GEPROS: Gestão da Produção, Operações e Sistemas (Jul 2014)
The principles of governance and ombudsman action at banking institutions in Brazil
Abstract
The objective of this study is to investigate the association between corporate governance principles and the role of the ombudsman in banks in Brazil. We carried out a theoretical review and a field study by collecting opinions from a sample of experts, selected to participate in events related to the ombudsman area between 2009 and 2011 in Brazil. The analysis considered 192 notes about the current and ideal situation regarding four principles disclosed by the Brazilian Institute of Corporate Governance - IBGC: transparency, fairness, accountability and corporate responsibility. In order to address the data, a descriptive and inferential analysis was employed. Results indicate that the ideal situation differs from the current one for all principles, but the role of the ombudsman in the accountability principle is far from ideal today, significantly less than the distance pertinent to the principles of corporate responsibility and transparency. The study can assist on academic reflections and others interested in the role of the ombudsman as the last resort for customer service in banks in Brazil, and may help to understand the alignment of this activity to the principles of corporate governance.
