A VADR CPD Zoom event on Tuesday 16 September 2025 featured a one-hour presentation by Sue Ackerly on her work as an organisational ombudsperson.
In this session, Sue explained the role of an organisational ombudsperson: a confidential, impartial and independent resource that empowers employees to navigate workplace challenges constructively. According to the International Ombuds Association, ombuds programs foster conflict competence, surface systemic issues, and promote a culture of trust and inclusion.
For ADR professionals, the ombuds role complements formal mechanisms by reducing the volume and cost of grievances, accelerating resolution timelines, and enhancing organisational resilience. By offering a zero-barrier space for dialogue and coaching, ombuds help individuals to voice concerns early on, minimising formal escalation and litigation. Their presence also signals a commitment to fairness, transparency and continuous improvement across all levels of an organisation.
About the Speaker
Sue Ackerly is a registered psychologist, an accredited mediator, a conflict coach and an experienced facilitator of conflict resolution, change management, strategic planning, team development, and mental health and wellbeing initiatives.
Sue currently consults as an organisational ombudsperson to The Global Fund to fight HIV, Malaria and Tuberculosis, having held similar positions for the Victorian state government. In these roles, she provides confidential, individual support to employees with workplace issues or concerns, preparing them for conversations they may find difficult, mediating as needed, and making recommendations to the organisation to address systemic issues and to improve engagement with change.
