About ANZOA
History
Rules
Objects
Office bearers
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].
ANZOA is a professional association. Membership is open to Ombudsmen, Chief Executives (or equivalent) of schemes/offices which meet high standards of independence,
impartiality and effectiveness.
Among other things, ANZOA acts as a network for consultation and discussion by Australian and New Zealand Ombudsman schemes/offices on areas of interest,
concern and common experience.
Initially, it was an association for industry-based Ombudsmen, however membership has expanded to include various State and Commonwealth Parliamentary Ombudsmen, and, most recently, professional services Ombudsmen.
All industry-based members of ANZOA come from ADR schemes which comply with the Australian Benchmarks for Industry-Based Customer Dispute Resolution Schemes and the Australian Standards on Complaint Handling and Dispute Resolution.
Rules
The ANZOA Rules of Association (including membership criteria) can be viewed here.
Objects The objects of ANZOA are to:
1 Establish an Australian and New Zealand Ombudsman network and a register of Members and Associates
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.
Office bearers
2007/08
Chair: Fiona McLeod, Energy & Water Ombudsman (Victoria), Australia
Secretary: Judi Jones, Electricity and Gas Complaints Commissioner, New Zealand
Treasurer: Colin Neave, Chief Ombudsman, Financial Ombudsman Service, Australia
ANZOA schemes/offices
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 Ombudsman Queensland
Independent statutory scheme which investigates and resolves disputes between Queensland residential and small business customers and their gas and electricity providers.
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 Victoria
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
New Zealand - Industry-based Ombudsmen
Office of the Banking Ombudsman of New Zealand
A national scheme that handles disputes between banks and their customers, including partnerships, clubs and companies.
Office of the Electricity and Gas Complaints Commissioner New Zealand
A national scheme which investigates and resolves disputes between electricity and gas customers and their providers.
New Zealand 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 in New Zealand
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.
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