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What is an "Ombudsman"?

An Ombudsman/Ombudsperson assists with the fair and expeditious resolution of complaints in an impartial, confidential and independent manner. Ombudsman seek informal resolutions to complaints using tools like mediation, negotiation and shuttle diplomacy. In some settings they conduct more formal investigations to determine whether a complaint is founded and may make recommendations to correct unfair situations, both in individual cases and to address systemic issues. In other settings Ombudsman help resolve complaints through advice, referral and discussion and by evaluating available options. Most ombudsman look for trends and patterns in complaints so they can identify and address potential systemic issues and seek system-wide improvements.
In Canada, ombudsman generally operate under three types of mandates:

  • Legislative ombudsman (sometimes called parliamentary or classical ombudsman or commissioners) are established by provincial or federal legislation and have strong powers of investigation and structural independence. [Example: provincial and territorial ombudsman, some federal ombudsman offices].

  • Organizational ombudsman are usually established by corporate policy or terms of reference of Charter and generally use only informal methods for assisting with the resolution of complaints. [Example: employee ombudsman for banks and some federal agencies].
  • Hybrid ombudsman are usually established by policy or terms of reference by both private and public sector organizations. They primarily use informal methods to resolve complaints but also have the power to investigate and the authority to publish annual and special reports. [ombudsman/ombudspersons in universities and colleges, banks, utilities].

The first Ombudsman role established in Canada was at Simon Fraser University located in Vancouver in 1965. The majority of provinces followed suit and by 1996 nine provinces and one territory had legislated Ombudsman offices in place for the purpose of administrative oversight. During this time period many universities, colleges, banks and various government departments and organizations also set up this unique and important role. It is important to recognize that in the first decade of the twenty-first century many new Ombudsman/person roles have been established by a wide variety of governments and private and public sector organizations.