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?

Contact us at:

• By Appointment: 04 653 3122• By Email: khairul@ombudsman-usm.com

THANK YOU