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 classifies all cases according to:
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| | The product or service obtained by the consumer; and
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| | The problem with the product or service as reported by the consumer.
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| Every dispute involves at least one product and for each product recorded, there is at least one problem.
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| Product Groups and Problems - All Closed Cases
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| As in the previous five years, Consumer Finance (32.5 per cent) was the top product category in disputes this year. The other main product categories were Deposit Accounts (18.5 per cent), Housing Finance (18.2 per cent) and Payment Systems (17.1 per cent).
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| | The main product complained about in the Consumer Finance category continues to be the credit card account. Complaints about this product have increased from 1,101 last year to 1,189 this year. The main problems identified were the same as last year: unauthorised transactions and maladministration in granting credit.
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| | The main product complained about in the Deposit Account category was the statement savings account, with incorrect fees identified as the main problem.
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