Frequently Asked Questions

What is an ombudsperson?
An ombudsperson:
- acts as an independent, objective investigator of people's complaints against government agencies and other organizations, both in the public and private sectors,
- thoroughly investigates complaints in an impartial and objective manner to decide if the complaint is justified, then makes recommendations to resolve the problem,
- helps individuals solve problems informally,
- facilitates discussions between parties,
- refers individuals to the appropriate resources to resolve problems,
- acts as a source of information and/or aids in interpreting Mount Royal University policies, regulations and procedures, and
- helps to identify problems and weaknesses in institutional policy and practice.

Who does the Ombudsperson at Mount Royal help?
The Office of the Ombudsperson can assist any member of the Mount Royal community, including students, faculty and staff.

How can the Ombudsperson at Mount Royal help me?
The Ombudsperson is appointed to assist Mount Royal staff, faculty and students with problems or concerns that may hinder their professional, academic or personal lives. The assistance may be an impartial review and recommendation, an informal investigation, an interpretation of policy or a beneficial referral.

Is what I tell the Ombudsperson confidential?
Yes. All matters are confidential. The Office of the Ombudsperson will only make inquiries on your behalf with your consent. Furthermore, to preserve your confidentiality, the Ombudsperson can meet you at a location other than the Office of the Ombudsperson. Telephone meetings also can be arranged.

Do I have to book an appointment to see the Ombudsperson?
While drop-ins are welcome, booking an appointment is advised to reduce wait time.

Will speaking with the Ombudsperson damage my relationships at Mount Royal?
No. You should not be worried that making a complaint will affect your grades or relationships. The Ombudsperson strives to open channels of communication so that effective means of addressing and resolving issues can be found before a situation reaches the formal action stage.

If the Ombudsperson at Mount Royal does not work for the administration or the employees, who funds the office?
The Ombudsperson is paid by Mount Royal to be informal, impartial and neutral in the resolution of problems.

Can I talk to the Ombudsperson about personal issues?
Yes. The Ombudsperson is always open to listening and helping you to see any personal or professional issues or problems more clearly. The primary objective is to help you find the appropriate person or channel to resolve an issue.

Why does Mount Royal have an Office of the Ombudsperson?
The health, wellness and success of students, staff and faculty is a priority for Mount Royal. This service ensures that concerns of Mount Royal community members are addressed by a process and resolved in a timely fashion. It also promotes a constructive approach to conflict resolution and provides a user-friendly source of information about policies, rights and opportunities to correct the situation.

What qualifications do you need to be an ombudsperson?
Ombudspersons come from a range of career backgrounds, including law, social work, academic disciplines, student services and other areas. Currently, there is no standard credential. However, ombudspersons must be good listeners, have exceptional analytical skills and a dedicated sense of fairness.

How did the role of Ombudsperson come to be?
The first ombudsman was appointed by the Parliament of Sweden in 1809. The word ‘ombudsman’ was defined as ‘citizen's defender’. It was the job of the ombudsman to protect individual citizens against the excesses of bureaucracy, and this root meaning continues today in public sector ombudsperson offices.
Source: The Association of Canadian College and University Ombudspersons.