Frequently Asked Questions

What is an Ombudsman?

An Ombudsman provides CONFIDENTIAL and off-the-record assistance to Associates, to help resolve any workplace matter.  As a designated NEUTRAL resource, Mars’ Ombudsman doesn’t take sides and isn’t an advocate for any Associate or the company.  

The Ombudsman’s services are available to all Associates, regardless of role, location or tenure.

Why does Mars have an Ombudsman?

Mars has always recognized that along with our brands, Associates are our most important asset. That’s why over 20 years ago Mars created the Ombudsman Program as an alternative channel of communication to complement, not replace, formal resolution channels like Line Managers and P&O.  At the core of the Program, the Ombudsman provides:

• A channel for Associates to discuss matters informally, without being “on the record”.  The Ombudsman is a trusted resource to provide feedback on issues that frustrate you but you’re not comfortable reporting directly yourself, or issues which, despite your best efforts or the efforts of others, weren’t addressed effectively or resolved appropriately from your point of view.
• An opportunity for the business to understand issues impacting Associates and identify ways to improve. The Ombudsman does not keep records detailing any direct Associate contacts, but they do capture general statistical data and trends in the types of issues raised across the business. This information is categorized and shared with the Office of the President and senior management for the purpose of finding ways to improve Mars’ way of doing business.

What training or background do Mars’ Ombudsman have? 

To be considered for an available role as Ombudsman, a candidate must: 

• Be trustworthy and have a reputation for honesty and integrity. 
• Have been working within Mars for a significant number of years (>10 years) and ideally across a diverse number of sites / segments so they are familiar with our culture and way of doing things. 
• Be able to comfortably work with Associates at all levels.
• Speak more than one language.

Once selected, each new Ombudsman receives specialized training to execute the role most effectively. Training includes participating in courses that focus on active listening, conflict resolution and mediation and maintaining an Ombudsman office. In addition, each new Ombudsman is mentored by an existing Ombudsman. As part of their onboarding the new Ombudsman shadows their mentor for a period of three to six months. 

The Ombudsman profession continues to change and evolve into being more of a proactive agent of change.  To remain ahead of the curve, all Mars’ Ombudsman are expected to continue developing their skill levels through further training, reading case studies and attending applicable conferences, in addition to achieving the Ombudsman professional standards certification (Certified Organizational Ombudsman Practitioner (CO-OP).

Who does the Ombudsman report to? 

Mars’ Ombudsman is INDEPENDENT, and isn’t a member of any segment, business unit or function.  Reporting directly to the Office of the President, the Ombudsman has the freedom to talk to any Associate regardless of their role or reporting structure, and the ability to elevate important issues quickly and directly to the highest level of the company.

What types of issues or concerns can I take to the Ombudsman?

The Ombudsman can help you think through any work-related matter.  Unsure whether your issue is appropriate to bring to an Ombudsman?  Contact an Ombudsman to decide together the best available resource to support you.

You may want to contact the Ombudsman if you: 

• Are uncertain about how to manage a difficult situation
• Are concerned about fairness or equity in the workplace
• Could benefit from a neutral sounding board to help evaluate options
• Need help preparing for a crucial conversation
• Are interested in exploring professional development opportunities within the company
• Want to speak with someone who has years of Mars experience and can help you navigate effectively within the business
• Witness behavior that is not in line with The Five Principles
• Need someone to listen

How do the Ombudsman’s services differ from P&O?

The Ombudsman and P&O are resources available to you, if you need to discuss a workplace matter. But there are some important differences you should be aware of when considering who to contact: 

The Ombudsman is NEUTRAL and impartial; P&O is an Associate advocate.  
The Ombudsman role is to remain impartial, not taking the side of either the Associate or the Company – their interest is in ensuring that company policies, practices and procedures have been followed fairly and in line with The Five Principles and Associate Concept. 

The Ombudsman is a confidential, off-the-record resource; P&O is required to maintain records detailing discussions with Associates.
When speaking with an Ombudsman, there is a commitment that no information or personally identifying records will be kept. While a case is ‘active’, the Ombudsman may keep minimal notes to help recall the issues, but once a case is closed all notes are destroyed.

The Ombudsman can facilitate informal enquiries; P&O conducts formal investigations.
The Ombudsman, with the express permission of the Associate, may make enquiries about their case with third parties to gather information and understand both sides of the issue. This may or may not include divulging the name of the Associate depending on what was agreed. Regardless the outcome of the case, the Ombudsman has no decision-making rights and cannot insist on a course of action. However, the Ombudsman will seek to influence where behavior, policy, practice or procedure in their view has not been carried out in a way that is consistent with The Five Principles and/or Associate Concept.

Formal complaint procedures are the best way to notify Mars of alleged discriminatory conduct or harassment, because communications to the Ombudsman are confidential and the Ombudsman is precluded from conducting formal investigations under The International Ombudsman Association Code of Ethics. Complaints to the Ombudsman will not trigger a formal investigation process or put the company on notice of the issue. If you want to lodge a formal complaint it is best to talk to your local P&O representative.

The Ombudsman is INDEPENDENT and not part of any segment, business unit or function; P&O plays a role in company policymaking, hiring, separating from and promoting Associates.
While the Ombudsman may be asked to contribute their perspective on company policies, they have no decision-making rights and cannot require that changes be made.

What about confidentiality?

Conversations with the Ombudsman are made with the understanding they will be kept confidential.  We keep only minimal notes that enable us to maintain continuity in our discussions with Associates.   We don’t maintain “case” files. The only data we keep are general statistics or trends in the types of issues being raised across the business.

We will refuse to acknowledge any statement or inquiry from your Line Manager or anyone else who seeks to determine whether you have spoken to an Ombudsman. You aren’t required to tell anyone that you have considered, are planning to or have spoken to an Ombudsman.

In fact, your privacy will be respected in all circumstances except where we believe there appears to be an imminent risk of harm to you or others.   If that is the case, we will strongly advise those involved to disclose the information themselves.  If they refuse, we will advise them that confidentiality cannot be maintained and will disclose the information only to those who have the need to know, and only to the extent necessary. 

After serving as a Mars Ombudsman, we will not rejoin the business in another role. We believe doing so has the potential to compromise the confidentiality of our contacts.  This is another example of how seriously we take the confidentiality element of the Ombudsman Program.

Can I remain anonymous when contacting the Ombudsman?

The Ombudsman prefers not to accept anonymous contacts for three main reasons: 

•    Credibility of the Ombudsman Program: 
The Ombudsman must ensure that any issue elevated to the Office of the President and senior management is real and factually correct.  This requires proper diligence in assessing the scope of the issue and its potential impact across the business— and the first step of that assessment includes talking/meeting with the Associate who brought it to the Ombudsman’s attention. 

•    Fairness to Associates: 
Issues brought to the Ombudsman often involve one or more other Associates. It would be unfair to those Associates for the Ombudsman to take any action without having first diligently assessed the situation. 

•    Anonymity is Not Necessary: 
Confidentiality is the cornerstone of the Ombudsman Program. Associates do not need anonymity to ensure their privacy.

However, if despite the above, an Associate remains too uncomfortable to share their name with us, we will do what we can, in the circumstances, to provide support.

What’s the best way to reach the Ombudsman?

Click here to connect with your local Ombudsman.

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