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The Ombud has for long served as an independent channel through which people can seek help.

At Stellenbosch University (SU), the Office of the Ombud is an independent, neutral and confidential space for people to discuss their issues and concerns related to the University.

Students, parents of students, or staff can bring forward problems and complaints to the Ombud to be resolved that the existing University structures are unable to deal with satisfactorily.

The SU Ombud, Adv Rina Meyer, is an independent person appointed to facilitate the informal resolution of concerns regarding the University. Meyer shares more insight to the work her office does at SU.

1.            What is the role of the Ombud at Stellenbosch University?

The SU Ombud acts totally independently and does not form part of the SU structures. The Office of the Ombud is a channel through which appropriate attention can be given to all problems and complaints from the University community that the existing SU structures are unable to deal with satisfactorily. The Ombud does not replace these structures – therefore, complainants must exhaust the normal SU procedures before involving the Ombud. Only if their problem remains unresolved after a reasonable period has expired, or if it is extremely urgent, complainants may turn to the Ombud. If the available channels have not been explored thoroughly, the Ombud will refer complainants back to those channels.

How can the Office of the Ombud help people?

The Ombud provides confidential, informal, independent and impartial assistance to individuals through dispute resolution and problem-solving methods such as mediation, facilitation and shuttle diplomacy. Visitors who wish to discuss matters relating to the University in confidence and seek independent guidance may find a place to speak freely. Those who want to report or discuss sensitive concerns confidentially are also encouraged to visit the Office of the Ombud. 

Why is it important for a university to have an Ombud?

The Ombud is helpful to complainants but also to University leaders as the Ombuds's orientation is toward "fair process". The Ombud can also inform the University about issues or “hotspots" of which they ought to be aware, and the possible implications of those issues. Furthermore, the Ombud can identify serious potential problems that may be unforeseen or downplayed by management or employees. The Ombud may convey trends, systemic problems and organisational issues to high-level leaders and executives. The Ombud does not advocate for individuals, groups or entities, but rather for the principles of fairness and equity.

Who can lodge a complaint or query with the Ombud?

The purpose of the Ombud is to provide an approachable, independent office that is available to all SU students, prospective students, students' parents, employees and former employees, alumni, visitors and service providers of Stellenbosch University or institutions who want to take action against the University under certain circumstances. In that manner, the Ombud can appropriately articulate the concerns of those whose voices often go unheard.

What are the nature of the complaints or queries that people can lodge?

Complaints may be lodged in the following circumstances, namely where persons referred to above:

• Feel that they have been treated unfairly by or within the University.
• Need advice to solve a complicated problem regarding the University.
• Have a complaint, issue or problem that could not be addressed or resolved internally.
• Need an impartial listener who will keep any sensitive University-related matter that they may raise, confidential.
• Need a neutral mediator to assist in solving a dispute within the University.
• Require help to expedite a matter that is delayed unnecessarily by the University. 

Can a person remain anonymous if they contact the Office of the Ombud?

The Ombud holds all communications with those seeking assistance in strict confidence. The Ombud does not reveal, and cannot be required to reveal, the identity of any individual contacting the Ombud Office, without that individual's express permission, and only to the extent of that permission. The only exceptions to this rule are situations of apparent immediate danger of serious harm and when a legal duty applies. The campus community should note that consulting with the Ombud would in no way place them at a risk. The University guarantees that no one will suffer reprisal, discrimination or victimisation for seeking assistance from the Ombud.

What can the Ombud not help with?

The Ombud cannot help with the following:

• Make decisions on behalf of the University.
• Make or overrule University policies or established procedures (though the Ombud may comment on or recommend change, or do both, regarding these areas).
• 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.
• Act as representative for any party.
• Handle purely academic matters.
• Attend to patently vexatious or frivolous complaints.

How can you lodge a complaint or query with the office of the Ombud?

To submit a complaint or concern for the Ombud's consideration, complete and submit the complaints form, which is available on the website www.sun.ac.za/ombudsman. The form is also available from the administrative officer of the Ombud Office and Mrs Grace Bruintjies can be contacted for appointments at graceb@sun.ac.za. Urgent matters may be reported at ombudsman@sun.ac.za.

As a means of protecting and hiding the identities of complainants, the Office of the Ombud has been strategically located off campus on Ryneveld Street to minimise any possibility of being noticed.