Operating Charter

  1. Independence
  2. Neutrality and Impartiality
  3. Confidentiality
  4. Informality
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The OCP Group Ombudsman office endowers are guided by one core value: Respect of stakeholders. Considering this unchanging principle, all the relevant stakeholders, and regardless to their intrinsic specificities, are equally entitled to the same treatment by the Ombudsman and team thereof. Their eligible grievances must be dealt rigorously and seriously.

The OCP Group’s Ombudsman services are accessible to all external stakeholders in compliance with the eligibility rules. The Ombudsman and his team are committed to:

  • Disclose and make public all general information concerning its prerogatives, its methodology and relevant operational processes.
  • Guarantee staff availability and accessibility ;
  • Mobilize the necessary means and resources to carry their mission and responsibilities ;
  • Deal with the claims with effectiveness and within reasonable deadlines.

In carrying its mission, the Ombudsman Office acts in compliance with international standards and best practices as per the International Ombudsman Association terms and values: