Ombudsmen - the leaders in independent resolution, redress and prevention of disputes
Australian and New Zealand Ombudsman Association
A professional association
The Australian and New Zealand Ombudsman Association (ANZOA) is the peak body for Ombudsmen in Australia and New Zealand.
ANZOA's members are individual Ombudsmen within industry-based, parliamentary and other statutory Ombudsman offices in Australia and New Zealand.
Independent, free, fair
Ombudsmen resolve complaints from citizens or consumers about agencies or service providers.
The Ombudsman's aim is to reach a resolution that is fair to both sides.
Find an Ombudsman
In Australia and New Zealand, many complaints are dealt with by Ombudsmen.
Our quick links will help you find the right Ombudsman office, or another dispute resolution office where there is no Ombudsman.
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
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
Latest annual reports
Energy and Water Ombudsman (Victoria)
Victorian Ombudsman
Energy & Water Ombudsman Queensland
Energy & Water Ombudsman South Australia
Ombudsman South Australia
Insurance & Financial Services Ombudsman Scheme New Zealand
Ombudsman Western Australia
Australian Financial Complaints Authority
Telecommunications Industry Ombudsman
NSW Ombudsman
Energy & Water Ombudsman NSW
Utilities Disputes New Zealand
Financial Services Complaints Ltd New Zealand
Banking Ombudsman Scheme New Zealand
Commonwealth Ombudsman
Ombudsman Tasmania
Public Transport Ombudsman, Victoria
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
Copyright © ANZOA (Australian and New Zealand Ombudsman Association) 2003-20
Quick links