CIFO’s staff includes a principal ombudsman and chief executive, a manager of administration and stakeholder relations, an administration officer, and one or more case handlers depending on complaint volumes.
The board appointed Douglas Melville as the principal ombudsman and chief executive, who took up the post on 1 June 2015. The principal ombudsman and chief executive is responsible for the dual role of ombudsman as decision-maker with respect to complaints as well as directing the day-to-day operation of the office. The appointment of the Ombudsman is made on a renewable term of five years.
Douglas Melville is currently the chairman of the worldwide International Network of Financial Services Ombudsman Schemes (INFO Network), and has advised internationally on financial consumer protection for the World Bank and others. Until May 2015 he was the ombudsman and chief executive of the Canadian Ombudsman for Banking Services and Investments. He qualified as a lawyer in Ontario and became an ombudsman in 2006. Before that, he held senior roles in the banking, investment and insurance industries. He has also been a board member of various not-for-profit organisations covering healthcare, the environment, anti-poverty policy, financial literacy, international development and performing arts.