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The Canadian Forces ombudsman won’t refer soldiers to a military program that is designed to resolve complaints at a local level after concerns were raised about the organization’s close relationship with senior officers as well as a lack of safeguards surrounding the confidential information provided by military personnel.

The Integrated Complaint and Conflict Management or IC2M program is billed by the Canadian Forces as a one-stop process to handle complaints at the local level. The program operates 16 conflict and complaint management centres across the country.

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But Canadian Forces Ombudsman Gary Walbourne had previously raised concerns about the handling of the confidential information provided by those military personnel who have tried to use the centres and the complaint system. Some changes were made as a result but Walbourne said there are still problems.

“My Office still has concerns about the objectivity of information provided by (centre) staff, as well as the neutrality of their dual role as advisors to members seeking assistance as well as the chain of command,” Walbourne wrote Defence Minister Harjit Sajjan on Oct. 9. “As I am sure you will understand, impartiality is critical when working to resolve complaints; a real or perceived lack of it can erode trust for all parties involved and can lead to unfairness.”