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Annual Review

2016-2017 Annual Review thumbnailOur Annual Review provides a detailed analysis of FOS’s achievements over the financial year. It follows the reporting requirements set out in ASIC Regulatory Guide 139, and includes a comprehensive analysis of the disputes that came to FOS and the outcomes of those disputes.

2016-17 Annual Review

FOS received 39,479 disputes and closed 39,481 disputes in 2016-17. These figures reflect a 16% increase on the number of disputes received during 2015-16 and a 20% increase on the number of disputes closed in 2015-16.

2016-17 Comparative Tables

The comparative tables present dispute statistics about financial services providers that are members of FOS. We produce these tables annually in compliance with ASIC Regulatory Guide 139.

Only financial services providers that had five or more accepted disputes during 2016-2017 are listed in the tables. For each financial services provider listed, the tables show:

  • the likelihood of a dispute coming to FOS
  • the average stage of our process at which a dispute was closed
  • the outcomes achieved through our resolution process.

Publications
View the FOS Annual Review 2016-17 (PDF 16 MB)
View the FOS Annual Review 2016-17 snapshot (PDF 692 KB)
View the Comparative Tables 2016-17

Other digital formats available
FOS Annual Review 2016-17 (WORD 21 MB)
FOS Annual Review 2016-17 snapshot (WORD 157KB)