Reconciliation Action Plan




Credit and Investments Ombudsman launches its Reconciliation Action Plan

The Credit and Investments Ombudsman (CIO) has released its first Reflect Reconciliation Action Plan (RAP) for 2017/18.

Endorsed by Reconciliation Australia this month, CIO’s RAP will provide a framework to improve its services and accessibility for Aboriginal and Torres Strait Islander Australians.

The RAP will support Reconciliation Australia’s vision to drive social change for First Australians.

In recent years, CIO took several steps to make its services more accessible to First Australians. CIO hosted stalls at major consumer events to raise awareness among Aboriginal and Torres Strait Islander peoples. CIO also worked closely together with financial counsellors and other consumer advocates to cater to specific needs of First Australians within its complaint handling process. CIO’s RAP will further strengthen its commitment to improve access of CIO’s services for Aboriginal and Torres Strait Islander peoples.

The RAP will also promote awareness and appreciation of First Australians and their culture within the organisation.

Key deliverables of the RAP include:

  • Annual training for all staff to enhance cultural competence and promote a better understanding of issues affecting First Australians,


  • increased consumer engagement: presence at key consumer events for First Australians and development of information resources, and


  • annual review of closed complaints from Aboriginal and Torres Strait Islander consumers.

Together with the RAP, CIO also published a new consumer brochure for Aboriginal and Torres Strait Islander consumers.