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Annual Review

2017-2018 Annual Review thumbnail

Our 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.

2017-18 Annual Review

FOS received 43,684 disputes and closed 43,325 disputes in 2017-18. These figures reflect an 11% increase on the number of disputes received during 2016-17 and a 10% increase on the number of disputes closed in 2016-17.

2017-18 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 2017-2018 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 2017-18 (PDF 10 MB)
View the FOS Annual Review 2017-18 snapshot (PDF 540 KB)
View the Comparative Tables 2017-18

Other digital formats available
FOS Annual Review 2017-18 (WORD 6 MB)
FOS Annual Review 2017-18 snapshot (WORD 225 KB)