Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes

On 4 March 2015, CCAAC’s Final Report, Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes, was released by the Hon. Bruce Billson MP, Minister for Small Business.

In Australia and New Zealand, the Benchmarks for Industry-based Customer Dispute Resolution Schemes (the Benchmarks) play an important role in guiding effective practice for the delivery of industry-based customer dispute resolution services. There have been a number of developments since the Benchmarks’ release in 1997.

CCAAC developed an Issues Paper, Review of the Benchmarks for Industry based Customer Dispute Resolution Schemes to:

  • raise issues being considered by CCAAC in relation to the review; and
  • seek public and stakeholder comments in relation to these issues.

Submissions

Submissions were requested by 7 June 2013. CCAAC has received 27 non-confidential submissions to this review.

Airline Customer Advocate [PDF 564 KB]
Association for Data-driven Marketing & Advertising [PDF 237 KB]
Australian and New Zealand Ombudsman Association [PDF 1,635 KB]
Australian and New Zealand Ombudsman Association – supplementary [PDF 322 KB]
Australian Bankers’ Association [PDF 271 KB]
Australian Communications Consumer Action Network [PDF 366 KB]
Baljurda Comprehensive Consulting [PDF 229 KB]
Banking Ombudsman Scheme [PDF 177 KB]
Building Compliance Reform Association [PDF 622 KB]
Cameronralph Navigator [PDF 114 KB]
CHOICE [PDF 426 KB]
Consumer Action Law Centre [PDF 226 KB]
Consumer Credit Legal Centre New South Wales [PDF 134 KB]
Credit Ombudsman Service Limited [PDF 119 KB]
Electricity and Gas Complaints Commissioner [PDF 172 KB]
Energy and Water Ombudsman New South Wales [PDF 297 KB]
Energy and Water Ombudsman Queensland [PDF 209 KB]
Energy and Water Ombudsman Victoria [PDF 459 KB]
Financial Ombudsman Service [PDF 528 KB]
Financial Planning Association of Australia [PDF 50 KB]
Insurance Council of Australia [PDF 157 KB]
National Financial Services Federation [PDF 535 KB]
Public Transport Ombudsman Limited [PDF 164 KB]
Queensland Consumers Association [PDF 118 KB]
Singleton, Margaret [PDF 102 KB]
SOCAP Australia [PDF 68 KB]
Telecommunications Industry Ombudsman [PDF 77 KB]

Terms of reference

The Assistant Treasurer, on behalf of the COAG Governance and Legislative Forum on Consumer Affairs (CAF), requests the CCAAC to review the Benchmarks for Industry based Customer Dispute Resolution Schemes document (the Benchmarks Document) that was issued by the then Commonwealth Minister of Customs and Consumer Affairs in August 1997.

For the review, CCAAC is requested to:

  • review the current function and use of the Benchmarks Document;
  • consider for each benchmark, the ongoing relevance and usefulness of the underlying principles, purposes and key practices;
  • assess whether the Benchmarks Document is meeting the objective of acting as a guide to effective practice for those industry sectors with customer dispute resolution schemes; and
  • consider how the Benchmarks Document could be modernised or enhanced, including through the development of implementation guidance.

CCAAC is requested to consider the views of interested stakeholders.

BACKGROUND

The Benchmarks Document states the principles, purposes and key practices for the benchmarks of Accessibility, Independence, Fairness, Accountability, Efficiency and Effectiveness. The Benchmarks Document guides effective practice for those industry sectors with schemes to resolve disputes between their industry members and individual consumers. The Benchmarks Document also serves as a guide for consumers as to what they should expect from dispute resolution schemes.

The benchmarks are referenced in both Australia and New Zealand for the approval of dispute resolution schemes where participation is required by legislation for some industry sectors.

The Benchmarks Document was developed with the assistance of industry sector dispute resolution schemes, consumer groups, government and regulatory authorities.

Downloads

CCAAC Final Report Paper – Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes [PDF – 1,198 KB]

CCAAC Final Report Paper – Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes [DOCX– 262 KB]

CCAAC Issues Paper – Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes [PDF – 517 KB]

CCAAC Issues Paper – Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes [DOCX – 201 KB]

The Benchmarks for Industry-based Customer Dispute Resolution Schemes [PDF – 55 KB]