trust us to be fair

Scheme reviews

2014 Independent review

In May 2014, the Banking Ombudsman Scheme commissioned CameronRalph Navigator to complete an assessment of the scheme's operations. The purpose of the review was to identify if improvements can be made to the scheme to assist its aim of being a world-class Ombudsman service, universally valued and trusted for its independence and fairness.

Download a pdf version of the 2014 Independent Review

Download a pdf version of the BOS Board preliminary response to the Independent Review

Download a pdf version of the public submissions from: SBS BankFederated Farmers

Download the consultation discussion document which explains suggested changes to the BOS Terms of Reference.  

Download pdf versions of submissions on the Terms of Reference from: ANZASBBank of BarodaBNZCABNZFMA,Liz BrownNZBARabobankSBS BankSir Ian BarkerWestpac

Download a pdf version of May 2015 Sumissions summary and board decisions

Download the June 2015 rulesguide and cover letter for stakeholder consultation

 

2011 Process review

The fifth process review of the Banking Ombudsman Scheme was undertaken by Chapman Tripp. The purpose of this review was to ensure that the Office of the Banking Ombudsman is operating in accordance with its terms of reference and, in particular, the principles of natural justice and effective dispute resolution.

Download a pdf version of the full text.

 

2011 Review of scheme effectiveness

This review, on the effectiveness of the Banking Ombudsman Scheme, was undertaken by the Retirement Commission.

Download a pdf version of the full text.

 

2008 Process review

The fourth process review of the Banking Ombudsman Scheme was completed by Minter Ellison Rudd Watts. The criteria and scope was the same as for previous reviews.

Download a pdf version of the full text.

 

2006 Independent review

This comprehensive independent review of the Banking Ombudsman Scheme was undertaken by Judge Anand Satyanand at the request of the Banking Ombudsman.

Download a pdf version of the full text.