Mission

The mission of the Ombudsman is to consider complaints made against operators within the Vacation Ownership Industry and to resolve such complaints, through mediation, conciliation, recommendation or determination.

The Ombudsman shall seek to ensure that:

• It acts independently and objectively in resolving complaints received, without taking instructions regarding the reach of its authority.
• It follows informal, fair and cost-effective procedures.
• Confidentiality is maintained, where possible, and subject to Rule 7 (below), in respect of every complaint received.
• It cooperates with the Disciplinary Committee which has been established in terms of the Ombudsman for Holiday Ownership, in promoting public awareness of the existence and functioning of the Ombudsman.
• It acts with fairness and due regard to both the content and the spirit of the contract between the parties to render an efficient service to their Members/Owners.