Be the mediator in disputes between banks and their customers, through informed and well-thought resolutions and decisions.
Be committed to providing banks and their customers with a free, accessible, and efficient dispute resolution service.
- Accessibility- The office makes itself readily available to customers by promoting knowledge of its existence, being easy to use, and having no cost barriers. To promote customer access to the scheme on an equitable basis
- Independence-The decision-making process and administration of the scheme are independent of scheme members. To ensure that the processes and decisions of the scheme are objective and unbiased.
- Fairness- The scheme produces decisions that are fair and seen to be fair by observing the principles of procedural fairness, by making decisions on the information before it, and by having specific criteria upon which its decisions are based. To ensure that the decisions of the scheme are fair and are seen to be fair.
- Accountability- The scheme publicly accounts for its operations by publishing its determinations and information about complaints and highlighting any systemic industry problems. To ensure public confidence in the scheme and allow assessment and improvement of its performance and that of scheme members.
- Promotion of customer confidence and integrity in the scheme and ensuring that the scheme fulfills its role.
- Promotion of customer access to the scheme on an equitable basis without any cost barriers.
- Ensuring that the processes and decisions of the scheme are objective and unbiased and seen to be effective.
- Ensuring that the decisions of the scheme are fair and are seen to be fair.
- Publicly account for its operations by publishing its decisions and information about complaints