Activities and Principles

The Ombudsman of Palacký University Olomouc is dedicated to promoting a fair, safe, and respectful environment at the university. The Ombudsman’s primary responsibility is to address complaints submitted by students, employees, and other individuals in similar positions. The Ombudsman independently assesses and investigates these complaints by collecting relevant data and conducting interviews with the parties involved. If the situation does not warrant an independent investigation, the Ombudsman provides guidance and helps explore other possible solutions.

An important part of the Ombudsman’s work is also to promote the amicable resolution of disputes and conflict situations. At the request of the parties involved, or at the initiative of their supervisor, the Ombudsman may intervene in situations where the goal is to restore communication, prevent the escalation of conflict, and find an acceptable solution for all parties. In doing so, the Ombudsman does not act as a decision-making authority, but as a mediator and impartial intermediary.

In addition to working on individual cases, the Ombudsman also contributes to the development of the university environment based on the values of diversity, equality, and inclusion. The Ombudsman prepares analyses, proposals for systemic changes, and recommendations, which are submitted to the university administration and its constituent units. Department heads may also contact the Ombudsman with suggestions and requests for methodological guidance.

Their activities also include providing methodological support to faculty student ombudsmen, educational activities in the areas of equal treatment, discrimination, and the prevention of inappropriate behaviour, as well as regular reporting on their activities.

The Ombudsman is not an executive office; they do not rule on the rights and obligations of individuals and do not replace the functions of other university bodies. For this reason:

• they do not rule on academic obligations or academic performance,
• they do not rule on labour disputes or impose sanctions,
• they do not replace UP’s disciplinary, ethical, or other decision-making bodies,
• they do not represent any party to a dispute or provide legal representation.

In cases that fall outside their jurisdiction, the Ombudsman can help you understand your options for further action and refer you to the appropriate university office or body.

In carrying out their duties, the Ombudsman adheres to the following principles, which are based on the practices of ombudsmen in organisations and academic institutions and are promoted by the IOA (International Ombuds Association) and ENOHE (European Network of Ombuds in Higher Education):

• Confidentiality. Confidentiality is absolutely essential for encouraging complainants to address a problem, especially if they lack trust in specific individuals in decision-making positions or in the system as a whole, which may be related to the hierarchical nature of the university as an institution. Confidentiality also includes the whistleblower’s right to choose and influence the selected resolution process (except in situations where the law is being violated). The Ombudsman’s role is also to find ways to combine confidentiality with effectiveness — that is, how to initiate an investigation in each individual case while maintaining the highest possible degree of anonymity. This principle is also linked to the careful handling of information obtained and the storage of data.
   
• Informality. The Ombudsman’s role is to lower barriers to access and facilitate face-to-face meetings with individuals who come forward with a complaint or simply to consult on their situation. The foundation is empathy and active listening — that is, conducting the conversation in such a way that the person does not feel as though they are being interrogated. It is also important to respect the way in which the complainant communicates and makes decisions, even if it does not fully align with the Ombudsman’s views. Especially in the case of longer-term cooperation, this supports the empowerment of the complainant, that is, supporting the individual’s own decision-making when weighing alternatives.
   
• Impartiality. During investigations, it is necessary to remain open to statements from other parties, including information and perspectives from the person against whom the complaint is directed (the designated person). In their assessment and decision-making, the Ombudsman must exercise a high degree of self-reflection, that is, be aware of the limitations associated with their own personal preferences and interests. The goal is not to act as an advocate for one party, but rather as a supporter of fair processes — which is well captured by the term “multipartiality”: the Ombudsman seeks the benefit of all and, thereby, the long-term sustainability of the recommended measures. Where possible, the Ombudsman offers or facilitates mediation not only as a means of reaching an agreement, but primarily as a form of dialogue among the parties involved, enabling a better understanding of the other side and greater confidence in one’s own decision-making.
   
• Independence. The Ombudsman maintains a high degree of personal and professional integrity and is not influenced in their investigation by the parties to the dispute or by any third party. This principle is also linked to the position’s anchoring within the university environment itself, as it stands outside the hierarchical structure and reports directly to the UP Rector. While the Ombudsman is accountable to the Rector for their activities, the Rector cannot influence the Ombudsman during an ongoing investigation or dictate how the Ombudsman should formulate their recommendations.
   
• Transparency and accountability. Although the default setting requires maintaining the confidentiality of the process in accordance with the wishes of the person filing the complaint, in a broader context the Ombudsman should inform the academic community about the nature of complaints, particularly those related to the need for systemic measures. For this reason, the Ombudsman reports both to UP management and to the broader academic community.