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3. Civil law matters

3.12. Consumer Protection matters and External Dispute Resolution

For the purposes of Civil Policy 6.5.2, external dispute resolution (or EDR) means the external dispute resolution of a consumer claim or dispute using an EDR scheme. This includes, but is not limited to, EDR schemes run by the following organisations:

  • the Financial Ombudsman Service (including its third party uninsured motor vehicle jurisdiction)
  • the Credit Ombudsman Service
  • the Telecommunications Ombudsman Service
  • the Energy and Water Ombudsman Service
  • the Travel Compensation Fund
  • the Superannuation Complaints Tribunal
  • a government-based superannuation EDR process

Funding is available under Civil Policy 6.5.2 regardless of whether a claim has been through a company's Internal Dispute Resolution (IDR) process.

Date Last Published: 06/12/2010