ABOUT ANZOA
A professional association
and the peak body for Ombudsmen in Australia and New Zealand

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History
Objects
Rules
Policy statements
Executive
Offices of ANZOA Members
Jobs at offices of ANZOA Members

History

The Australian and New Zealand Ombudsman Association Inc. (ANZOA) was incorporated on 22 May 2003 under the Associations Incorporations Act 1981 (Victoria)[Incorporation No. A0044196B].

A professional association, ANZOA is the peak body for Ombudsmen in Australia and New Zealand.

In this context, the term ‘Ombudsman’ includes positions, such as Complaints Commissioners, which perform the same independent role.

ANZOA Members come from not-for-profit, industry-based and statutory, external dispute resolution offices, which meet accepted high standards of independence, impartiality and effectiveness.

The offices of ANZOA Members observe the Benchmarks for Industry-Based Customer Dispute Resolution Schemes and the Standards on Complaint Handling and Dispute Resolution.

Among other things, ANZOA acts as a network for consultation and discussion among Ombudsman schemes/offices on areas of interest, concern and common experience.

Initially, ANZOA was an association for industry-based Ombudsmen, however membership has expanded to include State and Commonwealth Parliamentary Ombudsmen, and, most recently, professional services Ombudsmen.

Objects

The objects of ANZOA are to:

1 Establish an Australian and New Zealand Ombudsman network

2 Establish a network for consultation and discussion of areas of interest, concern, or common experiences

3 Promote co-operation and communication between recognised industry, parliamentary and professional Ombudsmen and their offices

4 Promote the appropriate use of the title of Ombudsman in both the public and private sectors

5 Accord recognition publicly to those persons who satisfy the defined criteria for membership of the Association

6 Enhance the status and visibility of recognised Ombudsmen and the importance of the profession

7 Formulate and promote standards of best practice to be met by Ombudsmen and their offices in the performance of their duties, including the adoption of the Australian Benchmarks for Industry-Based Customer Dispute Resolution Schemes, or equivalent

8 Provide a forum for the exchange of information and opinions on aspects of Ombudsman practices and procedures

9 Encourage and facilitate joint initiatives among recognised Ombudsmen and their offices, including but not limited to, research, publication of information, professional development, staff training, case management/ information technology systems and community education

10 Promote public awareness of the services offered by recognised Ombudsmen schemes, including through the publication of papers, articles, and commentaries, and through the promotion of lectures, seminars and conferences about Ombudsman practices and procedures

11 Make and disseminate reports, commentaries and submissions on aspects of Ombudsman practices and procedures

12 Develop and foster links with overseas Ombudsmen and Ombudsman associations

13 Co-operate with institutions of academic learning, and with other persons having an interest in Ombudsman practices and procedures and procedures in promoting the objects referred to in paragraphs 1 to 14

14 Promote excellence in complaint handling through alternative dispute resolution methodologies.

Executive

2012
Chair: Clare Petre, Energy & Water Ombudsman NSW, Australia
Secretary Judi Jones, Electricity and Gas Complaints Commissioner, New Zealand
Treasurer: Alison Maynard, Financial Ombudsman Service, Australia

Schemes/offices of ANZOA Members

Australia - Industry-based Ombudsmen

Energy & Water Ombudsman NSW
State-based scheme which investigates and resolves disputes between New South Wales electricity, gas and water customers and their providers

Energy and Water Ombudsman (Victoria)
State-based scheme which investigates and resolves disputes between Victorian electricity, gas (natural and bottled) and water customers and their providers

Energy and Water Ombudsman Queensland
Independent statutory scheme which investigates and resolves disputes between Queensland residential and small business energy customers and their providers across Queensland and water customers and their providers in south east Queensland

Energy Ombudsman Western Australia
State-based scheme which investigates and facilitates the resolution of complaints from residential and small business customers about their gas or electricity provider

Financial Ombudsman Service
National scheme which handles disputes about banking, general insurance, financial planning, stockbroking, life insurance, finance and lending, managed investments and mortgage and finance broking

Public Transport Ombudsman Victoria
State-based scheme which deals with complaints about Victorian public transport that members of the community have been unable to resolve directly with the public transport operators

Telecommunications Industry Ombudsman
National scheme that deals with complaints about telephone and internet companies

Australia - Parliamentary Ombudsmen

Commonwealth Ombudsman
Takes complaints about Australian Commonwealth Government agencies

Ombudsman for the Northern Territory
Takes complaints about Northern Territory government departments and agencies

Ombudsman Tasmania
Investigates complaints about the administrative actions of government departments, councils and public authorities. The Ombudsman Tasmania is also the Energy Ombudsman Tasmania

Ombudsman South Australia
Investigates complaints about South Australian government departments, statutory authorities and local governments

Victorian Ombudsman
Takes complaints about Victorian government departments, most statutory authorities and local government

Ombudsman Western Australia
Investigates complaints about Western Australian government departments, statutory authorities and local governments

Australia - Other Statutory Ombudsmen

Office of the WorkCover Ombudsman (South Australia)
Iinvestigates complaints about the operation of the South Australian WorkCover Scheme

Office of the Health Services Commissioner, Victoria
State office which takes complaints about providers of health services

New Zealand - Industry-based Ombudsmen

Banking Ombudsman
A national scheme that handles disputes between banks and their customers, including partnerships, clubs and companies

Office of the Electricity and Gas Complaints Commissioner
A national scheme which investigates and resolves disputes between electricity and gas customers and their providers

Insurance & Savings Ombudsman
A national scheme that handles complaints between policyholders or customers and their insurance/savings company or organisation, about personal or domestic insurance, or savings services

New Zealand - Parliamentary Ombudsmen

Office of the Ombudsmen
There are two Parliamentary Ombudsmen in New Zealand. Their primary purpose is to inquire into complaints raised against New Zealand central, regional and local government organisations or agencies