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Ombudsman introduces conciliation

The Insurance and Savings Ombudsman has introduced a conciliation process to compliment its existing services.

Friday, January 18th 2008, 7:34AM
It says the new service "provides another forum of resolution" to members of its scheme and to complainants.

Under the conciliation process the parties will attempt to find a resolution to a complaint with the help of a neutral conciliator.

"We believe that conciliation helps resolve disputes by sharing information, identifying issues in dispute, discussing them and trying to reach agreement."

The ombudsman says it is an informal process.

Under its existing process people make formal complaints to the ombudsman which, once accepted, are investigated.

Like other conciliation processes the discussions are confidential and only a record of the outcome is recorded.

The ombudsman has already resolved two cases by conciliation and both have "achieved a satisfactory result for both parties."

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