Our independent Board of Directors is responsible for the overall governance of the service.
We regularly meet and discuss issues with government regulators, policy-makers, industry and consumer representatives, but we carefully guard our independence. That's important so we can continue to be the impartial and fair service that consumers and firms expect when a dispute needs to be resolved.
Our staff is headed by the Ombudsman, and we have two teams of investigators: one for Banking Services and the other for Investments. The Ombudsman is also independent of industry and government. Our staff is experienced, professional and highly qualified to undertake case assessments and investigations.
We levy fees on all of our participating firms based on their size or volume of business. Our budget is set each year by the Board of Directors based on the advice of staff.