(The ombudsman office) is seen as a way to address things constrictively. It acts as a balance to more formal, grievance-oriented or adjudicative kind of processes. |
Because we're not part of the 'formal system' and we have no other agenda, we are seen as credible and trustworthy. All we want to do is promote fair practices. |
Just having the opportunity to know that they can come in and speak openly, be very respectfully listened to, and get a very clear, forthright and reality-based response that very much factors in their interests. It's not just the party line, and that in and of itself is a weight off of people's shoulders. |