Mr. Stephen Groarke:

The circumstances tend to vary. In addition to the 28 cases which have not yet been adjudicated by the Financial Services Ombudsman, FSO, through mediation at the dispute resolution service of the FSO, we have been able to resolve a further 13 cases. We believe this is potentially an additional useful mechanism to the two appeals panels. In response to the Senator's question, there tends to be diverse circumstances, including personal circumstances, some of which would be non-financial, that would come out in the course of the appeals process mechanism or the FSO process, such that I could not say there was a trend in the cases mentioned.