FSPO Public Consultations

Customer Action Plan 2026-2029

Under Government Policy, each state body agency is required to have a Customer Charter and Action Plan in place. These are important documents that set out the standards of service that we aim to provide to our internal and external customers, and the corresponding performance indicators which outline how these will be achieved.

The Financial Services and Pensions Ombudsman (FSPO) is preparing for our Customer Action Plan 2026-2029. As part of the consultation process, we are inviting any feedback on our previous Customer Action Plan 2022-2025 and our Customer Action Plan 2026-2029, by way of a short survey. This is an important opportunity for the FSPO to gather different insights from stakeholders to enhance our service delivery and make a significant positive impact to the service that we provide, and we would be grateful for your contribution towards this. We have also commenced a project to deliver a new complaint management system and customer portal and would appreciate any suggestions you might have in that regard.

The survey will be open for feedback for a three-week period from 29 January 2026 to 19 February 2026 and can be accessed through this link: FSPO Customer Action Plan 2026-2029 - Public Consultation – Fill in form.
It should take approximately 15-20 minutes to complete.

We would like to thank you for your collaboration and input into this.