Our Management Team
Chief Executive Officer
The CEO is responsible for the scheme and for leading the investigative and recommendation process. The CEO is the decision maker on complaints that require a formal 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. During her time at the Banking Ombudsman’s office Susan was the chief legal adviser for the scheme and led the team of investigators in that office.
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 FINSIA fellow. Susan is also a public member of the Advertising Standards Complaints Appeal Board.
Administration and Finance Manager
Our Administration and Finance Manager manages all participants’ membership enquiries, membership details, the membership database, the office accounts and general administration.
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 Officer
Our Early Assistance Officer helps 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.
Our administrative assistant assists the Enquiries and Administration Manager with participants’ membership details, the member database and general enquiries to the office.