Australian and New Zealand Ombudsman Association


As the peak body for ombudsmen in Australia and New Zealand, ANZOA draws on the experience of its members and their offices to contribute to public policy consultations.

ANZOA's submission to the Review of the Australian Small Business and Family Enterprise Ombudsman (April 2017)

ANZOA's submission to the Civil Justice in NSW Consultation Paper (February 2017)

ANZOA's submission to the Review of financial system external dispute resolution framework (October 2016)
ANZOA's submission to the Inquiry into Education, Training and Communications Initiatives of Victorian Oversight Agencies (August 2016)

ANZOA's submission to the Australian Consumer Law Review (May 2016)

ANZOA's submission to New Zealand Ministry of Business, Innovation and Employment (MBIE)'s Issues Paper – Review of the Financial Advisers Act 2008 and the Financial Service Providers (Registration and Dispute Resolution) Act 2008 (July 2015)

ANZOA's submission to the Legal & Constitutional Affairs Legislation Committee on the proposed Australian Small Business and Family Enterprise 'Ombudsman' (July 2015)

ANZOA’s submission to the Australian Treasury on the Exposure draft - Small business and Family Enterprise Ombudsman Bill 2015 (April 2015)

ANZOA's submission to the Australian Treasury's Small Business and Family Enterprise Ombudsman Discussion Paper (May 2014)

Productivity Commission (AU): Inquiry into Access to Justice Arrangements-Draft Report (May 2014)

Minister for Social Services (AU): Support for ongoing funding of financial counselling services
(April 2014)

Productivity Commission (AU): Inquiry into Access to Justice Arrangements (Nov 2013)

Standards Australia: Draft Australian/New Zealand Standard - Guidelines for complaint handling in organizations (revision of AS ISO 10002-2006) (Oct 2013)

Office of the Australian Information Commissioner (OAIC): Guidelines for recognising external dispute resolution schemes under s35 of the Privacy Act 1988 (Aug 2013)

Commonwealth Consumer Affairs Advisory Council (CCAAC): Review of the Benchmarks for    Industry-Based Customer Dispute Resolution Schemes (May 2013)

Victorian Taxi Industry Inquiry (January 2012)

ANZOA campaign - Use of the term Ombudsman

ANZOA submissions



case studies

The offices of all ANZOA members publish an annual report. Many offices also publish public interest, investigation and systemic issues reports, regular newsletters and case studies/case notes.  Some quick links follow.


Parliamentary Ombudsmen


Commonwealth Ombudsman (AU)

Annual reports  Investigation reports  More reports under publications


Office of the Ombudsman (NZ)

Annual reports  All reports   Case notes


Victorian Ombudsman

Annual reports   Parliamentary reports


Northern Territory Ombudsman

Annual reports  Public reports 


NSW Ombudsman
Annual reports  Other reports & submissions


Ombudsman Western Australia

Annual reports   Ombudsman's reports


Ombudsman Tasmania

Annual reports  Investigation reports


Ombudsman South Australia

Annual reports   Investigative reports


ACT Ombudsman

Annual reports   Investigation reports


Industry-based Ombudsmen


Banking Ombudsman Scheme (NZ)

Annual reports   Case notes


Credit & Investments Ombudsman

Annual Reports   Case studies


Energy and Water Ombudsman (Victoria)

Annual reports   Issues & trends reports   Case studies   Systemic issues


Energy & Water Ombudsman NSW

Annual reports   Stakeholder reports   Case studies   Systemic issues


Energy and Water Ombudsman Queensland

Annual reports   Case studies 


Energy & Water Ombudsman South Australia

Annual reports   Case studies


Energy & Water Ombudsman Western Australia

Annual reports 


Energy Ombudsman Tasmania

Annual reports  Case studies


Financial Ombudsman Service (AU)

Annual review   Case studies   All publications


Financial Services Complaints Limited (NZ)

Annual Reports   Case studies


Insurance & Financial Services Ombudsman Scheme (NZ)

Annual reports  Case studies


Public Transport Ombudsman Victoria

Annual reports   Accessibility report   Case studies   Systemic issues


Telecommunications Industry Ombudsman (AU)

Annual reports   Case studies   Systemic issues


Utilities Disputes Ltd (NZ)

Annual reports & six-month statistics   Case notes

Conference papers

ANZOA's conference is convened every two years. The next one will be held in Wellington from 21-23 May 2018. Conference website

Presentations from ANZOA conferences are available to ANZOA members in the intranet.


Research and other papers

A selection of papers on the Ombudsman function

The 200 years + history of Ombudsman

Models of Alternative Dispute Resolution
(Queen Margaret University, Edinburgh, UK for the UK Legal Ombudsman, 2014)

Use of informal resolution approaches by Ombudsmen in UK and Ireland
(A mapping study, 2014)

The Impact and Legitimacy of Ombudsman and ADR Schemes in the UK
(Foundation for Law, Justice and Society, 2014)

Future directions for Ombudsman offices - Four trends, Two reflections
(Prof John McMillan, Australian Information Commissioner, 2014)

The future of Ombudsman schemes: Drivers for change and strategic responses
(Queen Margaret University, Edinburgh, UK, 2013)

The Ombudsman as initiator: how the NZ Banking Ombudsman approaches systemic issues (Deborah Battell, Banking Ombudsman New Zealand, 2012)

Achieving administrative justice and procedural fairness in Ombudsman investigations
(Dame Beverley Wakem, Chief Ombudsman New Zealand, 2008)

What's in a name? Use of the term 'Ombudsman'
(Professor John McMillan AO, Commonwealth Ombudsman, 2008)

Setting the scene: industry-based customer dispute resolution schemes
(Colin Neave, Banking Ombudsman & John Pinnock, Telecommunications Ombudsman, 2003)





Quick links

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

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