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

Also available: Annual Report on Operations Snapshot



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


  • 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