OA Service Standard Framework

The Ombudsman Association's Service Standards Framework sets out what the general public can expect when using one of our members’ service.

The Framework provides a 'roadmap' that members can use to raise their own performance, embed good practice in their organisation, and to demonstrate the quality of the service they provide.

In clarifying what service users can expect, the Framework acts as a tool with which to manage expectations and build trust and confidence in the services that members provide.

The Framework enables members to report on their performance to the public and to the organisations they are accountable to on five commitments to service users:

•  Accessibility
• Communication
• Professionalism
• Fairness; and
• Transparency.