4. Outcomes We use the to refer to a dispute we have term ‘closed dispute’ finished handling. A dispute can be closed: When we finish handling a dispute, we classify it according to its outcome and outcome type. The possible outcomes and through an agreement between the parties involved outcome types are listed on the following pages. through a decision or assessment by FOS because the dispute is discontinued or outside our Terms of Reference. Resolved by agreement These outcomes are reached by agreement between the Resolved by FSP consumer and the FSP. They can reach agreement by communicating directly with each other (resolved by the FSP) or Apology with the help of our service (conciliation or negotiation). Capitalisation of arrears Conciliation involves a telephone conference between the FSP, Hardship superannuation release the applicant and us. This technique allows the parties to talk about the issues in an attempt to come up with a mutually Monetary compensation in full agreeable outcome. Our conciliators bring the parties together Monetary compensation in part to guide the conversation to make it easier for everyone to talk about the issues involved (see Conciliation conferences, page No compensation or action 107). Not disclosed Conciliation Other product, service or commercial resolution provided Apology Partial waiver of debt/interest/fees Capitalisation of arrears Hardship superannuation release Policy/contract altered/voided/cancelled Monetary compensation in full Repayment arrangement Monetary compensation in part Resolved by FSP No compensation or action Timeframe for refinance Not disclosed Other product, service or resolution provided Timeframe for sale/surrender of asset Partial waiver of debt/interest/fees Policy/contract altered/voided/cancelled Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset Negotiation Apology Capitalisation of arrears Hardship superannuation release Monetary compensation in full Monetary compensation in part No compensation or action Not disclosed Other product, service or resolution provided Partial waiver of debt/interest/fees Policy/contract altered/voided/cancelled Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset
4. Outcomes We use the term ‘closed dispute’ to refer to a dispute we have finished handling. A dispute can be closed: through an agreement between the parties involved through a decision or assessment by FOS because the dispute is discontinued or outside our Terms of Reference. When we finish handling a dispute, we classify it according to its outcome and outcome type. The possible outcomes and outcome types are listed on the following pages. Resolved by agreement These outcomes are reached by agreement between the consumer and the FSP. They can reach agreement by communicating directly with each other (resolved by the FSP) or with the help of our service (conciliation or negotiation). Conciliation involves a telephone conference between the FSP, the applicant and us. This technique allows the parties to talk about the issues in an attempt to come up with a mutually agreeable outcome. Our conciliators bring the parties together to guide the conversation to make it easier for everyone to talk about the issues involved (see Conciliation conferences, page 107). Conciliation Apology Capitalisation of arrears Hardship superannuation release Monetary compensation in full Monetary compensation in part No compensation or action Not disclosed Other product, service or resolution provided Partial waiver of debt/interest/fees Policy/contract altered/voided/cancelled Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset Negotiation Apology Capitalisation of arrears Hardship superannuation release Monetary compensation in full Monetary compensation in part No compensation or action Not disclosed Other product, service or resolution provided Partial waiver of debt/interest/fees Policy/contract altered/voided/cancelled Repayment arrangement Timeframe for refinance Timeframe for sale/surrender of asset Resolved by FSP Apology Capitalisation of arrears Hardship superannuation release Monetary compensation in full Monetary compensation in part No compensation or action Not disclosed Other product, service or commercial resolution provided Partial waiver of debt/interest/fees Policy/contract altered/voided/cancelled Repayment arrangement Resolved by FSP Timeframe for refinance Timeframe for sale/surrender of asset
fos-annual-review-20162016-word.docx