Goals
- facilitate the protection and restoration of the violated rights and legitimate interests of employees and students;
- promote the constructive resolution of conflicts and labor disputes;
- provide a neutral platform for open dialogue and the pursuit of fair, constructive, and feasible solutions.
Tasks
- consider appeals from employees and students concerning actions (inaction) of employees, as well as decisions (acts) of officials;
- facilitate the resolution of conflicts (disputes) at an early stage, before they are referred to law enforcement or judicial authorities;
- facilitate the restoration of the violated rights of employees and students;
- make recommendations to officials of the Company on the resolution of conflicts (disputes) based on the appeals received.
Principles of Activity
Independence
The Ombudsman independently and objectively considers appeals without interference that could influence the Ombudsman’s position.
Neutrality
The Ombudsman maintains a neutral position and facilitates the search for a solution that takes into account the interests of all parties involved in the situation.
Impartiality
When considering appeals, the Ombudsman objectively assesses the circumstances without showing preference to either party.
Confidentiality
Information obtained in the course of considering an appeal shall not be disclosed, except in cases provided for by law and established rules.
Informality
Submitting an appeal to the Ombudsman does not require compliance with complex formal procedures and is primarily aimed at dialogue, conflict prevention, and finding a mutually acceptable solution.
Procedure for Contacting the Ombudsman
An appeal to the Ombudsman shall be submitted exclusively in written form:
- in person;
- by email: ombudsman@shokan.edu.kz
The appeal must include:
- the applicant’s full name (surname, first name, patronymic, if applicable);
- contact details for receiving a response;
- a brief and specific description of the matter;
- the circumstances in which the situation arose;
- information about the actions (inaction) of employees or decisions of officials, where the appeal concerns a violation of rights or the occurrence of a conflict situation;
- any measures previously taken by the applicant, if applicable.
Where necessary, documents and other materials confirming the circumstances described may be attached to the appeal.
The appeal must contain accurate information and provide sufficient details to identify the matter raised.
Where necessary, the Ombudsman may request additional information or documents from the applicant that are required to consider the appeal.
