OMBUD COUNCIL ANNUAL REPORT 2024/25

PART A: GENERAL INFORMATION

6. STRATEGIC OVERVIEW

T he Ombud Council became operational for the purposes of core statutory functions in May 2021 but only became listed as a public entity for purposes of the PFMA at the start of the 2023/24 financial year. The Ombud Council’s first formal Strategic Plan was therefore developed to cover a two-year period, 2023/24 and 2024/25, because of the term of the sixth administration ending in 2024. This Annual Report reports progress against the second and final year of that two year Strategic Plan.

The inaugural Strategic Plan identifies five strategic priorities, aimed at striking a balance between delivering the Ombud Council’s statutory mandate and operationalising the organisation to meet its PFMA and related governance and operational responsibilities, whilst also maintaining flexibility to respond to pending regulatory reforms of the ombud system. The strategic priorities are:

Figure 1: Strategic Priorities of the Ombud Council

Build a well-governed institution sufficiently capacitated to perform its functions efficiently and effectively.

SP1

Enhance the coverage and effectiveness of the ombud system by addressing jurisdictional gaps and overlaps and promoting coordination and alignment of scheme processes.

SP2

Support financial inclusion initiatives undertaken by ombud schemes and other regulators to create consumer awareness of the services offered by ombud schemes.

STRATEGIC PRIORITIES (SP)

SP3

Contribute to reform of the ombud system through proactive participation in regulatory and policy reform and transition projects.

SP4

Effectively monitor the performance and compliance of ombud schemes in line with the Ombud Council’s statutory objective (section 176 of FSR Act).

SP5

A new five-year Strategic Plan has been finalised for the 2025 to 2030 period, which builds on and enhances the foundations built over the past two years.

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OMBUD COUNCIL ANNUAL REPORT 2024/25