This is one of the tactics used by the Ombudsman when they can’t answer a question.
The Ombudsman will often suggest that your question is an unnecessary diversion from their attempts to resolve your complaint and they can’t afford to spend the time answering your questions. Sometimes the Ombudsman will even threaten to terminate your complaint if you persist in asking questions.
This is their version of the old carrot and stick approach. Do as I say and I will investigate your complaint cause me trouble and I won’t, which just about sums up the integrity of the Ombudsmen.