At the start of a new academic year, many students are still discovering the resources available to support them. One of the lesser-known resources on campus is the Office of the Ombudsperson. So, what exactly is an ombudsperson, and why does this role matter in a university setting?
A Brief History of Ombuds Work in Canadian Higher Education
The first university ombudsperson in North America was appointed at Simon Fraser University in 1965, inspired by the legislative ombuds model from Sweden. Since then, Ombuds Offices have been established across Canadian post-secondary institutions, often driven by student advocacy and a desire for fair, transparent processes. Today, the Association of Canadian College and University Ombudspersons (ACCUO) supports this work nationally, promoting fairness, equity, and accountability in higher education.
What Does the Ombuds Office Do?
The Ombuds Office is an independent, impartial, and confidential resource that helps students navigate university policies, resolve concerns, and understand their rights and responsibilities. Unlike advocates, ombudspersons do not take sides. Instead, they promote fairness — in process, decision-making, and service — using tools like the Fairness Triangle to assess whether institutional actions meet standards of procedural, relational, and substantive fairness.
At the University of Waterloo, the Office is a space where students can ask questions, raise concerns, and explore options without fear of judgment or retaliation. Whether it’s a misunderstanding about academic policy or a complex interpersonal conflict, the Office helps clarify processes and empower students to make informed decisions.
Driving Institutional Change
Ombudspersons don’t just support individuals — they also help institutions improve. Through annual reports, policy reviews, and trend analysis, Ombuds Offices identify systemic issues and recommend changes that enhance fairness and transparency. Over time, this work contributes to a more equitable campus culture and strengthens trust between students and the university.
As the Ombuds Office at the University of Waterloo continues to grow, we remain committed to fostering fairness, listening deeply, and helping students see their path forward — clearly.
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References
- Association of Canadian College and University Ombudspersons (ACCUO). (n.d.). Retrieved from https://www.accuo.ca/
- Simon Fraser University Ombuds Office. (n.d.). History of the Ombuds Office. Retrieved from https://www.sfu.ca/ombudsperson.html
- Rowat, D. C. (1995). The Ombudsman Plan: The Worldwide Spread of an Idea. University of Iowa Press.