Our Ombudsman Ombudsman FAQs

It's best to think of the Ombudsman as a last resort. We will try to help when other approaches have failed. If you have a complaint, first calmly discuss it with the person involved. In many cases, this action can resolve the problem or help you better understand the issue. When you have made a reasonable effort to resolve your problem through normal processes and it still is not resolved then contact the Ombudsman.

No, it does not. For OPM employees, you may work with our Office. You will be provided a current Acknowledgement Form for your signature which contains the timeframes you must meet to protect your rights.

An Ombudsman resolves disputes from a neutral, independent viewpoint. The Office of Personnel Management's (OPM) Ombudsman will informally conduct impartial fact-finding about your complaints or concerns, and ensure the agency is meeting its quality and timeliness standards, or as appropriate in certain individual cases, seek to bring about a mutually agreeable resolution. We will often recommend solutions, but we don't have the authority to impose or reverse decisions.

• An Ombudsman is a neutral, independent and confidential resource that allows customers and employees to resolve disputes from a neutral, independent viewpoint.
• The Ombudsman remains free from control or interference of any OPM employee in carrying out their duties.
• The Ombudsman encourages open and effective communication between and among all OPM managers and employees, and our customers to discuss and resolve issues affecting OPM.
• The Ombudsman maintains the confidentiality of dispute resolution communications made by employees, including managers and supervisors, unless the party making the disclosure consents to disclosure or as required by law.
• The Ombudsman will consider all sides in an impartial and objective way.
• The Ombudsman will help develop fair solutions to complex and difficult problems.
• The Ombudsman will help raise and resolve issues of concern or complaints regarding the Agency meeting courtesy, service, and timeliness standards.

No, it does not. For OPM employees, during the informal process you may work with our Office up until a formal complaint is filed. You will be provided a current Acknowledgement Form for your signature which contains the timeframes you must meet to protect your rights.

An Ombudsman is a neutral party who confidentially, neutrally and independently prevents or resolves problems, complaints or issues brought to him/her by individuals or groups and brings about systemic change where needed. The title 'Ombuds' is often used as a gender-neutral substitute for 'Ombudsman'.

We will treat you respectfully and courteously by listening to you. We will work with you to determine the best method of timely resolving your request for assistance and keep you informed of our progress.

There is no time limit for bringing an issue (s) to the Ombudsman. However, if you are a Federal employee and the matter you are bringing to OPM’s Ombudsman is covered by statutory, regulatory and/or administrative time frames, those timeframes do not stop because you have sought the help of the Ombudsman.

There is no cost for using the Ombudsman's Office.

The Ombudsman keeps aggregate statistics of general categories and subcategories of requests for assistance. Our Charter provides for an annual report to be provided to the OPM Director with statistics, any identified systemic concerns, trends, or suggested areas of improvement.

• The Ombudsman will not be your advocate.
• The Ombudsman will not automatically take your side in a complaint.
• The Ombudsman is not a deciding official.
• The Ombudsman will not direct a certain action be taken.
• The Ombudsman will not replace the appeal (statutory, regulatory and/or administrative) process for such actions as adjudication of retirement, court-ordered benefit cases, disputed health insurance claims, etc.

The Ombudsman's office does not have the authority to direct the resolution of issues; however, through facilitated interaction of the parties it is hopeful that a satisfactory resolution can occur.

Yes, you may. We will ask you to put in e-mail, or in writing to be faxed to us, your authorization to let us interact with someone other than yourself about your matter. You will need to designate someone by name, and provide their telephone number, address, and possibly their e-mail address, and relationship to you.

No, however, the Ombudsman’s office is available for informal attempts at dispute resolution. There may be some limited circumstances during which an appeal is being pursued through the regulatory/statutory process the Ombudsman’s office can help resolve the issue. Generally speaking, if there is a statutory and/or regulatory process available that process needs to be used and those timeframes must be met.