Who pays for other costs incurred when dealing with a complaint?

If a complaint goes to a hearing, each party bears its own legal costs and expenses. In general, the Ombudsman will not make an award of costs.

However, costs may be awarded against a Member if a hearing has been held in relation to a complaint because the Member specifically asked for it. In that case, the Member will be required to meet the reasonable costs of the consumer attending the hearing, including travel and accommodation.