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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 | | BFSO received 6,104 new cases during the year. Whilst the previous two reporting periods have seen a decline in the number of new disputes lodged with the Scheme, this year there was an increase of 4.2 per cent. Of the 6,104 new cases received, 1,402 were lodged online via our website.
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| BFSO considers disputes lodged by the customers of bank members and their related bodies corporate, in addition to disputes from customers of non-bank members. In the reporting year, disputes about related bodies corporate of bank members included disputes about ANZ Funds Management, CBFC Ltd, Commonwealth Securities (CommSec), Esanda Finance Corporation, National Australia Funds Management Limited and Westpac Financial Services Ltd.
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| | | At year's end, there were 1,231 open cases distributed as follows:
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