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Chief Ombudsman's Message

As we approach the end of 2012, it is a good time to reflect on what has been happening at FOS over the last 12 months and also look forward to the year ahead. As our recently published Annual Review highlights, 2011-2012 was another busy year for FOS. We accepted 25,298 disput...READ MORE


The FOS Approach

A change in approach

In the last issue of The Circular we let you know that we are working on a new way to bring you up-to-date information on how we approach different dispute types. We are looking forward to launching the new style soon - in the mean time, you might like to read some case studies...READ MORE


FOS News

Annual review

On 22 November we released our Annual Review and Comparative Tables for 2011-2012. The figures show another year of increasing disputes at FOS, but also that we are resolving these disputes more frequently at an earlier stage through negotiation and conciliation. Some interesti...READ MORE

Recent events

We organise or attend hundreds of events every year, to educate our stakeholders about FOS and learn about their needs, and to contribute to policy discussions. Here is a sample of where we have been and what we have done in the past few months. FOS National Conference Our 2012...READ MORE

Upcoming events

Introduction to the new ePayments Code The new ePayments Code comes into effect on 20 March 2013, and we will be holding free information sessions in Melbourne, Sydney and Brisbane at the end of February. These sessions are designed to assist banks, credit unions and building s...READ MORE

Consumer strategy

A major focus of our Strategic Plan for the next three years is to enhance our public role and key stakeholder relationships. This year we have developed a comprehensive consumer engagement strategy. The aims of the strategy are to: provide Consumer Representatives (the people ...READ MORE

Disputes about low doc loans

There has been a lot of media discussion lately on banking in the post-global financial crisis climate. A lot of the focus has been on low documentation lending practices - also known as low doc loans. Low doc loans are a credit facility generally provided to people or small bu...READ MORE

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FOS Forum

An introduction to Code Compliance and Monitoring

The Code Compliance and Monitoring team is a separate business unit of FOS. Our purpose is to assist the independent administration and monitoring of compliance with industry Codes of Practice in the financial services sector. We assist in monitoring the Banking Code of Practic...READ MORE


Systemic Issues

Systemic Issues Update

This article summarises new systemic issues that we identified during the September quarter of 2012 and reported to the Australian Securities and Investments Commission (ASIC). It also provides an update on some current and recently resolved systemic issue investigations. The F...READ MORE

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Case Studies

Links to case studies on the FOS website

Did you know that there are case studies available on our website? They are based on actual disputes that we have dealt with, and reflect the trends in issues that we see coming to us. Banking & Finance case studies Chargebacks (added December 2009) Financial Planning and the A...READ MORE




We received 8,761 disputes in July-September 2012. This is down 1.78% on the previous quarter and down 6.09% on July-September 2011. Note:Disputes received includes disputes that enter our dispute resolution process at the Registration stage and disputes that entered the proces...READ MORE