2018 ANZOA Conference

the conference program


Checks and Balances


Monday 21 May 2018

10am: ANZOA Executive meeting

11am: ANZOA Members meeting

From 10am: Meetings of ANZOA's interest groups for staff

12noon: Lunch for conference delegates

1pm: Opening and welcome

1.15pm: Keynote address: Checks and Balances

A look at the work of Ombudsmen and other agencies as providing checks and balances in the power
(im)balance between governments and industry, and citizens and consumers. In addressing the conference theme of 'checks and balances', our keynote speaker will also provide an insight into the unique role of the New Zealand Security Intelligence Service, its powers, how it balances the need for secrecy with being a public agency, and why strong independent oversight is critical.

  • Perspective: Rebecca Kitteridge, CVO,
    Director-General of the
    New Zealand Security Intelligence Service (NZSIS)

2pm: Checks and Balances, in action:
What does 'checks and balances' mean to you?
How do our stakeholders perceive we do it?

An interactive session building on the keynote address, using table discussions to explore what 'checks and balances' means in practice and how it may be perceived by different stakeholder groups

3.30pm: 'Connecting with young people', exploring the Ombudsman benchmark of 'accessibility'

How can Ombudsman offices best promote youth access, and effectively engage with and listen to the voice of young people in the work we do?

  • Perspective: Judge Andrew Becroft, Children's Commissioner New Zealand | 'Youth Centred Approaches. Fad or foundation?'
  • Panelists: Tim Barnett, Chief Executive, National Building Financial Capability Trust, New Zealand |
    Anya Satyanand, Executive Officer, Ara Taiohi, New Zealand | Tamati Coffey, Member for Waiariki, New Zealand Parliament

5.15pm: Wrap up and close of day 1

6.30pm: Welcome reception (QT Museum Hotel)



Tuesday 22 May 2018

9am: 'Collaboration without capture', exploring the Ombudsman benchmark of 'independence'

Ombudsmen work with public sector agencies and industry on a daily basis to resolve complaints and improve processes. A collaborative approach to complaint resolution and the development and enhancement of policies and procedures, utilising the expertise of Ombudsman officers, can lead to more efficient and better outcomes for all concerned. But how do Ombudsmen manage relationships with industry and government to safeguard their independence and avoid perceptions of partiality?

  • Hon. David Parker, Attorney-General, New Zealand
  • Michael Manthorpe PSM, Commonwealth Ombudsman Australia
  • Liz Brown ONZM, former Banking Ombudsman New Zealand, ANZOA Fellow

11am: 'Fairness - do you know it when you see it, or is there something more?', exploring the Ombudsman benchmark of 'fairness'

  • Perspective: Jane Williams, Lecturer - Business, Enterprise & Management Division, Queen Margaret University Edinburgh
  • Case studies

12.30pm: Delegate lunch

1.30pm: Innovation showcase

  • Trauma-informed service delivery (Commonwealth Ombudsman, Australia)
  • Shining an Innovative light on quality assurance: (Energy & Water Ombudsman NSW)
  • New approach to implementation of recommendations (Ombudsman Western Australia)
  • Identifying and addressing accessibility barriers (Financial Ombudsman Service, Australia)
  • Authority vs approachability - how to manage the tension (Banking Ombudsman Scheme, New Zealand)
  • Systems must support, not drive, what we do (Insurance & Financial Services Ombudsman Scheme, New Zealand)
  • Innovation: process - framework - change - value (Telecommunications Industry Ombudsman, Australia)

3.30pm: 'Accountability - what does it mean in practice?', exploring the Ombudsman benchmark of 'accountability'

Public confidence underpins an Ombudsman's reputation. It's critical to our effectiveness as independent dispute resolution offices. In practice, to whom is accountability owed? How do we approach it? How is it measured? Do parliamentary and industry-based Ombudsman offices face different accountability challenges? Should they? How can we learn from each other’s strengths to improve accountability overall?

  • Facilitated table discussions and plenary reporting

5.15pm: Wrap up and close of day 2

7pm: Conference dinner at Dockside Restaurant in the upstairs dining room
(there are two flights of stairs, 10-12 each)

Sponsored by: Resolve Software Group






Wednesday 23 May 2018

9am: 'Are you proud of that?', exploring the Ombudsman benchmark of 'efficiency'

With some 2,000 staff, the UK Financial Ombudsman Service (FOS) is the largest industry-based Ombudsman scheme in the world. It was set up by Parliament in 2001 to resolve individual complaints between financial businesses and their customers. In 2016-17, FOS UK received 1,394,379 enquiries and 321,283 new complaints, and resolved 336,381 complaints.  In that context, this session will provide insights to how FOS UK deals with the challenge of delivering efficient and high quality outcomes.

  • Caroline Wayman, Chief Ombudsman, Financial Ombudsman Service, United Kingdom

11am: 'To review or not to review?', exploring the Ombudsman benchmark of 'effectiveness'

Periodic independent review of the office’s performance, with the results made available to relevant stakeholders, is one of the principles underpinning the effective operation of Ombudsman offices. Under ANZOA’s Rules, the principle of independent review applies equally across industry-based and parliamentary offices. Are there necessary differences in focus and approach? Ombudsmen who have acted as reviewers join Ombudsmen who have commissioned reviews to discuss the practicalities and how get the most from the review process.

  • Perspectives: Deborah Battell, former Banking Ombudsman New Zealand | Chris Wheeler, Deputy Ombudsman, NSW Ombudsman
  • Panellists: Karen Stevens, Insurance & Financial Services Ombudsman New Zealand | Professor John McMillan AO, former Commonwealth Ombudsman and Acting NSW Ombudsman | Nanette Moreau, Utilities Disputes Limited New Zealand

12.30pm: Wrap up of day 3

1pm: Conference close



Resolve Software Group is a global provider of Case Management solutions, used to log and manage any type of business process, from simple incidents or complaints to complex and extensive cases and investigations. A flexible and powerful application, Resolve is used as a core business system for a wide range of organisations in Australia and New Zealand, including all eight Australian state and territory Ombudsmen, the Commonwealth Ombudsman, and several industry-based Ombudsmen.


Quick links

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

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