Our Strategic Plan Our Strategic Plan aims to meet the six external dispute Our focus continues to be on delivering a more efficient and resolution (EDR) benchmarks prescribed by the Australian effective dispute resolution service, enhancing our public role Securities and Investments Commission (ASIC). and stakeholder engagement, and building our organisational capability and sustainability. Our focus areas Delivering a more efficient and Enhancing our public role and Building our organisational effective dispute resolution stakeholder engagement capability and sustainability service A customer-centric service A trusted organisation A smart, efficient and responsible organisation An organisation that is adaptable, The authority on financial services What we want to able to effectively deal with change dispute resolution, shares its An organisation with passionate be and provided excellent dispute experience and insights and actively people, effective systems, clear resolution to all users, including engages with all its stakeholders plans and a conscience vulnerable consumers Eliminate any dispute queues Promote our service, actively Attract, retain and develop and sustainably prevent future engage and maintain highly skilled and engaged queues emerging stakeholder support people Continue to embed an Share our knowledge, Embed new ways of working accessible, flexible and experience and insights as part of our desired responsive approach to Raise community awareness behaviours and culture dispute resolution of FOS Develop and enhance physical What we need to Enhance user experience Routinely seek stakeholder and technical resources to do Maintain and enhance the feedback and act on it future-proof the organisation quality of our dispute resolution service Provide clear and fair outcomes that ‘feel fair’ We have extended our existing Strategic Plan by one year to focus on our key priorities (above) and any work that will need to be completed as part of any transitional arrangements to a new external dispute resolution scheme.
Our Strategic Plan Our Strategic Plan aims to meet the six external dispute resolution (EDR) benchmarks prescribed by the Australian Securities and Investments Commission (ASIC). Our focus continues to be on delivering a more efficient and effective dispute resolution service, enhancing our public role and stakeholder engagement, and building our organisational capability and sustainability. Our focus areas Delivering a more efficient and effective dispute resolution service Enhancing our public role and stakeholder engagement Building our organisational capability and sustainability What we want to be A customer-centric service An organisation that is adaptable, able to effectively deal with change and provided excellent dispute resolution to all users, including vulnerable consumers A trusted organisation The authority on financial services dispute resolution, shares its experience and insights and actively engages with all its stakeholders A smart, efficient and responsible organisation An organisation with passionate people, effective systems, clear plans and a conscience What we need to do Eliminate any dispute queues and sustainably prevent future queues emerging Continue to embed an accessible, flexible and responsive approach to dispute resolution Enhance user experience Maintain and enhance the quality of our dispute resolution service Provide clear and fair outcomes that ‘feel fair’ Promote our service, actively engage and maintain stakeholder support Share our knowledge, experience and insights Raise community awareness of FOS Routinely seek stakeholder feedback and act on it Attract, retain and develop highly skilled and engaged people Embed new ways of working as part of our desired behaviours and culture Develop and enhance physical and technical resources to future-proof the organisation We have extended our existing Strategic Plan by one year to focus on our key priorities (above) and any work that will need to be completed as part of any transitional arrangements to a new external dispute resolution scheme.
fos-annual-review-20162016-word.docx