Our approach to resolving disputes

We are independent and don’t advocate for either party. Instead, we uncover the facts impartially, helping both parties better understand the issues and each other's point of view. We form an independent view of the dispute by looking at what’s fair and reasonable, good industry practice and the law. Taking an informal approach, we help you and the company agree on a resolution.

If a customer and the company can’t agree, the Ombudsman has the power to make a decision. If the customer accepts the Ombudsman’s decision, the company must comply with it. If the customer doesn’t agree, they may take action in another forum, such as a court.