Presentations from 2008 ANZOA Conference
The following Conference papers and the Conference transcript are available now.
Welcome
What’s in a name?
The future - threats and challenges
- Tony Redmond, Chair, British and Irish Ombudsman Association (no Powerpoint presentation)
- Colin Neave, Banking and Financial Services Ombudsman (no Powerpoint presentation)
Ombudsman core values
- Accessibility: Helen Walch, Consumer Representative Member, NZ Banking Ombudsman Commission
- Independence: Catriona Lowe, Co-Chief Executive Officer, Consumer Action Law Centre
- Fairness: Beverley Wakem, Acting Chief Ombudsman NZ (see further down)
- Accountability: Liz Brown, Banking Ombudsman New Zealand (no Powerpoint presentation)
- Efficiency: Simon Cleary, Deputy Ombudsman, Telecommunications Industry Ombudsman (no Powerpoint presentation)
- Effectiveness: Phil Khoury, Navigator P/L, Ombudsman Reviewer
The Ombudsman model
Standards for complaints handling – national and international models
Ombudsman offices and systemic change
- George Brouwer, Victorian Ombudsman (no Powerpoint presentation)
Staying professional – quality and consistency
- Judi Jones, Electricity and Gas Complaints Commissioner, NZ
- Janine Young, Deputy Ombudsman, Energy and Water Ombudsman (Victoria)
Ombudsman offices in different sectors and industries focus on their performance
- Utilities (energy and water, telephones and transport):
Barry Adams, Energy Ombudsman Qld
- Public sector: Chris Field, WA Ombudsman
- Finance and banking: Alison Maynard, CEO, Financial Industry
Complaints Service and Diane Carmody, General Manager,
Banking and Financial Services Ombudsman
- Professions (health, legal): Victoria Marles, Legal Services Commissioner and CEO, Legal Services Board
Achieving administrative justice and procedural fairness in Ombudsman investigations
Conference transcript
Slideshow of conference photos (size note: 4.5MB)
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