When to go to the Ombudsperson?

Suppose you are having a problem with another member of the university community. In that case, it is always best to start by discussing the issue directly with the other person involved.
If that approach fails to yield results, the next step is to discuss the problem with the appropriate person within your academic unit.
If you cannot resolve this, the next step is to contact the Ombudsperson.

Any university community member can seek help from the Ombudsperson (Students, Academics Professionals, or Administrators).

They can share any complaint, concern, or question about alleged acts, omissions, inaccuracies, or problems that affect their relations with other university community members.

The Ombudsperson cannot intervene in situations that the Office of the Secretary-General or the Personnel Department is already investigating.

1. There is a conflict

A conflict arises between two or more members of the university community.

Remember, if you have a conflict with someone in the community:

It would be best if you talked directly with the other person involved.
Suppose the direct approach doesn’t solve the problem. In that case, you should talk to the appropriate person within the academic unit where the problem exists.

If you need help with the above strategies, you can contact the Ombudsperson.

2. Contact the Ombudsperson or Student Mediator.

The Ombudsperson or Student Mediator, can be reached in person, by phone, or by email.

3. The Ombudsperson reviews the case.

The Ombudsperson analysis the situation based on questions and clarifications presented by the person complaining. The Ombudsperson identifies expectations and the flexibility degree.

4. The Ombudsperson characterizes the case.

The Ombudsperson defines the typology, severity, and scope of the case.

5. They developed an intervention plan

Based on the characteristics of the case and the type of intervention requested, the Ombudsperson, with the appropriate university resources, discusses possible solutions.

6. The Ombudsperson acts.

The Ombudsperson can provide two types of assistance:

a) Orientation and guidance.

b) Direct intervention. With prior authorization from the person complaining, the Ombudsperson contacts the appropriate person(s) to resolve the problem.

7. The Ombudsperson follows up on the case.

The Ombuds tracks the progress of the case.

8. The Ombudsperson closes the case.

Ways a case can solve:

The person solves the conflict when a regulation establishes the following steps and provides guidance for appropriate action.
When the person complaining resolved the conflict, based on guidance provided by the Ombudsperson or by the direct intervention of the Ombudsperson acting on that person’s behalf.

In any case, if the parties in conflict are willing, the Ombudsperson can mediate. The idea is to resolve problems at the corresponding level wherever possible.

Functionally. The Ombuds operates independently, and this independent role is reflected both in the organization chart of the institution and in his or her actions.

The Ombuds is impartial in his or her decision-making and does not participate in situations where there could be a conflict of interest.

The Ombuds maintains absolute confidentiality with those individuals who request assistance.

The Ombuds hears cases on an informal basis. If the situation requires a more formal solution, the Ombuds refers the client to the corresponding institutions.