How Does the Ombudsman Process Work?
Once the designated LIBOR staff receives a request for Ombudsman, the information will be sent to a LIBOR Ombudsman. The Ombudsman will make all necessary contact with the parties in an attempt to resolve the complaint. If the efforts are not successful, the Ombudsman will advise the complainant about the next steps in the complaint process should the complainant wish to file a formal Code of Ethics complaint.
What Does the Ombudsman Do?
Ombudsman suggest or explore options, approaches and utilize available resources to resolve disputes. They assist in addressing problems/concerns in a manner that meets the needs of both the REALTOR® member and the consumer or other party. Ombudsman do not advocate for either party nor will they be deciding who is “right” or “wrong”. Instead, they assist the parties to obtain clarity on the rules or issues and recommend possible options to resolve the problem without a more formal complaint.
How Long Will This Process Take?
Disputes can often be resolved through the Ombudsman process in as little as a few hours or days, depending on the availability of the Ombudsman and the parties.
Is the Ombudsman Process Confidential?
Yes. Allegations, discussions, and decisions made in ombudsman proceedings are confidential and may not be reported or published by LIBOR, any member of a tribunal (including the Ombudsman), or any party under any circumstances, except those established in the Code of Ethics and Arbitration Manual.
What happens if a Party Does Not Abide by the Agreed Upon Resolution?
Failure or refusal of a member to comply with the terms of a mutually agreed upon resolution will entitle the complaining party to resubmit the original complaint or, where a formal complaint had not been filed, to file an ethics complaint. The time the matter was originally brought to LIBOR’s attention, whether through the Ombudsman program or a formal complaint, will be considered the “filing date” for purposes of determining whether an ethics complaint is timely filed.