- Ombudsman Program
The definition of Ombudsman for Realtors®
The Ombudsman Program in its simplest definition is informal telephone mediation. In some cases it can address and solve minor complaints from the public. It can also solve inter-Realtor® conflicts before they become serious problems. Like a mediator, an ombudsman helps parties find solutions.
WHAT IS THE MLBOR OMBUDSMAN PROGRAM?
Ombudsman Procedures adopted by the MOUNTAIN LAKES BOARD OF REALTORS® are intended to provide enhanced communications and initial problem-solving capacity to the professional standards process. MLBOR is charged with the responsibility of receiving and resolving ethics complaints, and hearing arbitration disputes filed against its’ members. An Ombudsman can respond to general questions regarding real estate practices, transaction details, ethical practices and enforcement issues.
HOW WILL I KNOW TO ASK FOR AN OMBUSDMAN?
Many complaints do not expressly allege violations of specific articles of the Realtor® Code of Ethics and may not concern conduct related to the Code. Some complaints are transactional, technical, and procedural questions that can be readily responded to. Some complaints are due strictly to lack of communication. These types of issues may be appropriate for the Ombudsman program.
WHAT ARE REALTOR® OMBUDSMAN BENEFITS?
You can receive non-judgmental real estate related information in a timely manner and at no cost.
WHAT THE OMBUDSMEN WILL NOT DO?
- Adjudicate/make the final decision;
- Give legal advice;Determine who is right or wrong;
- Disclose communications – Process is CONFIDENTIAL;
- Make any written record of discussions and/or agreements.
WHO ARE THE OMBUDSMEN?
REALTORS® appointed to be Ombudsmen must:
- Demonstrate objectivity;
- Possess extensive knowledge of the Realtor® Code of Ethics & Best Practices.
HOW DOES THE OMBUDSMAN PROCESS WORK?
The MLBOR Association Executive will assemble information to be sent to the MLBOR Ombudsman via e-mail. This information may include the following:
- Name, phone number and role of the complainant (that is, buyer, seller, broker, etc.)
- Name, phone number, and role of the respondent (that is, broker, principal broker, office manager.)
- Name of principal broker and/or managing broker, if the respondent is a broker.
The MLBOR Ombudsman will make all necessary contacts in an attempt to resolve the complaint. If the Ombudsman efforts are effective, there is no further action necessary. If the efforts are not successful in resolving the Complainant’s issues, the Ombudsman will advise the Complainant about the next step(s) in the complaint process.