Review into Dispute Resolution and Complaints Framework Issues Paper

This consultation process has now been completed. Submissions available
Date
-
Consultation Type
Consultation Paper

On 20 April 2016, the Australian Government announced a review of the financial system’s external dispute resolution and complaints framework. An expert panel comprised of Professor Ian Ramsay, Ms Julie Abramson and Mr Alan Kirkland is undertaking the review.

The review is being conducted to ensure that Australia’s external dispute resolution framework effectively meets the needs of users of the financial system.  External dispute resolution provides an avenue for people to resolve their disputes without going through the formal legal system.

The panel has been asked to examine the Financial Ombudsman Service, the Credit & Investments Ombudsman and the Superannuation Complaints Tribunal and consider whether changes to these bodies are necessary to deliver effective outcomes for users in a rapidly changing and dynamic financial system.

The Terms of Reference require consideration of the:

  • role, powers, governance and funding arrangements of the three bodies;
  • extent of gaps and overlaps between the bodies;
  • bodies’ role in working with government, regulators, consumers, industry and other stakeholders to improve the framework to deliver better user outcomes; and
  • relative merits and any issues associated with different models in resolving disputes.

The panel released an issues paper seeking information from interested stakeholders on the issues discussed in the paper and any other issues identified by stakeholders. The submissions the panel receives informed the draft recommendations in its interim report, which was released 6 December 2016. The panel will provide its final report to Government by 31 March 2017.

Submissions

129 submissions were received for this consultation, including 33 confidential submissions.

AMP - pdf 107.71 KB
Anonymous - pdf 248.84 KB
ANZ - pdf 154.08 KB
Barrett Janine - pdf 664.88 KB
Beamond, Adrian - pdf 1.23 MB
Beslic, Damien - pdf 77.97 KB
beyondblue - pdf 474.45 KB
Brown, Ross - pdf 202.43 KB
Cadwallader, Greg - pdf 1.92 MB
Cashmore, Jean - pdf 101.65 KB
CCMC - pdf 179.92 KB
Chandler, Brett - pdf 41.59 KB
Coburn, Niall - pdf 250.72 KB
Cole, Mike - pdf 483.38 KB
Cooper, Haydn - pdf 650.72 KB
Cosstick, John - pdf 1.01 MB
Credit Corp - pdf 122.4 KB
Davis, Noel - pdf 102.94 KB
Dispute Assist - pdf 1.52 MB
Downes, Brendan - pdf 216.91 KB
Dun & Bradstreet - pdf 680.93 KB
Elliot, Alison - pdf 121.12 KB
Farley, John - pdf 121.16 KB
Field, Susan - pdf 63.2 KB
Florek, Stan - pdf 125.31 KB
Fraser, Veronika - pdf 101.38 KB
Harris, Leanne - pdf 143.58 KB
Heslop, Graham - pdf 159.34 KB
Hodder, Michael Ellis - pdf 96.93 KB
Hooper, Dave - pdf 215.94 KB
IAG - pdf 4.98 MB
Joint Consumer Groups - pdf 1.23 MB
Jones, Gretel Mary - pdf 156.18 KB
Juda, Scott - pdf 173.11 KB
Law Council of Australia - pdf 250.32 KB
Legal Aid NSW - pdf 830.04 KB
Legal Aid Queensland - pdf 358.57 KB
Little, Sean - pdf 181.09 KB
Matheson, Michelle - pdf 412.11 KB
Maurice Blackburn - pdf 419.92 KB
McFarlane, Duncan - pdf 77.48 KB
Mitchell, Adrian - pdf 73.16 KB
Moss, Kelley - pdf 186.37 KB
Murray, Pauline - pdf 218.88 KB
Nicholson, Afrovite - pdf 94.8 KB
O'Reilly, Steve - pdf 1.76 MB
Offenhauser, Craig - pdf 163.38 KB
PayPal - pdf 385.57 KB
Phillips, Sandy - pdf 378.55 KB
Pinhorn, Antony - pdf 278.73 KB
Pioneer Credit - pdf 502.72 KB
QBE - pdf 238.28 KB
QSuper - pdf 1.54 MB
Sapienza, Joseph - pdf 148.53 KB
Schumlow, Andy - pdf 928.79 KB
Smith, Deborah - pdf 590.75 KB
Thearle, Anthony - pdf 245.99 KB
Wall, Joanne - pdf 194.86 KB
Weir, Mark - pdf 1.17 MB
Westpac - pdf 66.98 KB
Williams, Paul - pdf 359.83 KB
Williams, Paul - docx 78.7 KB
Xenophon, Nick - pdf 258.02 KB