Our Articles of Association call for the TIO to commission an independent review of our service periodically. The Board engaged consultancy firm KPMG to conduct such a review in December 2010, which handed its report in June 2011.
The review included consultation with more than 30 stakeholders such as government, industry, other ombudsman schemes, consumer representatives, the Ombudsman, and Board and Council members. Through this consultation, KPMG assessed our current performance, our future and the industry’s and made strategic recommendations on how we might best take on future challenges.
At the time of completing this report, the review’s findings had not been published. The review report and the TIO’s response will be published during 2011-12.