ombudsman office the function and principles khairul anuar che azmi ombudsman universiti sains...
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OMBUDSMAN OFFICEThe Function and Principles
KHAIRUL ANUAR CHE AZMIOmbudsman
Universiti Sains Malaysia
FROM CANVAS TO TRANSFORMATIONFROM CANVAS TO TRANSFORMATION
1. Talent management
2. Resources
3. Bureaucracy in governance
4. Autonomy and accountability
5. Quality of services
6. Global agenda and future relevance
7. Sustainability agenda
8. People led solution agenda
9. + Ombudsman
What is Ombudsman?
First University?
1st November 2011
Governance & Autonomy
THE OFFICE OF THE OMBUDSMAN 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 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?
