FINANCIAL OMBUDSMAN SERVICE AUSTRALIA. FOS Secure Services. Online Member Portal User Guide. January FOS Secure Services User Guide Page 1 of 19

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1 FOS Secure Services Online Member Portal User Guide January 2017 FOS Secure Services User Guide Page 1 of 19

2 Contents 1 Introduction 3 2 Welcome Page 4 3 Case Reporting Monthly and Quarterly Summary Reports Case Search Options Case Search Results Case Search Glossary of Search Criteria 8 4 Systemic Issues Reporting Monthly and Quarterly Summary Reports Systemic Issues Search Options Systemic Issues Search Results 10 5 Dispute Activity Dashboard 11 6 Case Management Case List Case Summary Received Correspondence Send New Correspondence Submission History Glossary of submission statuses 15 7 Update Contact Details Update Personal Details Add New Contact / Reallocate Contact Type 16 8 Credit Representatives 17 9 Invoices Annual Assessment Membership Certificate Cancel Membership Change Password 19 FOS Secure Services User Guide Page 2 of 19

3 1 Introduction Secure Services are member-only services located within a secure portal on the Financial Ombudsman Service (FOS) Australia website. FOS members can log in to the portal at any time from any location to view cases and manage disputes online, run reports, update contact details, pay invoices, notify FOS of authorised representative changes, and much more. For further information on Secure Services, including how to register for an account, where to log in, and an explanation of the contact types referred to in this User Guide, please read our Secure Services Frequently Asked Questions. SUPPORTED WEB BROWSERS All services on the FOS website have been designed and tested to be compatible with the following browsers: Internet Explorer versions 10 and 11 (most features also supported in IE9) All recent releases of Chrome, Firefox and Safari We recommend using the latest version of whichever browser you are using. If you are not using one of the supported browsers listed above, features of some services may not display or function properly. FOS Secure Services User Guide Page 3 of 19

4 2 Welcome Page This is the first page you see each time you log in to the portal. The rest of this User Guide will look at each service in the Secure Services menu. Secure Services menu Breaking news and information for members Member resources and newsletter archive Log off FOS Secure Services User Guide Page 4 of 19

5 3 Case Reporting Case Reporting is available to all FOS member contact types. 3.1 Monthly and Quarterly Summary Reports Select from disputes carried forward, received, or closed Select monthly or quarterly Select report period Click column header to sort results Download xls or pdf Full screen toggle Find specific disputes Select number of results per page Page navigation FOS Secure Services User Guide Page 5 of 19

6 3.2 Case Search Options Select Case Search Enter search criteria Save frequently used searches Load saved searches Run search FOS Secure Services User Guide Page 6 of 19

7 3.3 Case Search Results Click any column header to sort results Download xls or pdf Full screen toggle Scroll to view more Select results per page Page navigation Click any result row to view detailed Case Information FOS Secure Services User Guide Page 7 of 19

8 3.4 Case Search Glossary of Search Criteria Description Case No Date Received Date Registered Date Progressed from Registration Date Closed Number of Days Open Significant Event Applicant Applicant Contact FSP Contact FSP Reference FOS Team FOS Contact Stream State Status Product Line Product Category Product Issue Type Issue Outcome Outcome Type Comparative Business Category Definition The unique identifier for the dispute, also known as the reference ID. It will be six numeric digits. If a single case number is required enter it in the first field. Otherwise enter in a case number range. The date the dispute was received in our case management system FOSSIC having been either lodged via our website, or by a FOS case worker entering the details provided by the applicant or their representative via phone, fax, letter, or in person. For disputes lodged since 1 July 2015, this is the date we first referred the dispute to you under our Registration & Referral process. The date the dispute entered our case management process, having not been resolved at the Registration & Referral stage. The last time a case was closed by FOS. Note: If a case has both a Date Received and a Date Closed, it has at some point been reopened. The number of days that a case is/was open for. Where a range is not provided the figure entered is considered the minimum number of days open. The search will return all cases open for more than this number of days. For example, if you enter 120 the results will show all cases open for 120 days or more. Note: this is available for open and closed cases. Does the case relate to a significant event, such as a natural disaster (e.g. Queensland floods) or a LPPI status (Legal Proceedings Previously Issued)? The name of the applicant involved in the dispute. The person nominated by the Applicant as their point of contact for the dispute. The contact name provided by the FSP that FOS is dealing with for the case. Reference information provided to the applicant or their representative by the FSP, e.g. credit card number, policy number. The team within FOS that is handling the dispute. The person at FOS that is handling the dispute. Fast Track, Standard, Complex, Terms of Reference, No Stream or All Open, Closed or All The current status of the dispute in our case management system. These three selection fields work together. Selecting a particular Product Line for example will filter the Category and Product options available to only those applicable. For instance, if you select Product Line Credit the Category Domestic Insurance would not be available. These two selection fields work together. Selecting a particular Issue Type for example will filter the Invoice options available to only those applicable. Search on the outcome of a case that has been closed. The category the dispute falls within for comparative reporting purposes. FOS Secure Services User Guide Page 8 of 19

