UniversidaddeCádiz

Shared spaces inevitably generate questions, misunderstandings and sometimes conflicts. This also occurs in the daily life of the university community. To address these situations, the University Ombudsperson’s Office exists—an independent body that safeguards the rights of members of the academic community and works mainly through listening, mediation and dialogue.

At the University of Cádiz, the office is headed by Ombudsperson Ana María Rodríguez Tirado, together with the deputy ombudspersons Paloma Gil-Olarte Márquez and Inés González Gutiérrez. In this interview, we learn more about the work carried out by a body that uses dialogue and mediation as essential tools to maintain coexistence within the university.

What role does the University Ombudsperson’s Office play within the University of Cádiz?

Although it is not a governing body nor a representative body, the Ombudsperson’s Office acts as an independent and confidential space for addressing issues that affect members of the university community. Its main mission is to ensure the protection of rights within the functioning of the university’s services, bodies and units.

In accordance with current regulations, the office also performs mediation, conciliation and advisory tasks. These activities are part of our daily work.

When a complaint reaches us, we analyse whether there may have been an infringement of rights. However, a large part of our work involves mediation and guidance. Many people come simply to be listened to. We offer time and attention that other administrative services, due to their dynamics, cannot always provide.

What kinds of issues usually reach the Ombudsperson’s Office?

The type of issues varies depending on the group involved.

Among students, concerns are usually related to teaching, assessment procedures or enrolment processes. In many cases, the office provides guidance on how to proceed within the university’s administrative framework, for example how to request a review of an exam or how to submit an appeal.

A significant part of the office’s activity therefore consists of procedural advice and guidance, helping members of the university community understand the appropriate channels to resolve their concerns.

How are these cases managed?

Mediation, conciliation and advisory support are the main tools used by the Ombudsperson’s Office. Simpler cases, particularly those involving procedural guidance, are usually handled directly by the office team.

More complex cases are analysed collectively. When interpersonal conflicts arise, two members of the office may intervene in order to incorporate different perspectives.

In certain situations, the office also collaborates with other university units such as personnel services, vice-rectorates, the General Secretariat or legal advisory services.

Does the Ombudsperson have the authority to impose decisions?

No. The Ombudsperson does not have the authority to impose binding decisions. However, this limitation reinforces the office’s independence.

The role of the Ombudsperson’s Office is to analyse each case objectively and, when appropriate, issue recommendations or suggestions aimed at improving procedures or helping to resolve conflicts.

In many cases, these recommendations are taken into account, especially when they are supported by well-reasoned reports.

How many cases does the Ombudsperson’s Office handle each year?

In the most recent academic year, the office dealt with around 190 cases. Considering that the university community includes approximately 25,000 people, this figure can be interpreted in different ways: either the institution generally functions well and only a limited number of issues require mediation, or some members of the community are still unaware of the service.

Increasing visibility, particularly among students, therefore remains one of the main challenges.

What message would you like to convey to the university community?

The Ombudsperson’s Office is available to all members of the university community.

Some students may feel hesitant about approaching the office when conflicts involve teaching staff or institutional procedures. However, its regulations guarantee confidentiality and impartiality.

We cannot always provide the solution that someone expects, but we can always offer listening, guidance and help to identify the most appropriate path forward. From a neutral position, it is often easier to find solutions than when one is immersed in the conflict itself.