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- Title
Systemic Issue Resolution in Two Dimensions: A Reflection Based on a Ten-Year Review of the Australian Financial Ombudsman Service.
- Authors
Nuannuan Lin; Weijun Hu
- Abstract
Ombudsmen are alternate dispute resolution practitioners that resolve individual complaints and use the outcomes of those resolutions to identify and rectify systemic problems. These practitioners originated in the public sector and are expanding to the private sector because of their specialty in dealing with systemic issues. As a tenyear review of the activities of the Australian Financial Ombudsman Service indicates, the Ombudsmen's systemic issue resolution practices focus on the individual characteristics of each complaint. Consequently, recommended solutions are limited to active errors that arise from factors laying outside of a system, such as the system's clients and workers. Thus, Ombudsmen should expand their focus from the analysis of such extra-system factors to the evaluation of their intrasystem counterparts. This focus on the intra-system dimension of systemic issues will enable Ombudsmen to identify and resolve the rootcauses of systemic issues that lay within a system in addition to those that lay outside of it.
- Subjects
OMBUDSPERSONS; FINANCIAL services industry; FACTOR analysis; PUBLIC sector; PRIVATE sector; NEW Year's resolutions
- Publication
Harvard Negotiation Law Review, 2020, Vol 26, p113
- ISSN
1556-0546
- Publication type
Article