What an Ombudsman Does, Types, Pros & Cons

What Is an Ombudsman?

An ombudsman is an official appointed by the government who investigates complaints against businesses, financial institutions, universities, government departments, or other public entities, and attempts to resolve conflicts or concerns through mediation or recommendations.

Ombudsmen may have different names in some countries, such as public advocate or national defender.

Key Takeaways

• An ombudsman investigates complaints against businesses and organizations, including the government.
• An ombudsman’s decision may or may not be legally binding, but it typically carries considerable weight.
• In the U.S., members of Congress serve as ombudsmen.
• Complaint processing time can vary depending on the type and complexity of the complaint.

How an Ombudsman Works

An ombudsman usually has a broad mandate to address concerns in the public sector. However, sometimes their mandate can be specific—for example, a children’s ombudsman may focus on protecting the rights of young people. In Belgium, different linguistic and regional communities have their own ombudsmen.

Members of the United States Congress serve as ombudsmen at the national level, advocating for their constituents and providing assistance with administrative difficulties.

Ombudsmen are free for consumers to use and are typically funded through levies and case fees. They can be appointed at national or local levels and can also be found within large organizations.

What Are the Types of Ombudsmen?

Ombudsmen can be found in various settings, including organizations, governments, schools, and institutions.

Industry Ombudsman

An industry ombudsman handles consumer complaints about unfair treatment from companies in a specific industry. They may also identify systemic issues that lead to rights violations or poor quality of service by the government or institution in question.

Organizational Ombudsman

Organizations may have their own ombudsman who investigates complaints about services or interactions with the organization. They may also address internal complaints from employees or students in educational institutions.

Classical Ombudsman

Some countries have ombudsmen to deal with issues like corruption or abuses of power by public officials. Others focus on protecting human rights within their countries.

Advocate Ombudsman

An advocate ombudsman champions for people who have filed grievances or for those with whom the grievances concern. They can be found in the private or public sectors, advocating for long-term care residents, aging adults, the underserved, and those who cannot advocate for themselves.

Media Ombudsman

A media ombudsman handles complaints about news reporting, promoting accurate and transparent news. They work with journalists and other media professionals to investigate and respond to complaints.

Advantages and Disadvantages of an Ombudsman

Ombudsmen provide a channel for people to submit complaints against institutions without influence from the accused. They conduct fair investigations, provide resolutions or mediation services, and help prevent abuses of power.

Ombudsmen also serve as a source of information about policies and procedures, promoting communication between parties.

However, when an ombudsman’s work produces lackluster results, it erodes trust. Resolving complex issues can be time-consuming, and ombudsmen cannot provide legal advice. The final resolution is at the discretion of the institution.

Ombudsmen are impartial, except when advocating for the rights of others. If dissatisfied with the resolution, complainants may pursue other actions, such as legal recourse.

Pros and Cons of Ombudsmen

• Facilitates customer or public complaints
• Unbiased and objective
• Can restore and maintain confidence in organizations or institutions
• Poor performance can erode trust
• Cannot provide legal advice
• Complex issues can take a lot of time to resolve