The link below shows a diagram that sets out our five financial services dispute product lines that we now report on and the product categories connected to them.
Financial Ombudsman Service products diagram
Our approach to reporting has changed to reflect our new merged organisation and to meet the requirements of RG 139. We now report on all disputes received, regardless of whether they progress to investigation stage or not. This change may impact on how we present some past figures.
The framework for this review is based on the products and services we have jurisdiction to consider. This framework has been applied retrospectively to allow comparison of the year in review with the previous year’s results for the same products and services handled in the predecessor schemes.
In order to present a full and consistent picture of disputes over the 12-month period, we have included statistics from 1 July 2008 to 30 June 2009 for both the Credit Dispute Resolution Centre and the Insurance Brokers Disputes Ltd, though these two schemes did not formally join the Financial Ombudsman Service until 1 January 2009.
Now that we have close to 4,000 members, we aren’t able to list each of our members and their dispute numbers in this review as we have previously. A full list of all our members can be found at www.fos.org.au/members
Dispute statistics are examined by category, product type and provider in the following sections. These statistics are accompanied by commentary and analysis by the following people:
