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The Navigator Company |
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EDR / Ombudsman Schemes |
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Over the past few years, the Navigator Company has developed a particular expertise in consulting to and independently reviewing EDR /Ombudsman complaint-handling schemes.
Phil and colleague, Debra Russell have together conducted the major independent reviews of: · The Australian Banking and Financial Services Ombudsman (BFSO); · The Australian Insurance Brokers Disputes Ltd (IBD); · The Australian Credit Union Disputes Resolution Centre (CUDRC); · The Australian Credit Ombudsman Service Ltd (COSL); · The Canadian Ombudsman for Banking Services and Investments (OBSI); and · The New Zealand Insurance and Savings Ombudsman (ISO. As at June 2008, the Navigator Company has commenced independent reviews of both the Financial Industry Complaints Service (FICS) and Insurance Ombudsman Service (IOS) in Australia - due for completion by late 2008. The consultancy has also conducted a major review of complaints-handling in the Victorian public transport sector and for the Law Institute of Victoria. |
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This experience has helped produce a robust methodology for assessing the effectiveness of external disputes resolution services - which is built around a detailed case file review and interview with the case file complainants. |
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External Disputes Resolution / Ombudsman Schemes |
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To contact us: |
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mob: +61 431 500 999 tel: +61 3 9523 5111 fax: +61 3 9523 8855 e-mail: phil.khoury@thenavigator.com.au |
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Proven methodology |