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: and ANZOA was incorporated on 22 May 2003 under the Associations Incorporations Act 1981 (Victoria) [Incorporation No. A0044196B].
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 Schemes, 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 schemes, 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.
2018 Executive Committee
Judi Jones, Australia (Chair)
Philip Field, Australia (Secretary/Treasurer)
Cynthia Gebert, Australia
Wayne Lines, Australia
Michael Manthorpe, Australia
Peter Shoyer, Australia
Nicola Sladden, New Zealand
Karen Stevens, New Zealand
Janine Young, Australia
The Executive Committee is supported in its work by a Secretariat.
John Price, Lead Ombudsman - General Insurance, Financial Ombudsman Service
June Smith, Lead Ombudsman - Investments and Advice, Financial Ombudsman Service
Shane Tregillis, Chief Ombudsman, Financial Ombudsman Service website
Overseas ombudsman organisations
Ombudsman Association (formerly British and Irish Ombudsman Association)
Copyright © ANZOA (Australian and New Zealand Ombudsman Association) 2003-17
Ombudsmen - the leaders in independent resolution, redress and prevention of disputes