Annual Report on Operations
The Annual Report on Operations is an important document which provides stakeholders with detailed information about how complaints are handled by the organisation.
- 31 January 2013
- Annual Report on Operations Snapshot 2012
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Snapshot
For the first time, COSL has released an Annual Report on Operations Snapshot for the 2011 – 2012 financial year.
The Annual Report on Operations Snapshot provides a brief summary of the Annual Report on Operations 2011 – 2012, showcasing the main highlights from the year, a message from the Ombudsman and relevant case studies.
To request a hard copy of the Annual Report on Operations Snapshot, please contact the COSL office on 1800 138 422.
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- 1 December 2012
- Annual Report on Operations 2012
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2011-12 Highlights
⇒ 1,983 complaints were received in the year ending 30 June 2011 up 72% from last year
⇒ 45% increase in the number of complaints closed
⇒ 34% of complaints received related to financial hardship, which continues to feature as the single largest source of complaints
⇒ almost 16,000 contacts from consumers by phone, online or post
⇒ membership has increased by 22% to 15,535 (more than 16,300 as of 1 Feb 2012)
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- 30 June 2011
- Annual Report on Operations 2011
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2010-11 Highlights
⇒ 1,983 complaints were received in the year ending 30 June 2011 up 72% from last year
⇒ 45% increase in the number of complaints closed
⇒ 34% of complaints received related to financial hardship, which continues to feature as the single largest source of complaints
⇒ almost 16,000 contacts from consumers by phone, online or post
⇒ membership has increased by 22% to 15,535 (more than 16,300 as of 1 Feb 2012)
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- 30 June 2010
- Annual Report on Operations 2010
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2009-2010 Highlights
⇒ 46% increase in membership to 12,724, which continues to grow - see page 14
⇒ 8.3% increase in complaints - many more expected in the following months - see page 30⇒ 29% of complaints received related to financial hardship - see page 30-31⇒ 11,301 contacts were received by phone, online and post - see page 4- Read More
- 30 June 2009
- Annual Report on Operations 2009
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2008-2009 Highlights
⇒ COSL’s membership represents 69% of the entire membership of all EDR schemes in the finance sector - see page 9
⇒ one out of every three complaints received related to financial hardship - see page 19
⇒ with 1,779 new members, membership now stands at almost 8,700, despite particularly challenging times for industry participants - see page 10
⇒ 1,064 new complaints received in 2008/2009 - see page 12
⇒ 11,412 contacts received in 2008/2009 - see page 11- Read More
- 30 June 2008
- Annual Report on Operations 2008
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2007-2008 Highlights
⇒ with 2,075 new members, COSL’s membership now stands at almost 8,500, up 8% from previous year - see page 18⇒ COSL’s membership comprises 68% of entire membership of finance sector external dispute resolution schemes in Australia - see page 23⇒ 894 new complaints were received - up 264% from previous year - see page 24⇒ COSL takes the lead on financial hardship and mortgage stress issues, releasing its new Guideline on Financial Hardship aimed at giving struggling borrowers a fair go - see page 9⇒ COSL’s new case management and membership system, which facilitates complaint tracking, reporting and the identification of systemic issues, has already resulted in significant productivity gains since it went ‘live’ in January 2008 - see Page 7- Read More
- 30 June 2007
- Annual Report on Operations 2007
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2006-2007 Highlights
⇒ with 2,276 new members, COSL’s membership stands at 7,737 at 30 June 2007 - see page 2
⇒ 338 new complaints were received - up 17% from previous year - see page 18
⇒ COSL restructured its entire complaints process to minimise delay while maintaining quality service when dealing with complaints - see page 20
⇒ a total of 264 cases were closed during the year, up 22.7% from the previous year - see page 21
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- 30 June 2006
- Annual Report on Operations 2006
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2005-2006 Highlights
⇒ 227 complaints regarding members within jurisdiction received - see page 13
⇒ 1958 inquiries - see page 13
⇒ 397 complaints about non-members - see page 13
⇒ 17 complaints regarding members which were outside COSL jurisdiction - see page 13
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- 30 June 2005
- Annual Report on Operations 2005
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2004-2005 Highlights
⇒ 271 complaints regarding members within jurisdiction -
see page 14⇒ 397 complaints about non-members - see page 14
⇒ 1471 general inquiries - see page 14
⇒ 17 complaints regarding members which were outside COSL jurisdiction - see page 14
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- 30 June 2004
- Annual Report on Operations 2004
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2003-2004 Highlights
⇒ 955 complaints regarding members within jurisdiction -
see page 11⇒ 725 complaints about non-members - see page 11
⇒ 988 general inquiries - see page 11
⇒ 61 complaints regarding members which were outside COSL's jurisdiction - see page 11
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