1. SCOF – 21 JUNE 2017 Noluntu Bam Ombud for Financial Services Providers
Program director, we sincerely acknowledge the presence of all our guests. In no particular order I mention, the following people, the chairperson and members of the board of the FSB, the Chief Executive of the FSB, Adv Dube Tshidi, Chief Operations officer, Mr Gerry Anderson, Chief Financial Officer, Mr Dawood Seedat, representatives of the Treasury department, representatives of the auditor general’s office, representatives of the office of the public protector, Adv Wessel Oosthuizen of the Centre for Financial Planning Law of the University of Orange Free State, members of the judiciary, in particular Judge Ranchod, heads of the various financial Ombuds schemes, representatives of various financial services firms, representatives of various media houses, ladies and gentlemen, friends, family and members of staff of the FAIS Ombud, a very warm welcome.
Ombud for Financial Services Providers

2. 2017/18 APP Overview Programme Goal Strategic Objective Outcomes
Technical 1
Satisfied Customers
Complaints Resolution
Quality Assurance
Customers satisfied with process
Support 2
Achieve Operational Excellence
Enhanced Service Delivery
Stakeholder Management 3
Enhanced Stakeholder Management
Improved co-operation with stakeholders

3. Programme Technical Goal Objective Annual Target NDP Priority Area
1.1
% satisfied customers as measured on returned CSFs for all resolved cases
80%
Building a capable state
Transforming society and uniting the country
Faster and more inclusive economic growth
1.2
% closed complaints within 9 months of date of receipt of complaint
85%
1.3
% satisfied customers in respect of process and communication as measured by returned CSFs for dismissed, settled and referred cases
1.4
% satisfied customers in respect of ease of access to the office as measured by returned CSFs
1.5
% complaints responded to within 7 days of date of receipt of complaint

4. COMPLAINTS RECEIVED
During the financial year 2009, we felt it was time to reconsider the way we do things. We identified and agreed upon specific areas of our operation which needed change. These changes were backed up by our operational goals. During the year 2010, we took a brief pause to change drivers, thereafter we started implementing the changes. First, we reconfigured the way we run our technical teams. Then we introduced new time frames for acknowledging and processing complaints. To this end we have put in place a seven day period for acknowledging new complaints. Let us explain that. We acknowledge all new complaints within 24 to 48 hours, however, we want to commit to seven days for now. We further committed to resolve at least 60 % of all of all complaints received within the financial year 2010/2011. I am pleased to announce we have more than achieved that as you shall see. With these changes, we believe we are giving those we serve a different experience. The rationale behind the changes is to ensure quicker and cost effective turnaround times. In our view, to be effective, our service must remain relevant to the needs of the users. It is in the interests of both the consumer and the FSP that complaints be resolved expeditiously.

5. COMPLAINTS RESOLVED
During the financial year 2009, we felt it was time to reconsider the way we do things. We identified and agreed upon specific areas of our operation which needed change. These changes were backed up by our operational goals. During the year 2010, we took a brief pause to change drivers, thereafter we started implementing the changes. First, we reconfigured the way we run our technical teams. Then we introduced new time frames for acknowledging and processing complaints. To this end we have put in place a seven day period for acknowledging new complaints. Let us explain that. We acknowledge all new complaints within 24 to 48 hours, however, we want to commit to seven days for now. We further committed to resolve at least 60 % of all of all complaints received within the financial year 2010/2011. I am pleased to announce we have more than achieved that as you shall see. With these changes, we believe we are giving those we serve a different experience. The rationale behind the changes is to ensure quicker and cost effective turnaround times. In our view, to be effective, our service must remain relevant to the needs of the users. It is in the interests of both the consumer and the FSP that complaints be resolved expeditiously.

6. Programme Support Goal Objective Annual Target NDP Priority Area 2 2.1
Type of audit opinion issued by AG in respect of Annual Financial Statements and Performance Information
Unqualified
Building a capable state;
Transforming society and uniting the country
Faster and more inclusive economic growth
Leadership and responsibility throughout society
2.2
Approved budget
Approved budget before 31 March
2.3
Review and approval of organizational policies
Reviewing and approval of policies
2.4
Minimum number of trainee contracts concluded 9
2.5
% adherence to performance management system as set out in the implementation plan
100%

7. FINANCIAL SUMMARY (as per APP)
APPROVED BUDGET
MEDIUM-TERM EXPENDITURE ESTIMATE
2016/2017
2017/2018
2018/2019
2019/2020
PROGRAMME
R'000
Goal 1: Technical
24 103
25 571
26 654
26 273
Goal 2: Support
18 604
20 315
21 575
22 850
Goal 3: Stakeholder Management
2 088
2 234
2 384
2 536
Total
44 795
48 120
50 613
51 659
Consisting of:
Compensation of employees
28 258
30 293
32 383
34 520
Goods and services
16 537
17 827
18 230
17 139
During the financial year 2009, we felt it was time to reconsider the way we do things. We identified and agreed upon specific areas of our operation which needed change. These changes were backed up by our operational goals. During the year 2010, we took a brief pause to change drivers, thereafter we started implementing the changes. First, we reconfigured the way we run our technical teams. Then we introduced new time frames for acknowledging and processing complaints. To this end we have put in place a seven day period for acknowledging new complaints. Let us explain that. We acknowledge all new complaints within 24 to 48 hours, however, we want to commit to seven days for now. We further committed to resolve at least 60 % of all of all complaints received within the financial year 2010/2011. I am pleased to announce we have more than achieved that as you shall see. With these changes, we believe we are giving those we serve a different experience. The rationale behind the changes is to ensure quicker and cost effective turnaround times. In our view, to be effective, our service must remain relevant to the needs of the users. It is in the interests of both the consumer and the FSP that complaints be resolved expeditiously.

8. FINANCIAL RESULTS AND AUDIT OUTCOMES
In line with National Treasury and Board requirements, forecast expenditure increases for MTEF period kept below CPI
Achieved unqualified audit reports since the inception of the entity
Achieved “clean audit awards” from the Auditor-General for the past 2 years
During the financial year 2009, we felt it was time to reconsider the way we do things. We identified and agreed upon specific areas of our operation which needed change. These changes were backed up by our operational goals. During the year 2010, we took a brief pause to change drivers, thereafter we started implementing the changes. First, we reconfigured the way we run our technical teams. Then we introduced new time frames for acknowledging and processing complaints. To this end we have put in place a seven day period for acknowledging new complaints. Let us explain that. We acknowledge all new complaints within 24 to 48 hours, however, we want to commit to seven days for now. We further committed to resolve at least 60 % of all of all complaints received within the financial year 2010/2011. I am pleased to announce we have more than achieved that as you shall see. With these changes, we believe we are giving those we serve a different experience. The rationale behind the changes is to ensure quicker and cost effective turnaround times. In our view, to be effective, our service must remain relevant to the needs of the users. It is in the interests of both the consumer and the FSP that complaints be resolved expeditiously.

9. Programme Stakeholder Management
Goal
Objective
Annual Target
NDP Priority Area 3
3.1
Hits on website
2500
Building a capable and developmental state
3.2
Numbers of engagements with key stakeholders, including outreach programmes 26
3.3
Numbers of media related activities 10

10. Video

11. Thank you