Review of the Ombudsman and Mediation function in the United Nations system organizations (JIU/REP/2025/5 and JIU/REP/2025/5 (Expanded report))

The Joint Inspection Unit (JIU) is pleased to announce the release of its report on the ombudsman and mediation function in the United Nations system organizations, prepared by Inspector Gönke Roscher. The review provides a system-wide, comparative, and independent assessment of the function across all 28 JIU participating organizations.

As part of the cluster of reports addressing oversight, integrity, and accountability, the review examines the current state of the ombudsman and mediation function, assesses progress made since 2015 and identifies good practices and areas for improvement.

The ombudsman and mediation function, with its mandate for informal conflict resolution, is a key component of the system of administration of justice and complements its formal part. It provides confidential, impartial, and independent services to the personnel of United Nations system organizations to address workplace-related concerns and supports early resolution of employment-related disputes. Furthermore, through its activities, the function identifies systemic issues and promotes trust and engagement of the workforce. Another important element of its work are outreach and awareness raising and the fostering of organizational culture.

The mandate and responsibilities of the ombudsman and mediation function, its organizational set-up, constituting policy framework, level of independence, capacity and availability of resources, overall activities and performance were assessed.  Two outputs were produced: the main report, presenting the principal findings, conclusions, and recommendations in the six official United Nations languages, and an expanded report providing more detailed analysis, supporting information and annexes.

The review found that, since 2015, organizations have made measurable progress in strengthening the ombudsman and mediation function. Developments include the establishment of three additional internal stand-alone offices, the introduction of shared-service models and other alternative arrangements, continued professionalization of the function and increased recognition of its contribution to informal conflict resolution and workplace culture. The creation of the Network of United Nations System Ombudsman and Mediators has further supported the harmonization of practices and enhanced system-wide coherence.

At the same time, significant gaps remain. Many organizations have not updated the terms of reference of the function while regular reporting to governing bodies remains inconsistent, and access to in-person services for personnel based outside headquarters is still limited. Other deficiencies relate to an insufficient degree of institutional and operational independence, inadequate capacity and resourcing, and inconsistent awareness of the function in the organizations.

The report underscores the significant added value of the ombudsman and mediation function for early and informal conflict resolution. Data demonstrates that most conflicts are resolved informally, thus reducing the number of cases proceeding to litigation and the related cost. These findings do not only confirm the critical role of the function as informal part of the system of administration of justice, it gives also evidence of its important contribution to a more efficient and effective functioning of organizations.

The JIU concludes that further strengthening of the ombudsman and mediation function is essential to reinforce accountability and integrity of the United Nations system and promote a respectful and harmonious working environment. Improved safeguards of independence, clearly defined mandates and responsibilities, adequate capacity and resources would enable the function to more effectively carrying out its role, especially in times when organizations are facing serious financial and other challenges.

The JIU makes eight formal recommendations: seven to the executive heads of the participating organizations and one to the executive boards of UNDP, UNFPA, UNICEF, UNOPS and UN-Women. The formal recommendations are complemented by 18 informal recommendations aimed at strengthening the ombudsman and mediation function. These focus on updating references to informal conflict resolution in the policy framework of the internal justice system, improving access and service coverage for personnel; establishing stand-alone functions where they do not exist; enhancing and ensuring independence and supervisory arrangements; improving reporting practices, including to governing bodies; allowing access of the functions’ heads to senior leadership; and strengthening approaches to performance assessment.

Read more:

Access the report here

Access the expanded report here

Access the review highlights here