9 4 Systemic Issues Reporting Systemic Issues Reporting is available to all FOS member contact types. 4.1 Monthly and Quarterly Summary Reports Select Systemic Issues Summary Select monthly or quarterly Select reporting period Download xls or pdf Find specific issues Select number of results per page Page navigation Full screen toggle FOS Secure Services User Guide Page 9 of 19

10 4.2 Systemic Issues Search Options Enter search criteria Run search Select Systemic Issues Search 4.3 Systemic Issues Search Results Download xls or pdf Full screen toggle Click any column header to sort results Click any result row to view Disputes that apply to the systemic issue FOS Secure Services User Guide Page 10 of 19

11 5 Dispute Activity Dashboard The dashboard is available to all FOS member contact types. View activity by day week month quarter financial year to date Filter open cases by Stream, Case Status and FSP Contact Choose ascending or descending age range Toggle between Currently Open and Closed cases (and choose period in which cases were closed) Click any case count to view downloadable list of cases Hover on Oldest Open case numbers to see FSP Contact or click to view case details FOS Secure Services User Guide Page 11 of 19

12 6 Case Management Case Management online is available to all FOS member contact types. 6.1 Case List Return to main menu Click filter icon for advanced search Click any column header to sort list by that column Click anywhere in row to view Case Summary Page navigation Select number of cases per page Refresh list FOS Secure Services User Guide Page 12 of 19

13 6.2 Case Summary Page navigation Change FSP reference type Change FSP reference number Change FSP contact Click anywhere on a tab to expand / collapse that section 6.3 Received Correspondence Click a file to open and/or save a copy Click filter icon for advanced search Click any column header to sort list by that column FOS Secure Services User Guide Page 13 of 19

14 6.4 Send New Correspondence (1) Select case action NB. Only case actions that apply at current dispute status will be offered (2) Add comment if applicable (4) Submit correspondence (3) Attach up to 15 files by clicking Select files or using drag and drop (not available in IE9). Max 25MB per file. Valid file formats as listed below. File names must not exceed 50 characters. Duplicate file names not allowed. File names must only contain English alphabet A-Z, numbers 0-9, characters _ ( ) - =. Valid file formats bmp dat doc docx gif jpg jpeg mp3 png pdf rtf tif tiff txt wma wmv xls xlsx FOS Secure Services User Guide Page 14 of 19

15 6.5 Submission History This service provides all contact types with a record of case actions and related correspondence submitted through the online Case Management service. Click filter icon for advanced search Click any column header to sort list by that column Submission reference Date and time of submission FSP contact who made submission Case action selected Comments (click to view) Attachments (click to view file names) Status in our system (see glossary below) 6.6 Glossary of submission statuses Description Received Pending Failed Definition Correspondence successfully processed in our system Correspondence not yet processed in our system Correspondence could not be processed (clicking the status provides further advice) FOS Secure Services User Guide Page 15 of 19

16 7 Update Contact Details 7.1 Update Personal Details This service is available to all FOS member contact types. Update Contact Details Select to edit personal details. Note: name and contact type cannot be changed as login is based on them. 7.2 Add New Contact / Reallocate Contact Type This service is only available to MD/CEO and EDR Manager contacts. Use this option to notify FOS of a new contact, or a change of contact roles within your team. Select a contact type and complete the requested details. Submit the form. You will see updates immediately pending in the Other contacts table. Allow 2 hours for changes to take effect. Note: only the MD/CEO can change Finance, EDR Manager and Comparative Tables contacts. Select to add a new contact or reallocate a contact type FOS Secure Services User Guide Page 16 of 19

17 8 Credit Representatives This service is available to MD/CEO, EDR Manager and ACR Liaison contacts. Use this option to notify FOS of revoked representative authorisations. Credit Representatives Select number of results per page Click any column header to sort list by that column Find specific representative Download list of former and current authorised representatives Page navigation Enter cessation date to confirm and submit notification to FOS FOS Secure Services User Guide Page 17 of 19

18 9 Invoices This service is available to MD/CEO, Finance and EDR Manager contacts. Search invoices Select to view invoice Information on fees and charges Return to Main Menu How to pay instructions 10 Annual Assessment The assessment is available to MD/CEO, Finance, EDR Manager and Comparative Tables contacts. All participating financial services providers are required to complete an annual business size assessment. We use the information captured in the assessment to calculate your base levy and in compiling comparative reporting tables. Finance and Comparative Tables contacts will be notified by when the assessment is available to complete. More information about the annual assessment is available on our website at FOS Secure Services User Guide Page 18 of 19

19 11 Membership Certificate This facility is available to MD/CEO, Finance and EDR Manager contacts. Membership certificates for the current financial year are normally available within two business days of a member paying their annual base levy invoice and remain available until the following year s base levy is invoiced. 12 Cancel Membership This facility is only available to MD/CEO and Finance contacts. Detailed information about membership cessation is provided on selection of this option, including an online form to request cessation of membership. 13 Change Password Change Password is available to all FOS member contact types. Select this option to change your password. Hover on the blue help icon for tips on creating a secure password and how to keep your password safe. FOS Secure Services User Guide Page 19 of 19