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Chief Ombudsman's Message

Welcome to Issue 11 of The Circular. On 1 July 2012 we introduced our new organisational structure and our 2012-2015 Strategic Plan. The organisational changes have been made to build on our technical expertise and operational capabilities. Our new Strategic Plan and associated...READ MORE

Image of the Chief Ombudsman for the winter 2012 issue of the circular.

The FOS Approach

A change in approach

In this section, we usually provide articles on our dispute-handling process and our approach to specific types of disputes and issues. We want to make sure we continue to provide you with useful information that helps you understand how we look at particular types of disputes....READ MORE

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FOS News

Case fees stay the same

We are pleased to inform you that for the new financial year we have kept our case fees at the January 2010 level. This is the third year we have maintained fees at the same level. For more information regarding our case fees, financial services providers can log into Secure Se...READ MORE

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Process review

To help FOS best plan for the future, we are conducting a review of eight key Specialist Resolution Group process areas for dealing with disputes. The review will assess our current way of working in these areas and determine the best use of people and resources to achieve our ...READ MORE

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Recent events

We organise or attend hundreds of events every year, to educate our stakeholders about FOS and learn about their needs, and to contribute to policy discussions. Here is a sample of where we have been and what we have done in the past few months. Members/industry Resolving Custo...READ MORE

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Upcoming events

Registrations for the 2012 Financial Ombudsman Service (FOS) National Conference close on 30 September. Places are filling fast, so make sure you book today to avoid missing out. An impressive line up of more than 40 speakers will provide practical advice and inspiring ideas to...READ MORE

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FOS Forum

Top 10 tips for clients of financial advisers

In The Circular issue 10, FOS published its Top 10 Tips for financial advisers. Here are 10 practical tips for clients of financial advisers. 1. Take notes of meetings and telephone conversations with your financial adviser Make sure you record the time and date the conversatio...READ MORE

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Systemic Issues

Systemic issues update - April-June 2012

This article summarises systemic issues that we identified during the June quarter of 2012 and reported to the Australian Securities and Investments Commission (ASIC). It also provides an update on some current and recently resolved systemic issue investigations. The FOS proces...READ MORE

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Statistics

Statistics Report - April-June 2012

Total disputes received. We received 8,920 disputes in April-June 2012. This is down 7% on the previous quarter but up 7% on April-June 2011. Note: 'Disputes received' includes disputes that enter our dispute resolution process at the Registration stage and disputes that en...READ MORE

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