Ombudsman Dilemmas: Confidentiality, Neutrality, Testifying, Record-Keeping

An intra-institutional ombudsman is a person designated as a neutral or impartial dispute resolution practitioner, whose major function in this capacity is to provide confidential and informal assistance as a counsellor, shuttle diplomat, mediator, fact-finder, and agent for orderly systems change, and whose office is located outside ordinary line and staff structures.