Independent review 2019

As an approved scheme under the Financial Service Providers (Registration and Dispute Resolution) Act 2008 (the Act), the Banking Ombudsman Scheme (BOS) is required to commission an independent review and provide a report to the Minister of Commerce and Consumer Affairs.  Our participation agreement also requires such a review.

Deborah Hart of Deborah Hart Consulting has been engaged to conduct the review. 

Deborah Hart is the former executive director of the Arbitrators’ and Mediators’ Institute of New Zealand and an Associate of that organisation.  She is a panel member of the Human Rights Review Tribunal and a member of the Institute of Directors.  She will soon take up the board chair of the Holocaust Centre of New Zealand.

Issues paper & call for submissions

Please read the issues paper.

You are invited to make submissions.  The matters raised in the issues paper are intended to prompt your thinking, but not to limit the scope of submissions or to prevent you raising matters you believe are relevant.

Your submissions need not be formal or lengthy.

Written submissions must be received by 5pm, 16 September 2019.  If in writing, they may be made publicly available on our website unless confidentiality is requested in the submission. 

It would be helpful if your submission is accompanied by the completed form titled “Submission Information”.  You will find it at the end of issues paper.

Please forward written submissions to:

Deborah Hart
Deborah Hart Consulting Ltd
PO Box 523, Shortland St, Auckland 1140.

If you need any assistance in making a submission or would prefer to make a submission in person, please contact Deborah Hart on 021 379 344 or

Who will be consulted

As well as receiving submissions, Deborah Hart will be consulting:

  • The Banking Ombudsman Scheme – board members, the Banking Ombudsman and staff
  • Representatives of participants
  • Government representatives / regulators
  • Non-government consumer organisations
  • Ombudsman of other dispute resolution schemes
  • Complainants whose matters have been closed.

An invitation will be extended to the Minister to provide views on the review.