Ombudsmen - the leaders in independent resolution, redress and prevention of disputes

Australian and New Zealand Ombudsman Association

 

Getting the language right

If it's not an Ombudsman, don't call it one

An Ombudsman is not an advocate.
An Ombudsman is not a regulator.
The fundamental role of an Ombudsman is independent resolution, redress and prevention of disputes.

For a body to be called an Ombudsman, it must comply
with some fundamental principles and six essential
criteria—independence, jurisdiction, powers,
accessibility, procedural fairness and accountability.

Six essential criteria for an Ombudsman office
More about correct use of the term Ombudsman

Operational benchmarks

Independence, accessibility, fairness, accountability, efficiency, effectiveness

ANZOA members come from offices that observe the Benchmarks for Industry-Based Customer Dispute Resolution (the CDR Benchmarks). The CDR Benchmarks were reviewed and republished in February 2015. They are now in two parts and available from the website of The Treasury, Australia (linked below):
Principles and Purposes
Key Practices

ANZOA doesn't resolve complaints

but the offices of its members do

government agencies, banking, insurance, investments, other financial services, telecommunications, electricity, gas, water, public transport

Our quick links will point you in the right direction

Ombudsman reports

Independent public reporting is an important function of an Ombudsman office

All Ombudsman offices publish an annual report. Many offices also publish public interest, investigation and systemic issues reports, as well as regular newsletters and case studies/case notes on complaint issues and trends.

More about Ombudsman reporting

Copyright © ANZOA (Australian and New Zealand Ombudsman Association) 2003-17

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