Ombud’s guiding principles
In dealing with complaints and concerns, the Ombud and staff within the office are guided by principles of independence, impartiality, accessibility, and confidentiality, thus enabling the Ombud to deal with matters fairly, without fear, favor, or prejudice.. The Ombud reviews each matter objectively and does not act as an advocate for any party in a dispute.
Who can use Ombud’s services?
The office of the Ombud provides services to all members of the university community including full and part-time students, fixed term and permanent staff, alumni, university administrators and visiting/exchange students, fellows and researchers.
When and how should I contact the Ombud for assistance?
If you are aggrieved by an unfair or unjust decision, a conduct or omission that amounts to administrative malpractice or have received inadequate service from the University or its employees, you can approach the Ombud for assistance ONCE you have exhausted all internal complaints remedies and procedures?
We are an office of last resort which means we can’t assist or become involved in a concern or complaint until all internal processes have been exhausted.
Complaints may be made in writing, electronically or in person by appointment and shall contain all necessary contact information of complainant
All concerns and complaints must be presented by persons directly affected by the matter.
A complaint should be brought to the attention of the Ombud as soon as the complainant is aware of any malpractice or the failure of other mechanisms to resolve an issue, but normally no later than 1 (one) month after the complainant was aware of the event or incident.