2010 ANZOA CONFERENCE: IT'S THE 'PUTTING RIGHT' THAT COUNTS

With 17 topical presentations and 25+ great speakers, ANZOA's biennial conference
(6 & 7 May 2010, Wellington, New Zealand) provided a space for Ombudsmen, their staff and
those in government, regulation, industry, academia and the consumer sector, interested in the
institution of Ombudsman, to discuss and reflect on current issues and challenges, having regard
to the evolution of the Ombudsman role in Australia and New Zealand. Programme

Presentations (more to be added as they become available; the size of presentations over 1MB is noted)

Welcome
His Excellency, The Honourable Sir Anand Satyanand GNZM, QSO, Governor-General of New Zealand

The place of the Ombudsman in the justice system
Speaker: The Right Honourable Dame Sian Elias

ANZOA update
Speaker: ANZOA Chair, Fiona McLeod, Energy and Water Ombudsman (Victoria), Australia

The changing landscape in New Zealand for consumer complaint resolution
Speakers:
Judi Jones, Electricity & Gas Complaints Commissioner, New Zealand
Karen Stevens, Insurance & Savings Ombudsman, New Zealand

Resolution tools in the Ombudsman toolbox
Speakers:
Cynthia Gebert, Manager Operations, Energy and Water Ombudsman (Victoria), Australia
Leo Donnelly, Deputy Ombudsman, Office of the Ombudsmen, New Zealand

The practice of referring customers back to participating organisations
Speakers:
Anne Miller, Manager Investigations, Energy & Water Ombudsman NSW, Australia
Nanette Moreau, Deputy Commissioner, Electricity & Gas Complaints Commissioner, New Zealand (1.7MB)
Kerry McMillan, Customer Relations Manager, Contact Energy

Independence: a key principle
Chris Field, Ombudsman Western Australia & Energy Ombudsman Western Australia
Liz McPherson, Chief Executive, Ministry of Consumer Affairs, New Zealand

The effectiveness of Ombudsmen: Does New Zealand's Ombudsman legislation need changing after (almost) 50 years?
Speaker: Mai Chen, Founding Partner, Chen Palmer New Zealand Public Law Specialists

ANZOA's work on National Benchmarks
Speaker: Simon Cohen, Public Transport Ombudsman (Victoria), Australia

Fair and reasonable decision-making and the law
Speaker: Karen Stevens, Insurance & Savings Ombudsman, New Zealand

Natural justice in Ombudsman investigations
Speaker: Simon Allston, Ombudsman Tasmania

Reviewing/appealing the Ombudsman
Speakers: Joint presentation from the Financial Ombudsman Service Australia: Colin Neave, Chief Ombudsman and Alison Maynard, Ombudsman-Investments, Life Insurance and Superannuation,

Ethical dilemmas
Speaker: Professor Grant Gillett, Professor of Medical Ethics, Bioethics Centre, Dunedin School of Medicine, University of Otago, New Zealand (4.6MB)

Improving operational efficiency and effectiveness
Speaker: Beverley Wakem, Chief Ombudsman, Office of the Ombudsmen, New Zealand
Paper Powerpoint

Panel: Perspectives on the role of Ombudsman
Speakers:
Raewyn Fox, Chief Executive Officer, New Zealand Federation of Family Budget Services, New Zealand
Dr Jan White, Chief Executive Officer, Accident Compensation Corporation, New Zealand
Sam Knowles, Chief Executive Officer, Kiwibank, New Zealand
The Honourable Heather Roy, Minister for Consumer Affairs, New Zealand
David Russell, Former Chief Executive, Consumers' Institute, New Zealand

Ombudsman value-adds
Speakers:
Deb Battell, Banking Ombudsman, New Zealand
Simon Cleary, Acting Telecommunications Industry Ombudsman, Australia

The role of industry and government in promoting Ombudsman offices
Speakers:
Sarah Mehrtens, Chief Executive, New Zealand Bankers' Association
Clare Petre, Energy & Water Ombudsman NSW, Australia
Gerard McGreevy, Deputy Secretary Legal, Ministry of Justice, New Zealand

Remedies
Speakers:
Professor John McMillan, Commonwealth Ombudsman and Australian Information Commissioner Designate, Australia
Janine Young, Deputy Ombudsman, Energy and Water Ombudsman (Victoria), Australia (1.3MB)