Australian and New Zealand Ombudsman Association

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

Ombudsman benchmarks NEW INFO!

Accessibility, independence, 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 a 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


 Using the term Ombudsman

If a body is called an Ombudsman, it must comply with some fundamental principles

There are six essential criteria that the public are entitled to expect of any body  described as an Ombudsman — independence, jurisdiction, powers, accessibility, procedural fairness and accountability.

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




ANZOA doesn't resolve complaints, but its members do.

If you have a complaint you want help with, please check our quick links first.

ANZOA's next  conference

will be convened in Melbourne in April/May 2016 you can request a conference alert.