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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 | | Outcome of Closed Investigations
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| In the 321 cases closed after a Finding, Negotiated Settlement, Conciliation Conference or Recommendation, the outcomes were as follows:
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| | The member's actions were considered correct in 34 per cent of cases, a decrease of 7.7 percentage points from the previous year;
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| | The consumer's claim was upheld in 24 per cent of cases, compared to 17.9 per cent last year; and
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| | In 42 per cent of cases, the outcome was a compromise benefiting both parties, a 1.6 percentage point increase from last year.
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| Case Resolution Time
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| The resolution time is the period of time between the date the dispute is referred to the member and the date it is closed. This includes the 30 day appeal period during which the case is said to be provisionally closed.
Of the cases referred to members during the year, 53.4 per cent were closed within 60 days, an improvement on the previous year's figure of 47.2 per cent. This is the third consecutive year in which there has been an improvement in the number of cases closed within 60 days.
There has also been an improvement in the number of cases that took over 181 days to close, with the figure decreasing once again this year to 8.7 per cent. These cases represent complex unresolved disputes that require detailed investigation by BFSO. The Scheme will continue its efforts to improve efficiency in this area in the year ahead.
Unresolved cases wait in a pool for allocation to a case manager for investigation. This year, the median number of days before cases were allocated to case managers was 14. Whilst this is a slight increase from the previous year's figure of 13 days, it is well within BFSO's performance targets.
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