About ANZOA

the professional association for ombudsmen

Snapshot

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

in 2010, ANZOA began a public ongoing campaign for stronger controls on use of the term ombudsman Read more

Objectives

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.