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Issue 19 - November 2014

Chief Ombudsman's Message


The final quarter of the calendar year has arrived quickly and the last three months have certainly been an exceptionally busy time for us at FOS. I was pleased to see many of you recently at the FOS National Conference 2014, which was a great success.

In early October we released our 2013 -2014 Annual Review, which shows the total number of disputes received remains relatively steady with FOS receiving 31,680 disputes, a decrease of 2% on last year. The number of disputes accepted declined by 3% to 23,454 disputes.

As part of our role we believe it is important to share our dispute resolution experience. In this issue of The Circular we have published two FOS Approach documents, which explain how we deal with mortgagee sales and excluding disputes.

You can also read updates on our initiatives to reduce our backlog and improve our processes, and an update on unpaid FOS determinations.

During 2013-2014 FOS hosted or took part in regular open forums, webinars, conferences panel discussions and many other engagement opportunities for members. We also introduced an online case management service, which has allowed members to more easily keep track of their FOS disputes.

Many of the changes we are making are the result of ongoing consultation with stakeholders. As this is the last edition of The Circular for this year, I would like to thank all of you for your support. I look forward to working with you in 2015 and beyond as we implement changes to further improve the independent and impartial dispute service we provide to the Australian community.

As always, if you have comments or suggestions about anything you read in The Circular, please let us know at


Shane Tregillis