Our work is guided by what is known as the CDR benchmarks. The full name for these benchmarks is the Commonwealth Government's Benchmarks for Industry-based Customer Dispute Resolution.
The CDR benchmarks set out our principles of accessibility, independence, fairness, accountability, efficiency and effectiveness.
We undertake regular independent reviews to make sure we’re complying with the CDR benchmarks.
Consulting agency cameron.ralph.khoury reviewed us in 2019. It determined that we met the CDR benchmarks.
It advised that we remain “a professionally run external dispute resolution (EDR) scheme” that has the “strong support of both consumer organisations and Providers”.
The final report offers valuable feedback about how we should evolve and suggests areas that will support improved performance against the CDR benchmarks. The EWOV Board considered and responded to these recommendations.
Consulting agency CameronRalph Navigator reviewed us in 2014. It found that we met the benchmarks.
It advised that we are a professionally-run scheme whose staff are highly engaged with their work and committed to continuous improvement.
The final report made recommendations for “subtle shifts in balance”, to which the board responded.