Ombud Council AR 2026

PART B: PERFORMANCE INFORMATION

3. Progress Towards Achievement of Institutional Impacts and Outcomes

Underpinned by our statutory mandate and aligned to our Vision and Mission, the Ombud Council’s intended impact is to ensure that a known, trusted and easily accessible ombud system exists for all in the financial sector, as indicated in the following Impact Statement: Ensuring that the ombud system works better for financial customers by using existing statutory powers to harmonise Table 5: MTSF Priorities and Strategic priorities MTDP Priority 3:

the system, improve its coverage and visibility, and track its performance; and by proactively supporting regulatory reforms to improve the system over time. The Table below sets out the Council’s targeted outcomes, outcome indicators, and five-year targets and highlights linkages to our broader organisational priorities (set out in Part A) and relevant national priorities.

Build a capable, ethical, and developmental state.

MTDP Outcome

Improve governance and performance of public entities: Reviewed public entities with rationalised, streamlined, and implemented shared-services models. Maintain a well governed and effective Ombud Council that delivers on its mandate, aligned to ombud system reforms.

Ombud Council Strategic Priority 1:

Outcome

Outcome indicator

Five-year target

Good governance and operational efficiency underpinned by effective systems and controls is embedded.

Unqualified external audit opinion Annual unqualified audit opinion Governance and operational efficiency improved through implementation of audit recommendations.

All agreed management actions in response to internal and external audit recommendations implemented on an annual basis. Board submissions indicating risk levels against appetite, tolerance and capacity levels, and accountability for implementation of risk response strategies.

Risks managed in line with approved risk appetite, tolerance, and capacity levels.

MTDP Priority 1: MDTP Outcome MDP Priority 2: MDTP Outcome

Inclusive growth and job creation.

Supportive and sustainable economic policy environment. Reduce poverty and tackle the high cost of living.

Optimised social protection and coverage.

Ombud Council Strategic Priority 2:

Leverage the broader financial sector education framework and collaborate to promote awareness and usage of the ombud system and enable financial customers to understand and assert their rights to fair treatment and redress.

Outcome

Outcome indicator

Five-year target

Increased consumer awareness and usage of ombud schemes and their services.

Gaps in consumer awareness and usage of the ombud system identified and addressed through a baseline study and development of a baseline measurement. Number of consumer awareness materials published and awareness activities carried out.

Identify and commence implementing consumer awareness and education initiatives to address gaps identified in the baseline study (Longer-term target, for next strategic planning period, will be to re-run the baseline measurement to assess increases in consumer awareness and usage).

Annual targets to be set and achieved.

Ombud Council 2025/26 Annual Report

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