Our performance in 2016-17 Enhancing our public role and stakeholder engagement Our 2016-17 plans What we achieved Review and enhance Actively engaged with members and consumer organisations, using: our stakeholder forums engagement stakeholder events face-to-face meetings. Organised and/or participated in more than 60 events for members and consumer organisations. Held the FOS National Conference focused on helping financial services providers achieve more efficient, customer-focused and forward-thinking dispute resolution. Expanded coverage at outreach community events by partnering with organisations to distribute information about FOS. Developed fact sheets to promote the important role of FOS. Visited domestic violence services to raise awareness of FOS and increase referrals where financial abuse may be a factor. Convened a Chief for consumer advocates to discuss key consumer Ombudsman’s Roundtable issues, including accessibility of dispute resolution. Developed publications explaining our approach, shared with stakeholders including Members of Parliament, to help them respond to queries and assist constituents. Improve awareness of Developed and launched our first Reconciliation Action Plan to improve our understanding of and accessibility of FOS Aboriginal and Torres Strait Islander peoples and their specific needs, and improving the suitability of FOS services to meet those needs. Developed and implemented a number of measures in response to recommendations made by the Victorian Royal Commission into Family Violence, to reduce any existing and perceived barriers in our dispute process in matters involving family violence. Undertook a two-stage consultation process with member firms to benchmark good industry practice in relation to joint debts and family violence and promoted the application of good industry standards and practices in the financial services sector. Developed a new Auslan video for the deaf community. Increased consumer resources available in languages other than English. Published FOS Approaches on: Early release of superannuation Joint facilities and family violence. Expanded our social media platform to raise awareness of our service and share dispute resolution insights. We achieved the following reach: Our LinkedIn followers increased by 44% to 1,643 Our Twitter page (launched in November 2016) attracted 230 followers. Enhance the way we Prepared evidence-based submissions to the review of the external dispute resolution and respond to external complaints framework. developments Undertook detailed research and analysis of various economic factors and lending data to provide insights into the possible increase of our jurisdictional limits. Developed and published 11 submissions in response to public consultations or inquiries. Attended and contributed information to various Government inquiries.
Our performance in 2016-17 Enhancing our public role and stakeholder engagement Our 2016-17 plans What we achieved Review and enhance our stakeholder engagement Actively engaged with members and consumer organisations, using: forums stakeholder events face-to-face meetings. Organised and/or participated in more than 60 events for members and consumer organisations. Held the FOS National Conference focused on helping financial services providers achieve more efficient, customer-focused and forward-thinking dispute resolution. Expanded coverage at outreach community events by partnering with organisations to distribute information about FOS. Developed fact sheets to promote the important role of FOS. Visited domestic violence services to raise awareness of FOS and increase referrals where financial abuse may be a factor. Convened a Chief Ombudsman’s Roundtable for consumer advocates to discuss key consumer issues, including accessibility of dispute resolution. Developed publications explaining our approach, shared with stakeholders including Members of Parliament, to help them respond to queries and assist constituents. Improve awareness of and accessibility of FOS Developed and launched our first Reconciliation Action Plan to improve our understanding of Aboriginal and Torres Strait Islander peoples and their specific needs, and improving the suitability of FOS services to meet those needs. Developed and implemented a number of measures in response to recommendations made by the Victorian Royal Commission into Family Violence, to reduce any existing and perceived barriers in our dispute process in matters involving family violence. Undertook a two-stage consultation process with member firms to benchmark good industry practice in relation to joint debts and family violence and promoted the application of good industry standards and practices in the financial services sector. Developed a new Auslan video for the deaf community. Increased consumer resources available in languages other than English. Published FOS Approaches on: Early release of superannuation Joint facilities and family violence. Expanded our social media platform to raise awareness of our service and share dispute resolution insights. We achieved the following reach: Our LinkedIn followers increased by 44% to 1,643 Our Twitter page (launched in November 2016) attracted 230 followers. Enhance the way we respond to external developments Prepared evidence-based submissions to the review of the external dispute resolution and complaints framework. Undertook detailed research and analysis of various economic factors and lending data to provide insights into the possible increase of our jurisdictional limits. Developed and published 11 submissions in response to public consultations or inquiries. Attended and contributed information to various Government inquiries.