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Ombuds Services

  • What is an Ombudsman?

    An Ombudsman acts as an impartial source of assistance in the resolution of staff concerns. He or she works for the resolution of particular issues and may make recommendations for the improvement of the functioning of staff-related policies for the World Bank Group. An Ombudsman advocates for fair process and fair solution but does not serve as an advocate for any party in a dispute.


    Ombuds Services (OMB)

    Is confidential, impartial and informal service independent from the World Bank Group's formal management channels, that facilitates the resolution of workplace issues. An Ombudsman helps staff analyze problems and assists in identifying options and can, only if requested by the visitor, become involved in trying to resolve issues. Ombuds Services also provides information to staff members on the Bank Group's policies and procedures. Additionally, Ombuds Services alerts management to systemic trends and issues and makes recommendations for change.

    OMB is governed by World Bank Group Staff Rule 9.02 . The purpose of this rule is to define the role and functions of the Ombuds Services Office and the role of an Ombudsman. In addition to the OMB Staff Rule, Ombuds Services and the World Bank Group are committed to observing recognized professional standards of this function.

    Our Role

    The World Bank Group's Ombuds Services office has two major functions:

    1. To help staff and managers resolve workplace problems
    2. To alert management to trends and issues that should be addressed to improve the working environment and make recommendations for change.

    Our Mission

    To provide a confidential resource for all staff and advocate for a workplace characterized by trust, respect and fair processes.


    CONTACT

    The World Bank Group, Washington, D.C, Ombuds Services
    1850 I St. NW, Washington DC 20433, U.S.A
    Room: I7-350 – 356
    Maine Line: 1 202 458 1056 (24-hour voice mail)
    +1 202 458 1056 (24-hour voice mail)
    ombudsman@worldbank.org , wbgombuds@gmail.com
    The World Bank Group, Bangkok, Thailand
    30th Floor, Siam Tower, Room 1101
    989 Rama 1 Road, Pathumwan, Bangkok 10330 THAILAND
    Tel: 66-(0)-2-686-8338
    The World Bank Group, Nairobi, Kenya
    Delta Center, Menengai Road
    P.O. Box 30557-00100, Nairobi (Upper Hill), Kenya
    Tel: +1 202 361 6560
  • How Do We Work?

    What Can We Do?

    What to Expect During Your Visit?

     

    How Do We Work?

    Key Characteristics

    Confidential

    Under World Bank Group Staff Rule 9.02 and the office’s professional standards, communications with Ombuds Services are private and confidential. An Ombudsman does not divulge any information that might reveal a staff member’s identity, unless authorized by the visitor (except if there appears to be imminent risk of serious harm).

    Independent

    Ombuds Services is not part the formal organizational structure, but has access to any part of the Bank in performing his/her work. It is a safe place for staff to discuss any conflict, concerns or disputes outside formal communication channels, without fear of retaliation.

    Impartial

    An Ombudsman does not serve as an advocate for a particular point of view or for any of the parties involved. The office strives for a fair solution to the issue and for the observation of due process.

    Informal

    We keep no formal records for the Bank. Contacting Ombuds Services is not the same as reporting an issue to the organization and does not place the WBG “on notice”.

    What Can We Do?

    Ombuds Services is a confidential, impartial and informal service independent from the World Bank Group's formal management channels that facilitates the resolution of workplace issues. An Ombudsman helps staff analyze problems and assists in identifying options and can, only if requested by the visitor, become involved in trying to resolve issues. Ombuds Services also provides information to staff members on the Bank Group's policies and procedures. Additionally, Ombuds Services alerts management to systemic trends and issues and makes recommendations for change.

    Our Role

    The World Bank Group's Ombuds Services office has three major functions:

    • To help staff and managers resolve workplace problems
    • To alert management to trends and issues that should be addressed to improve the working environment and make recommendations for change
    • To administer the Respectful Workplace Advisors (RWA) Program

    Our Mission

    To provide a confidential resource for all staff and advocate for a workplace characterized by trust, respect and fair processes.

    What to Expect During Your Visit?

    The Ombudsman will start by listening to your concerns and then can help you evaluate your situation, organize your thoughts, assess your feelings, and decide on what is important and relevant to your specific circumstance.

    Together, you will explore options to address your concerns. Through these conversations, many individuals find ways to proceed without needing direct intervention. The Ombudsman can intervene directly but will do so only with your expressed permission. 

    The Ombudsman’s confidentiality and neutrality mandates are absolute and non-negotiable. The Ombudsman cannot be compelled by you or any official in the Bank to testify about concerns brought to his or her attention.

    What to expect from the Ombudsman?

