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The term "ombudsman" refers to an official appointed to investigate complaints against businesses or governments. The role originated in Sweden in 1809 and has since been adopted by many countries. An ombudsman typically operates independently and impartially, acting as a bridge between citizens and institutions. Their primary function is to resolve disputes through investigation, mediation, and recommendation.

Ombudsman offices handle a wide range of issues, including administrative errors, unfair treatment, and breaches of regulations. They do not have the power to overturn decisions but can make recommendations for redress, such as compensation or changes in policy. The process usually begins with a formal complaint submitted by an individual or group. The ombudsman then investigates the complaint, gathering evidence and speaking with relevant parties.

The effectiveness of an ombudsman system relies on its independence, accessibility, and the willingness of the investigated bodies to comply with its recommendations. Different countries have varying structures and scopes for their ombudsman services, with some focusing on specific sectors like banking or healthcare, while others have a broader mandate. The core principle remains the same: to provide an accessible and fair mechanism for addressing grievances.