from conflict
and apply lessons
The establishment of Ombudsman Office is always
synonym with “menginsankan” University.
The existence of an Ombudsman Office signals that
the University cares about its people and recognizes
the value of providing informal dispute resolution for
members of the campus community.
Because Ombudsman Office have no authority to sanction
individuals or make official decisions or pronouncements of
“right or wrong” for the University, disputants who use an
Ombudsman Office are empowered to decide for themselves
how their concerns will be addressed.
THE VALUE OF AN OMBUDSMAN OFFICE TO
UNIVERSITI SAINS MALAYSIA
Conflict is inevitable and can be expensive. The normal
alternatives for dealing with conflicts are administrative
hearings, formal and informal grievances, “tak apalah”
attitude, “nantilah..satu hari aku…(dendam)” or lawsuits.
USM established the Ombudsman Office with the hope that
the Ombudsman Office will resolve at least some of these
issues faster, cheaper, and more equitably than either
grievance procedures or litigation.
In simple terms, when the intervention of an
Ombudsman results in student or employee
retention, it is usually a “win-win” outcome for the
University and the individuals involved.
When the intervention of an Ombudsman result in
the avoidance of litigation, financial savings can be
considerable and negative publicity for the
University is avoided.
Learning from Conflict and
Applying Lessons
--View of the big picture
The Key Characteristics of the
Ombudsman Function
1)Independence
2)Confidentiality
3)Impartiality
4)Informality
Independence
Independent :
Ombudsman report to the highest
possible level of organisation only and in
our case – the Vice-Chancellor.
Note: The Ombudsman reporting relationship to other
departments, such as Jabatan Bendahari, is for
administrative and budgetary purposes only.
Neutrality/Impartiality
Neutral or Impartial :
Ombudsman have no personal interest or stake in
and incur no personal gain or loss from the outcome
of any disputes.
Ombudsman avoid situations that may cause or
result in conflict of interest. Ombudsman attempt to
promote fair processes but do not advocate for
individuals. So no “kawan-kawan” thingy in
Ombudsman
Confidentiality
Our Commitment
 We are committed to work with integrity, consistently with
IOA standards.
 Ombudsman will not disclose or discuss any confidential
information without the contact’s knowledge or permission.
 The exception is the imminent risk of serious harm.
This includes not revealing :
• the identity of complainant;
•specific details around matters handled;
• any materials relating to specific cases.
Informality
Informal :
Warga Universiti have a right to consult
voluntarily with the Ombudsman Office. The
office has no authority to make decisions on
behalf of University’s and maintain no official
records.
Goal
The Ombudsman Office is authorized by
the
University’s
Constitution
to
confidentially receive complaints, concerns,
or inquiries about alleged acts, omissions,
improprieties, and/or broader systematic
problems
within
the
Ombudsman’s
jurisdiction and to listen, offer options,
facilitate resolutions, informally investigate
or otherwise examine these issues
independently and impartially.
INDEPENDENT
The Ombudsman Office and the Ombudsman him/herself are independent
from other department/unit/PTJ within the University entity.
NEUTRAL AND IMPARTIAL
The Ombudsman is neutral, impartial, and unaligned.
CONFIDENTIAL
The Ombudsman holds all communications with those seeking
assistance in strict confidence and takes all reasonable steps to
safeguard confidentiality.
INFORMAL
The Ombudsman function on an informal basis.
Ombudsman is not
just mere postman
but conflict mediator
What should contain in
your complaint to
Ombudsman Office?
Contact us at:
• By Appointment: 04 653 3122
• By Email:
khairul@ombudsman-usm.com
THANK YOU