Annual Report on Operations 2013

Annual Report on Operations 2013

2012-13 Highlights

⇒ 3,763 complaints were received in the year ending 30 June 2013 up 37% from last year

⇒ 28% increase in the number of complaints closed

⇒ 32% of complaints received related to financial hardship, which continues to feature as the single largest source of complaints

⇒ 20,506 enquiries received up 30% from last year

⇒ 79% of complaints received were resolved within 6 months

► Follow this link to download a full copy of the report
      Annual Report on Operations 2012-2013 [PDF 8.5 MB]


    ►   About Us

    • highlights
    • about COSL
    • the chairman’s foreword
    • the ombudsman’s overview
    • our people
    • the COSL board

    ►   Our Work

    • our core business
    • participating FSPs
    • enquiries
    • complaint processes


     


    ►   Complaints

    • demographics / consumers
    • categories - purpose and product 
    • complaints by sector
    • complaints in progress
    • resolution
      - complaint stages
      - outcomes
      - jurisdiction

    ►   Case Studies

    • Financial advice
    • Unauthorised transactions
    • Motor vehicle repossessions
    • Credit defaults
    • Payment arrangement with a car financier
    • Payment arrangement with a lender
    • Payment arrangement ordered 
    • Timeshare financier and enforcement costs
    • Delayed settlement
    • Responsible lending

    ►   Systemic Issues and Serious Misconduct

     

     

     

     


    ►   Complaint Report

    • annual complaint report

     

     

     


    ►   Engaging with our Stakeholders