Ombud Council AR 2026

PART B: PERFORMANCE INFORMATION

PROGRAMME 2: CONSUMER AWARENESS AND EDUCATION

Planned Annual Targets

Actual Achievement 2025/26

Reason for Deviation

Outcomes

Outputs

Output Indicators

Corrective Action

2.1 Consumer awareness baseline measure developed

2.1.1 Date of publication of initial baseline measure (non cumulative)

Initial baseline measure published.

Not achieved

Publication of baseline measure intended for Q3 – due to procurement delays and, primarily, cash

Publication of baseline measure deferred to 2026/27 APP – service provider appointed

flow challenges, deferred to the 2026/27 FY

2. Increased consumer awareness of

2.2 Consumer awareness materials developed, and awareness activities carried out, by Ombud Council or in collaboration with stakeholders

2.2.1 Number of consumer awarenesses materials published (cumulative YTD) 2.2.2 Number of awareness activities carried out (cumulative YTD)

24

94

Performance includes materials published in multiple publications

Review future targets

ombud schemes and their services

8

21

Increased stakeholder engagements led to carrying out additional activities

Review future targets

Ombud Council 2025/26 Annual Report

39