Ombudsman Foreword Highlights Telephone Service New Disputes Dispute Resolution Process Closed Cases Types of Disputes Systemic Issues Case Studies Complete Annual Report
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 | | A total of 6,038 cases were closed during the year, a decrease of 1.3 per cent from the previous year.
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| Cases outside the Terms of Reference
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| Of the 6,038 closed cases, 1,187 were considered to be outside the Ombudsman's Terms of Reference ("OTR").
If it is clear from the consumer's correspondence that the dispute is OTR we write to the consumer to explain why the matter is OTR and refer the consumer to the customer relations department of the member or to a more appropriate forum.
If there is any doubt about jurisdiction, the dispute is referred to the member.
Further information about OTR disputes is provided in the Disputes Outside Terms of Reference section of this report.
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| | Terms of Reference but do not proceed to a conclusion about the merits of the case.
There is a variety of reasons for cases being discontinued. 797 cases were discontinued prior to referral to a member. The main reasons for discontinuing these cases were that:
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| | The dispute was sent to BFSO and the member at the same time, and the member resolved the matter without BFSO's involvement (42.2 per cent); and
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| | The disputant did not respond to BFSO's request for additional information
(26.0 per cent).
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| | The disputant did not respond to BFSO's request for additional information (40.0 per cent); and
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| | The disputant accepted BFSO's view that the member's action was appropriate
(31.4 per cent).
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