    ·         Strict confidentiality

    ·         Impartial advice

    ·         Help working through your options

    ·         Direct informal intervention if requested

    ·         Information on policies and procedures

    ·        References to other resources





  • Caroline Nekesa Wanyonyi

    Ombudsman | OMB

    Caroline joined the WBG in October 2021 and is based in Bangkok, Thailand. She has over 15 years of experience as Ombuds, conflict resolution practitioner and adult trainer. Prior to joining the WBG, she was Ombuds at the International Committee of the Red Cross (ICRC) based in Bangkok and led the Asia regional respectful workplace advisors. Earlier, she held various positions including as Reporting Officer and Regional Economic Security trainer, where she trained and supported field teams on project management in over 20 countries and actively contributed to the organization’s diversity and inclusion agenda. Throughout this time, she worked in Jordan, Iraq, Israel, Syria, Lebanon, Afghanistan, Pakistan, Liberia, Sudan, South Sudan and Georgia. She holds a Master of Science in International Development (Conflict, Security and Development) from the University of Birmingham (U.K). She is a member of the Chartered Institute of Arbitrators (UK) and the Asia Pacific Advisory Committee of the Internal Ombudsman Association where she is a regular presenter. She is also an active member of the Ombudsman and Mediators of the United Nations & Related International Organizations (UNARIO) where she serves in several working groups.

    Doris Cecilia Campos-Infantino

    Ombudsman | OMB

    Doris joined the World Bank Group in February 2017 and is based in Headquarters. Doris has over 30 years of experience as a conflict resolution practitioner, including serving as an ombudsman for 25 years.  Doris was Ombudsman at the US National Institutes of Health and most recently served as the Ombudsman at the Inter-American Development Bank.

    Doris is also a mediator and facilitator of individual, multi-party and organizational conflict. She has designed conflict resolution mechanisms and has taught courses on topics related to conflict resolution including negotiation, communication, mediation and facilitation. Doris is also an experienced organizational development consultant and has worked in both public and private sectors on change initiatives, leadership, teambuilding, and large-scale interventions.  

    Doris served as Vice President of the Board of the International Ombudsman Association (IOA). She is a regular presenter at IOA conferences and at meetings of the United Nations Network of Ombudsman and Mediators of in Related Organizations.  Doris has also conducted courses for the Ombudsman Association and served on the faculty of the Georgetown University OD program.  Doris is a graduate of the University of Massachusetts and speaks Spanish.

    Axel R. Peuker

    Ombudsman | OMB

    Axel joined the World Bank Group’s Ombuds Services in December 2017 and is currently serving his second five-year term as Ombuds.  Axel Peuker has over 35 years of experience in the World Bank Group and held positions as Director for Strategy and Operations for the Managing Director and Chief Administrative Officer (MDCAO), as Director for the Financial Advisory and Banking Department (FAB) in the World Bank’s Treasury, and as Director for Policy and Operations in the World Bank Group’s Corporate Secretariat.  His operational assignments have spanned policy reform and private sector development in the Middle East and North Africa Region as well as the Latin America and Caribbean Region.  Axel Peuker is accredited as Certified Organizational Ombuds Practitioner by the International Ombuds Association. He pursued his studies in Economics in Frankfurt, Kiel, and New York, and holds the CFA Charter.

    Jules Garrett Baughns

    Ombudsman | OMB

    Jules joined the WBG Ombuds Services on May 1, 2023, and he is based in Nairobi, Kenya. He worked previously as a Senior Counsel in the Ethics and Business Conduct Department (EBC) and was most recently the EBC Representative based in Nairobi. In that role, he supported African Eastern and Southern (AFE) staff by providing advice and guidance on ethics and compliance issues and questions including conflicts of interest, principles of staff employment, and staff rules; promoting ethical awareness; and conducting outreach and training on the WBG Code of Ethics and Core Values. In his previous capacity, he spent nine years with EBC’s investigation unit. Jules also served as a Respectful Workplace Advisor for EBC staff.

    Before joining the WBG, Jules worked in international law firms (Davis Polk & Wardwell and Dechert LLP) providing legal advice in connection with corporate governance, regulatory and compliance matters, as well as international transactions. He also advised several financial entities, including private equity and hedge funds on various issues involving compliance with US securities laws. Previously, Jules was a mental health coordinator and therapist in a community mental health center, where he assisted juveniles, families, and individuals with resolving conflict through mediation and restorative justice dialogues.




  • Contact Us

    The World Bank Group, Washington, D.C

    Ombuds Services

    1850 I St. NW, Washington DC 20433, U.S.A

    Room: I7-350 – 356

    Main Line:  1 202 458 1056 (24-hour voice mail) +1 202 458 1056 (24-hour voice mail)
    E-mail: ombudsman@worldbank.org
    Alternative E-mail: wbgombuds@gmail.com
    Internal Web: http://ombudsman.worldbank.org
    External Web: 


    The World Bank Group, Bangkok, Thailand

    30th Floor, Siam Tower, Room 1101

    989 Rama 1 Road, Pathumwan, Bangkok 10330 THAILAND

    Tel: 66-(0)-2-686-8338

     

    The World Bank Group, Nairobi, Kenya

    Delta Center, Menengai Road

    P.O. Box 30557-00100, Nairobi (Upper Hill), Kenya

    Tel: +1 202 361 6560