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

Australian and New Zealand Ombudsman Association


Getting the language right

If it's not an Ombudsman, don't call it one

An Ombudsman is not an advocate.
An Ombudsman is not a regulator.
The fundamental role of an Ombudsman is independent resolution, redress and prevention of disputes.

For a body to be called an Ombudsman, it must comply
with some fundamental principles and six essential
criteria—independence, jurisdiction, powers,
accessibility, procedural fairness and accountability.

Six essential criteria for an Ombudsman office
More about correct use of the term Ombudsman


A guide to the Viking origins of Ombudsman
Check out this UK Financial Ombudsman Service video

Ombudsman news


Recently added to Ombudsman news:

First annual Accessibility Bulletin

(Public Transport Ombudsman, Victoria)

Report on Fines Victoria’s errors and delays
(Victorian Ombudsman)

New Official Information Act guides

Ombudsman New Zealand
New small business team
(Telecommunications Industry Ombudsman)

Affordability report
(Energy and Water Ombudsman (Victoria)


Fairness of process and outcome

The Ombudsman (ANZOA newsletter - Nov 2018) here

Other issues of ANZOA's bi-annual newsletter here

Operational benchmarks

Independence, accessibility, fairness, accountability, efficiency, effectiveness

ANZOA members come from offices that observe the Benchmarks for Industry-Based Customer Dispute Resolution (the CDR Benchmarks). The CDR Benchmarks, originally developed in 1997, were reviewed and republished in February 2015. They are now in two parts and available from the website of The Treasury, Australia (linked below).

Principles and Purposes
Key Practices

Ombudsman reports

Independent public reporting is an important function of an Ombudsman office
All Ombudsman offices publish an annual report. Many offices also publish public interest, investigation and systemic issues reports, as well as regular newsletters and case studies/case notes on complaint issues and trends.
More about Ombudsman reporting
Ombudsman office news, reports, publications, guidance

ANZOA doesn't resolve complaints

but the offices of its members do
government agencies, banking, insurance, investments, other financial services, telecommunications, electricity, gas, water, public transport
Our quick links will point you in the right direction

Copyright © ANZOA (Australian and New Zealand Ombudsman Association) 2003-19

Quick links