Ombud Council AR 2026

PART B: PERFORMANCE INFORMATION

Publications: The Council developed and disseminated video and podcast episodes which aimed at improving public understanding of the role of financial ombud schemes and the types of complaints handled by the schemes. Other communication initiatives included: • Static and digital outdoor billboards in high-visibility taxi ranks or market areas in the Eastern Cape, Free State, Limpopo, Mpumalanga and Northern Cape. • Online digital media advertisements alerting the public to the financial ombud system and the ombud schemes were featured in national digital newspapers and on social media platforms. • Radio interviews conducted in vernacular languages to enhance reach across different segments. • The launch of the Ombud Council’s digital TV content platform to raise awareness of the financial ombud system, promote consumer education and enhance transparency in the financial sector ombud system ombud sector. • Contributions to content for inclusion in stakeholder newsletters. Activities: The Council’s specific achievements relating to consumer awareness outreach activities included presentations, workshops, exhibitions, or participation in various activities, including but not limited to the following: • The Council enabled the participation of the NFO, FAIS Ombud and PFA at the Rand Show, allowing for direct engagement with the public and enhancing awareness of the mandates of the schemes and the types of complaints they handle. • Lectures were given to postgraduate students in law at the University of the Witwatersrand. • Exhibitions at a compliance and business masterclass workshop at the University of Johannesburg and at other stakeholder events. • Participated with the ombud schemes, the NCR and the FSCA as well as other stakeholders in Money Smart Week South Africa (MSWSA), the National Consumer Financial Education Committee’s flagship annual consumer education initiative. • In collaboration with the ombud schemes, shopping mall activations in Soshanguve, Kagiso and Hammanskraal.

implemented quarterly risk reporting to the Audit and Risk Committee as part of the quarterly integrated GRC reports throughout the 2025/26 financial year and no deviations or delays were experienced for any of the quarterly risk reports. As planned, the compliance reporting to the Audit and Risk Committee commenced in the second quarter of the financial year, also as part of the quarterly GRC reports, and no deviations or delays were experienced. The Council consistently met its Employment Equity Plan targets throughout the 2025/26 financial year. The staff complement of eight full-time employees comprises the following demographics: 63% female and 37% male; 0% with a disability; and 88% black, 12% white. The Council’s targeted organisational structure remained fully capacitated throughout the year. Outcome 2: Increased Consumer Awareness of Ombud Schemes and their services. The Council continued to fulfil its consumer awareness mandate by expanding consumer awareness initiatives when compared to the previous reporting period. Adopting a collaborative approach with the financial ombud schemes, the FSCA, the NCR and other stakeholders enabled alignment of messaging and coordinated use of resources in support of national financial literacy and inclusion objectives. Targets for outputs relating to publication of consumer awareness materials and for carrying out consumer awareness activities were both exceeded. A total of 94 publications were issued, against a target of 24, mainly due to effectively using the materials developed across multiple publications and mediums, enhancing consumer reach. Thanks to effective stakeholder relationship management, the Council was also able to exceed its target for consumer awareness activities, carrying out 21 specific awareness initiatives as compared to a target of eight. The Council actively participates in multi-stakeholder forums in the consumer education arena, including the National Treasury-led National Consumer Financial Education Committee; the National Consumer Financial Education Strategy Working Group; and the Consumer Protection Forum. This provides an opportunity for the Council to support flagship initiatives of these stakeholders, such as the Money Smart Week South Africa (MSWSA) and World Consumer Rights Month campaigns. Other consumer awareness publications and activities carried out during the financial year include the following:

Ombud Council 2025/26 Annual Report

35