Ombud Council AR 2026

PART A: GENERAL INFORMATION

3. Foreword by the Chairperson of the Board

Chairperson of the Board: Ombud Council Ms Eileen Meyer

T he Annual Report of the Ombud Council, the first prepared under the Strategic Plan for 2025/26 to 2029/30, provides an opportunity to account for our performance over the past financial year, reflect on the challenges encountered, and demonstrate how these experiences will strengthen our work in the years ahead. It is my privilege to present this report as evidence of the Council’s commitment to transparency, sound governance and the effective oversight of South Africa’s financial sector ombud system. During the year under review, the Council demonstrated its ability to operate as a resilient institution in a changing and sometimes uncertain environment. The Council continued to expand its impact through consumer education and stakeholder engagement. Working collaboratively with financial sector ombud schemes, regulators, and other partners, the Council exceeded its targets for outreach and awareness activities, promoting a greater understanding of financial dispute resolution mechanisms and supporting broader financial inclusion objectives. These initiatives are central to ensuring that consumers are aware of their rights and know where to seek redress when disputes arise. The Council also continued to advance reforms aimed at strengthening the financial sector ombud system. Through its oversight role, analysis of systemic risks and participation in legislative reform processes, it contributed to ensuring that the system remains accessible, responsive and capable of meeting the evolving needs of financial customers and industry participants alike.

Strong governance remained a defining feature of the organisation throughout the year. The achievement of another clean audit reflects not only compliance with legislative requirements but also the effectiveness of the Council’s internal controls, risk management and oversight processes. Responsible stewardship of public resources is fundamental to maintaining the trust placed in the institution by Parliament and the South African public. Against a demanding operating environment, the Council achieved the overwhelming majority of its planned performance targets. The only material delay related to the consumer awareness baseline study, where procurement was deferred in response to liquidity constraints beyond the organisation’s control. This decision reflected prudent financial management rather than a departure from strategic priorities, and the work will continue in the new financial year. Despite substantial liquidity pressures caused by delayed levy payments related to consequences of legislative impacts, the organisation remained focused on its statutory mandate, managed its resources prudently, and continued to deliver on its key strategic priorities. The experience also highlighted the importance of strengthening the legislative and administrative arrangements governing the funding of the Council, work to which the organisation actively contributed during the year. As Accounting Authority, I witnessed first-hand the disciplined and measured response of the Chief Ombud and the executive management team to these challenges.

Ombud Council 2025/26 Annual Report

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