Our team
Susan Taylor
Financial Ombudsman and Chief Executive Officer
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Our Financial Ombudsman and Chief Executive Officer is responsible for the scheme and for leading the investigative process. The Financial Ombudsman and Chief Executive Officer is the decision maker on complaints that require a final recommendation.
Susan Taylor was appointed as the CEO in October 2010. Susan, a lawyer, is the former Deputy Banking Ombudsman and has over 20 years’ experience in financial sector dispute resolution.
Susan is a member of the Australian and New Zealand Ombudsman Association (ANZOA). Established in 2003, ANZOA is a professional association and the peak body for Ombudsmen in Australia and New Zealand. ANZOA’s members are individual Ombudsmen working in not-for-profit industry-based, parliamentary and other statutory offices, which meet accepted high standards of independence, impartiality and effectiveness, and which observe the Benchmarks for Industry-Based Customer Dispute Resolution (CDR Benchmarks). See: www.anzoa.com.au
Prior to joining the Banking Ombudsman scheme, Susan worked both in a private law practice and as a barrister sole specialising in civil, commercial and family law and litigation.
Susan is a trustee of the Dame Malvina Major Foundation Board of Trustees, a public member of the Advertising Standards Complaints Appeal Board and a FINSIA fellow.
In 2017 Susan received a Women in Law Corporate Lawyer of the year award from the Lawyer Monthly publication. The award recognises achievement and success amongst women in the legal profession.
Case Management team
Our case managers are responsible for specific dispute files. Our case managers work with the parties to obtain the facts giving rise to the dispute and to determine the issues. Our case managers resolve or conciliate the dispute. If an early resolution or conciliation is not able to be achieved, the case manager refers the dispute to the CEO for a decision to be made.
Early Assistance team
Our Early Assistance team help consumers when they first contact our office with a new complaint or enquiry. Our Early Assistance Officer records details of the complaint and refers the complaint to the scheme participant for the participant to address through its internal complaints process. Our Early Assistance Officer keeps in touch with the consumer and the participant until the complaint is either resolved or referred back to FSCL for investigation.
Administration and Communications teams
Our administration team assist with maintaining participants’ membership details, the member database, and general enquiries to the office.
Our communications manager, supported by the communications assistant, assists with any media enquiries and manages external and internal communications.
