Office of the Ombud
The Office of the Ombud at Stellenbosch University provides an independent channel for students, parents, and staff to address concerns that cannot be resolved satisfactorily through the University’s normal structures.
Defining ‘Ombud’
‘Ombud’ comes from the Nordic terms ombudsman, ombudsmann and ombudsmand, all of which mean ‘the citizens’ defender’. Over time, it has come to refer to a person who helps individuals or groups resolve conflicts or concerns.
The Office of the Ombud at Stellenbosch University is an independent, neutral and confidential space for people to discuss their issues relating to the University. The Ombud is an independent person appointed to facilitate the informal resolution of such concerns. This typically happens through discussion, mediation and recommendations. Having an Ombud’s Office benefits the University in many ways.
Where does the Ombud fit in?
The Ombud does not replace existing University structures; instead, the Ombud complements these structures. Therefore, complainants must first exhaust all prescribed University procedures before involving the Ombud. Only if their problem remains unresolved after a reasonable period has expired, complainants may turn to the Ombud. If the available channels have not been explored thoroughly, complainants will be referred back to those channels.
How to lodge a complaint
To submit a complaint or concern for the Ombud’s consideration, please complete and submit the Ombud intake form. Intake forms are also available from Ms Grace Bruintjies.
Email Ms Grace Bruintjies to make an appointment.
For urgent matters, email [email protected] or call 082 807 2994
Who may lodge a complaint or query with the Ombud?
Any Stellenbosch University employee, student, parent of a student, alumnus, visitor and service provider may approach the Ombud if:
- • they feel that they have been treated unfairly;
- • they are unsure which policies or procedures apply to their problem;
- • they are unsure how to resolve a complicated issue;
- • they need an impartial listener who will observe confidentiality;
- • they need a neutral mediator to resolve a problem;
- • they have a complaint, or wish to discuss a sensitive concern; and
- • they have exhausted all prescribed internal processes, but still feel dissatisfied with how the matter was handled.
Note, however, that the Office of the Ombud has sole discretion to decide whether or not to deal with a complaint or problem, and how.
How can the office of the Ombud help you?
The Office of the Ombud at Stellenbosch University may assist by:
- hearing concerns and helping to clarify them;
- providing a safe and confidential forum to voice problems;
- analysing the problem and identifying options;
- setting out the available channels;
- providing neutral advice while protecting confidentiality;
- expediting matters that have been unduly delayed;
- redirecting complainants to other offices better suited to mediate the issue;
- helping to identify underlying issues;
- exploring different solutions through both formal and informal channels;
- helping parties resolve disputes; and
- making recommendations for change.
What can the office of the Ombud not help you with?
It falls outside the ambit of the Ombud at Stellenbosch University to:
- make decisions on the University’s behalf;
- determine or overrule University policies or procedures;
- intervene if the complaint can be pursued as a grievance according to established University procedure;
- accept notifications on behalf of the University or any party;
- consider complaints that are already the subject of a lawsuit;
- give legal advice or provide psychological counselling;
- award compensation;
- represent any party;
- handle matters of a purely academic nature; and
- attend to patently vexatious or frivolous complaints.
The core principles guiding the Ombud’s work
The SU Ombud also adheres to the standards of practice and code of ethics of the International Ombudsman Association (IOA).
Independence and neutrality
Ensures separate operations from University structures.
Confidentiality
Never reveals identity without consent.
Objectivity and impartiality
Hears all parties’ views fairly and without bias.
Equality and fairness
Driven by fairness and equality.
Informality
No formal structures required.
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Respect
Upholds dignity of all parties.
Promptness and efficiency
Facilitates faster solutions.
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Is there any risk in consulting the Ombud?
No. The University guarantees that no one will suffer reprisal, discrimination or victimisation for seeking assistance from the Ombud. In terms of the South African Constitution, everyone is entitled to privacy, access to information, and just administrative action. The University and the Office of the Ombud respect these rights.