Ombudsman Service

 

This is an informal approach in an effort to resolve a dispute between two parties. 

NOTHING is in writing, no records are kept and it is completely voluntary. 

You can speak to the Monmouth Ocean Regional REALTORS® Ombudsman, Christopher Lopez by calling 732-918-1340 x133.

Find out MORR’s Ombudsman Services

What is the role of the Ombudsman?

Most importantly, the Ombudsman listens to the complainant. After that, with the complainant’s approval the Ombudsman contacts the respondent via phone to explain the situation and the expectations of the complainant. Very often a resolution is reached and both parties have a better understanding of miscommunication. The matter is put to rest. If the matter is more complicated, or the parties simply cannot agree on a settlement, it will be recommended at that time, to file a formal written complaint. 

What are the Benefits of Utilizing an Ombudsman and How Do I Obtain One?

The benefit of doing so, is the simplicity of an informal communication.  This will facilitate a conversation in hopes of a resolution.

Our Professional Standards Manager Chris Lopez handles our Ombudsman Services.  You can contact Chris at 732-918-1340 x133 at [email protected]

How Long Will This Process Take?

Most often, this type of complaint can be resolved quickly. Since there is no formal written complaint, it is typically addressed as the call comes in. This process is done completely by phone and no records are kept.

What Kind of Disputes Can Go Through?

Almost any misunderstanding can be resolved through communication.  Ethics concerns can be addressed as well as minor commission disputes. If all parties are open to discussion, anything is possible. Should this not result in an amicable agreement, there are other options. The Mediation and Professional Standards Committees have alternative tools to work through these types of disagreements.

Is the Ombudsman Process Confidential?

Since this process is informal and no written record is kept, this would be the best option to ensure confidentiality. (Once the process escalates and becomes a formal complaint, the records are kept for 5-7 years. Under MORR’s current policy, neither complaints nor sanctions are published and only available to the members of the hearing panel, to the parties, to counsel and staff as required by the NAR Code of Ethics and Arbitration Manual.)

What an Ombudsman CANNOT do:

An Ombudsman cannot compel a respondent to participate nor can they impose a sanction of any kind. The purpose of this service is to encourage communications between two parties to resolve a situation with an amicable outcome for all involved.