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News and Publications


Recent Media Releases


Consumer Information Sheets

We have prepared a series of Consumer Information Sheets on issues which are frequently the subject of complaints made by consumers to the ISO.


Christchurch Earthquakes


Financial Services and Superannuation


General Insurance (house, contents, vehicle)


Health and Disability Insurance




Travel Insurance


Online Articles


Consumer Focus Newsletter




ISO Constitution and Terms of Reference

The constitution and Terms of Reference which apply from 1 March 2012

The Rules and Terms of Reference which apply prior to 1 March 2012


Annual Report


Independent Reviews

Every 5 years, the ISO Scheme is required to conduct an independent review of its complaints handling service.

The 2013 independent review is complete and the ISO Commission is working through its response to each recommendation.  Click here to read the 2013 Review of the ISO Scheme.

Click the links below to read copies of the previous 2 independent reviews.



Casenotes have been published annually since 1999 and provide case summaries of all complaints considered by the ISO each year. .