This has been one of the most significant developments
for the Scheme in the last 13 years and I am very pleased that these
changes have occurred.
Support for these two important initiatives is
evidence of the consumer groups and banks’ trust of and commitment
to the Scheme over the last 13 years. It is also evidence of the
continued co operation of the banks that are associated with the
Ombudsman’s office.
Over the last few years we have seen ourselves
as an organisation not simply dealing with complaints, but as a
cost-effective dispute resolution service for banks, their customers
and the other schemes in the financial services sector.
During the year, the Scheme welcomed the appointment
of Jillian Segal as Chairman of the Board. I would like to take
this opportunity to recognise the outstanding contributions made
by Ms Segal and other Board members who have provided me and the
staff of the Scheme, with an exceptional level of support and encouragement
over the year. As a result of that support, as well as the efforts
of staff, we are able to maintain the high quality of the work done
by the Scheme. We are also able to uphold the excellent reputation
that the Ombudsman’s office enjoys within the financial services
industry and the broader community.
