Australian and New Zealand Ombudsman Association
the professional association for Ombudsmen
The Australian and New Zealand Ombudsman Association (ANZOA) is the peak body for ombudsmen in Australia and New Zealand.
ANZOA membership is personal to the Ombudsman. In ANZOA, the term ombudsman includes people who perform the same independent role in positions such as Complaints Commissioners. Our members come from not-for-profit industry-based, parliamentary and other statutory external dispute resolution offices, which meet accepted high standards of independence, impartiality and effectiveness and observe the Benchmarks for Industry-Based Customer Dispute Resolution (the CDR Benchmarks). Republished in February 2015, the CDR Benchmarks are now in two parts and available from the website of The Treasury, Australia: Principles and Purposes and Key Practices ANZOA was incorporated on 22 May 2003 under the Associations Incorporations Act 1981 (Victoria) [Incorporation No. A0044196B]. ANZOA's Rules
Co-operation, communication, exchange, best practice standards, public awareness
1 Establish an Australian and New Zealand Ombudsman network
2 Establish a network for consultation and discussion of areas of interest, concern, or common experiences
3 Promote co-operation and communication between recognised industry, parliamentary and professional ombudsmen and their offices
4 Promote the appropriate use of the title of ombudsman in both the public and private sectors
5 Accord recognition publicly to those persons who satisfy the defined criteria for membership of the Association
6 Enhance the status and visibility of recognised Ombudsmen and the importance of the profession
7 Formulate and promote standards of best practice to be met by ombudsmen and their offices in the performance of their duties, including the adoption of the Benchmarks for Industry-Based Customer Dispute Resolution, or equivalent
8 Provide a forum for the exchange of information and opinions on aspects of ombudsman practices and procedures
9 Encourage and facilitate joint initiatives among recognised ombudsmen and their offices, including but not limited to, research, publication of information, professional development, staff training, case management/ information technology systems and community education
10 Promote public awareness of the services offered by recognised Ombudsmen offices, including through the publication of papers, articles, and commentaries, and through the promotion of lectures, seminars and conferences about Ombudsman practices and procedures
11 Make and disseminate reports, commentaries and submissions on aspects of Ombudsman practices and procedures
12 Develop and foster links with overseas Ombudsmen and Ombudsman associations
13 Promote excellence in complaint handling through alternative dispute resolution methodologies.
14 Co-operate with institutions of academic learning, and with other persons having an interest in Ombudsman practices and procedures in promoting the objects referred to in 1 to 13 above.
2019 - 20 Executive Committee
Janine Young, Australia (Chair)
Cynthia Gebert, Australia (Secretary/Treasurer)
Judi Jones, Australia
Karen Stevens, New Zealand
Peter Shoyer, Australia
Michael Manthorpe, Australia
Nicola Sladden, New Zealand
Jane Pires, Australia
The Executive Committee is supported in its work by a Secretariat.
Australia
Richard Connock, Tasmanian Ombudsman website
Sandy Canale, Energy & Water Ombudsman South Australia website
Chris Field, Western Australian Ombudsman website
Cynthia Gebert, Energy & Water Ombudsman (Victoria) website
Deborah Glass, Victorian Ombudsman website
Judi Jones, Telecommunications Industry Ombudsman website
Wayne Lines, South Australian Ombudsman website
David Locke, Chief Ombudsman, Australian Financial Complaints Authority website
Michael Manthorpe, Commonwealth Ombudsman website
Karen Payne, Taxation Ombudsman website
Jane Pires, Energy & Water Ombudsman Queensland website
John Price, Lead Ombudsman, Australia Financial Complaints Authority website
Peter Shoyer, Northern Territory Ombudsman website
June Smith, Lead Ombudsman, Australian Financial Complaints Authority website
Janine Young, Energy & Water Ombudsman NSW website
New Zealand
Judge Peter Boshier, Chief Ombudsman, Office of the Ombudsman website
Mary Ollivier, CEO & Commissioner, Utilities Disputes website
Nicola Sladden, Banking Ombudsman website
Karen Stevens, Insurance & Financial Services Ombudsman website
Susan Taylor, CEO, Financial Services Complaints Limited website
Overseas ombudsman organisations
Ombudsman Association (formerly British and Irish Ombudsman Association)
International Network of Financial Services Ombudsman Schemes (INFO Network)
International Ombudsman Institute (IOI)
Quick links
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Ombudsmen - the leaders in independent resolution, redress and prevention of disputes