Ombudsman Principles

The Ombudsman shall, in performance of its functions, seek to ensure and observe the principles that:

(a) it acts independently and objectively in resolving any complaint received and takes no instructions from any person regarding the exercise of its powers;

(b) it follows informal, fair and cost effective procedures;

(c) it keeps in balance the scale between complainants and insurance registrants;

(d) it accords due weight to considerations of equity;

(e) it maintains confidentiality, in so far as it is feasible to do so, in respect of every complaint received; and

(f) insurance registrants act with fairness and with due regard to both the letter and the spirit of the contract between the parties and render an efficient service to those with whom they contract.