Australian and New Zealand Ombudsman Association

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

Ombudsman benchmarks

Independence, accessibility, fairness, accountability, efficiency, effectiveness

The offices of ANZOA members follow the Benchmarks for Industry-Based Customer Dispute Resolution (the CDR Benchmarks). The CDR Benchmarks have recently been reviewed. 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

ANZOA doesn't resolve complaints, but the offices of
its members do

Our quick links will point you
in the right direction

Using the term Ombudsman

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

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

The six essential criteria
More about correct use of the term Ombudsman

 

 

 

ANZOA's next  conference

Melbourne
April/May 2016

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