Annual Report on Operations 2014

Annual Report on Operations 2014

2013-14 Highlights

⇒ consumers made more than 26,600 enquiries

⇒ complaints about financial hardship and credit listings continue to be the largest source of complaints

⇒ complaint numbers have continued to increase, up 20% in the last 12 months

⇒ significant improvements to timelines: 57% of complaints were resolved within three months and 76% in six months

 46% of complaints were resolved with positive outcomes for consumers

⇒ the number of complaints closed by COSL increased by 40% 

⇒ 18,300 financial services providers are now members of COSL

Follow this link to download a full copy of the report
Annual Report on Operations 2013-2014 [PDF 4.5 MB]

Also available: Annual Report on Operations Snapshot

    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


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

    Case Studies

    Systemic Issues and Serious Misconduct

    Complaint Report

    • annual complaint report

    Stakeholder Engagement