What Is an Ombudsperson?

An ombudsperson, sometimes called ombuds or ombudsman, is an independent and impartial person at a college or university who helps students and others resolve concerns, complaints and conflicts. They are not an advocate for either side. Their role is to listen, explain policies, outline options and, where possible, help find a fair resolution.

What an ombudsperson does

• Listens confidentially to concerns about academic, administrative or interpersonal problems.
• Explains policies and procedures, and helps you understand where to go.
• Helps you consider options, from informal conversation to formal complaints.
• Mediates or facilitates discussions between parties when appropriate.
• Looks into issues informally, by asking questions and seeking information.
• Identifies patterns and recommends improvements to policies and practices.

What they cannot do

Ombuds typically do not make binding decisions, overturn grades, impose discipline or give legal advice. They do not represent you in formal hearings. Their authority comes from independence and credibility. Contacting them also does not usually count as formal notice to the university, so deadlines for formal complaints and appeals still apply.

Confidentiality

Most ombuds offices follow professional standards of independence, impartiality, confidentiality and informality. Information is kept private, with exceptions, such as imminent risk of serious harm. Ask about confidentiality before you share details, especially if your issue relates to misconduct that the university has a duty to report.

When to use the service

• Grade or assessment disputes where you have used departmental processes and are stuck.
• Conflicts with supervisors or instructors.
• Concerns about fairness, such as unequal treatment.
• Academic misconduct allegations where you need to understand the process.
• Problems with administrative offices.
• Uncertainty about which office to approach.

Outside the university

Some countries have external ombudspersons for higher education, such as the Office of the Independent Adjudicator in England and Wales, which reviews student complaints after internal procedures are complete.

Related terms

See academic dismissal, mitigating circumstances, honor code and registrar.