Our telephone service to the public
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199,967 calls to FOS
31,803 calls to BFSO
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Calls received by the FOS
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FOS is a joint venture between BFSO, FICS and IOS. It operates a single telephone contact point for consumers wishing to access a financial services external dispute resolution scheme. Consumers can telephone 1300 780808 from any location in Australia at the cost of a local rate call and a FOS Enquiries Officer will refer them to the most appropriate scheme.
FOS switches calls directly to:
• Banking and Financial Services Ombudsman
• Credit Union Dispute Resolution Centre
• Credit Ombudsman Service Limited
• Financial Co-operative Dispute Resolution Scheme
• Financial Industry Complaints Service
• Insurance Brokers Disputes Limited
• Insurance Ombudsman Service
• Superannuation Complaints Tribunal
This year was the first year that the Financial Co-operative Dispute Resolution Scheme (FCDRS) joined FOS. As a result, consumers can now access all external dispute resolution schemes dealing with financial services providers using a single local rate telephone number from anywhere in Australia. During this reporting period, FOS answered a total of 199,967 calls, an increase of 23.1 per cent from the previous year’s 162,408 calls.
Of all the calls answered by FOS, 16.6 per cent were directed to BFSO, 75.2 per cent were directed to other participating schemes and 1.5 per cent were referred to organisations outside FOS. The remaining 6.9 per cent were calls where no referral was required.
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Calls received by BFSO
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A total of 31,803 calls were answered by BFSO case officers during the year in review, a decrease of 5.2 per cent compared to the 33,559 calls answered in the previous year. A total of 67 per cent of new calls answered were new enquiries within BFSO’s Terms of Reference. Of the remainder, 11.2 per cent were outside Terms of Reference, 15.6 per cent were follow up calls on open cases and 6.2 per cent were administrative calls not related to cases.
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Telephone calls answered by BFSO graph
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Distribution of calls answered graph
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