Australian and New Zealand Ombudsman Association
conference topics and speakers
The Ombudsman in Australia and New Zealand:
One model; many applications
Opening and welcome
Keynote address: The Ombudsman today – an international context
The context within which Ombudsmen operate is changing. Changes in consumer expectation, technology, service provision, and the policy environment give rise to questions such as:
• Should Ombudsmen determine the dispute or resolve the conflict?
• Are there tensions between the concepts of right, fair, just, and reasonable?
• Is the work of Ombudsmen a calling or a profession?
• What might this mean for Ombudsman training, development, and education?
This view from the United Kingdom will consider the issues, the questions, and present some thinking on how Ombudsmen could respond, and are responding, to these changes.
What we need from Ombudsmen today – views from the outside
The continuous rise of the rules of natural justice
The law relating to the obligation to provide natural justice continues to evolve. Barry will discuss recent developments in this area and the implications for Ombudsman offices.
Tigers' teeth or teddy bears? The Ombudsman and the Regulator
An interactive panel session which will explore the developing relationship between industry-based Ombudsman schemes and industry regulators
Complaints, corruption and maladministration – exploring the boundaries
A panel session exploring the interaction between Ombudsman offices and anti-corruption bodies
Developing our people for today's environment and tomorrow's challenges
The professional development of Ombudsman staff is a crucial part of our success. This session will explore the emergence of TIO’s development of a formal qualification for Alternative Dispute Resolution and the approach FOS is taking to build its leaders through a three tier Management Development Program directed towards aspiring, leading and senior managers.
Future ready – dispute resolution and technology
Amazon and eBay have successfully introduced Online Dispute Resolution (ODR) for low value, high volume consumer transactions. But what is the role of ODR when it comes to more complex disputes? Should the organisations which we oversight be expanding their Internal Dispute Resolution systems through the introduction of ODR? What benefits could it offer citizens and consumers? And what may be the domino effect for Ombudsman offices, especially in the face of calls to embrace 'big' and 'open' data?
Success for today's Ombudsman
With the contemporary focus of Ombudsman on fixing the systemic causes of complaint, is the ultimate sign of success fewer and fewer complaints? Is it right for an Ombudsman to boldly state "If I do my job well, I won't have a job!". This presentation will explore the 'success' of fewer complaints in the context of Ombudsman's role.
Protecting the most vulnerable – the changing role of Ombudsman offices
Over time, changes in Ombudsman jurisdiction, coupled with changing community needs have demanded that Ombudsmen reconsider and adapt their roles in protecting the rights of the vulnerable. This session will present Parliamentary Ombudsman, Industry-based Ombudsman and Consumer Advocate perspectives on developments in this aspect of an Ombudsman’s role.
Session chair: Cynthia Gebert, Energy and Water Ombudsman (Victoria)
Engaging the core constituency – outreach to Indigenous communities
There have been many years of discussion and consultation about improving indigenous engagement. Now is the time for action to promote indigenous awareness and practical access to Ombudsman complaint services.
Ombudsmen – made to last?
Pillars of the system or a passing phenomenon?
Wrap-up and close
Ombudsmen - the leaders in independent resolution, redress and prevention of disputes
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