The guiding principles of the Ombudsperson are independence, neutrality, impartiality, confidentiality and informality. The Ombudsperson plays a key role in promoting and supporting conflict management and conflict prevention in ICAO. As a neutral and independent party, the Ombudsperson assists ICAO personnel, regardless of contract type or duration, to address work-related concerns and helps resolve conflict through confidential and informal means and support an overall harmonious workplace environment. Guided by the ICAO Service Code, Staff Rules, Personnel Instructions, and relevant administrative issuances, the Ombudsperson facilitates conversations, conducts mediation, undertakes shuttle-diplomacy and information-gathering, provides conflict coaching, and engages with relevant stakeholders in ICAO, as an independent and neutral party in resolving disputes informally. The Ombudsperson is attached to the Office of the Secretary General, reports directly to the Secretary General and is independent from all other services.