COVID-19

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Businesses and individuals are being invited to have their say on how technology can be used to streamline the way statutory declarations and deeds are executed. Consultation will provide insights on how statutory declarations and deeds are used in the everyday transactions of Australians and inform advice to Treasurers and Attorneys General on a common…

Read More Consultation to modernise document execution across the Federation

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Telecommunications and credit and personal finance providers were found to be joint wooden spoon winners in a 2020 Sector Scorecard developed by Consumer Policy Research Centre and Roy Morgan. By delivering the joint worst customer experience overall these sectors have let down their customers when they most needed support. This highlights the need for increased…

Read More Telcos and credit providers fail consumers during COVID-19, says new scorecard

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The Australian Communications Consumer Action Network (ACCAN) has welcomed an overall fall in complaints to the Telecommunications Industry Ombudsman (TIO), however, raised concerns that small businesses may be suffering as complaint levels from the sector reach a three year high. This is a media release from the Australian Communications Consumer Action Network (ACCAN). It was originally published…

Read More Telecommunications complaints fall, but serious concerns remain

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Complaints about phone and internet services decreased 6.1 per cent in the last financial year ending 30 June 2021. During this period, residential consumers and small businesses made 119,400 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2020-21 published on the 22nd September 2021. This is a media release from the Telecommunications Industry Ombudsman.…

Read More Third year of declining phone and internet complaints but problems persist for small businesses

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The Australian Energy Regulator (AER) is inviting organisations and individuals to apply for membership on its Customer Consultative Group (CCG), a key consumer panel providing input into retail energy consumer experiences. This is a news item from the Australian Energy Regulator (AER). It was originally published on 15th September, 2021. The CCG is a critical part of our stakeholder…

Read More Australian Energy Regulator seeks new members on key panel representing consumer views

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The independent committee that monitors the Customer Owned Banking Code of Practice (the Code) has released its Annual Report for a year marked by the ongoing challenges arising from the COVID-19 pandemic and expectations of the financial services industry to embed extensive regulatory changes stemming from the Financial Services Royal Commission. This is a Customer…

Read More Customer Owned Banking Code Compliance Committee releases Annual Report for 2020-21

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A coalition of the country’s leading consumer organisations is calling on Australia’s major banks to make significant updates to their industry code to improve outcomes for customers. The Consumers’ Federation of Australia’s (CFA) submission of behalf of the coalition to the 2021 review of the Australian Banking Association (ABA) Banking Code of Practice (the Code)…

Read More Banks can do better: Consumer groups make more than 100 recommendations to improve bank behaviour

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The independent committee that monitors the Insurance Brokers Code of Practice (the Code) has released its Annual Report for 2020–21, a year marked by the continued impact and disruptions of COVID-19, the torrent of legislation following the Financial Services Royal Commission and the unprecedented risk challenges facing the insurance industry. This is an Insurance Brokers Code…

Read More Insurance Brokers Code Compliance Committee releases Annual Report for 2020–21

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The Australian Communications and Media Authority (ACMA) is looking to improve the way the telco sector supports consumers in vulnerable circumstances, with a proposed Statement of Expectations for the industry released for consultation today. This is an Australian Communications and Media Authority media release, originally published on 14th July, 2021. ACMA Chair Nerida O’Loughlin said…

Read More Expectations for telcos in supporting vulnerable consumers

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Consumer group CHOICE has asked Australian governments to fix Australia’s travel “cancellation chaos” with 7 urgent reforms, starting by making it easier for travellers to obtain refunds when plans are cancelled. This is a CHOICE media release, originally published on 8th July, 2021. CHOICE surveyed over 4,400 Australians who had travel plans disrupted by COVID-19…

Read More 7 ways to fix the travel “cancellation chaos”

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The Banking Code Compliance Committee (BCCC) has published its 2021-24 Strategic Plan and 2021-22 Business Plan. The  2021-24 Strategic Plan outlines the areas we will focus on to achieve our purpose for the period 2021–22 to 2023–24, including taking action to: improve the visibility of the BCCC enhance our intelligence sources and identify important issues expand our engagement with consumer stakeholders…

Read More BCCC publishes 2021-24 Strategic Plan and 2021-22 Business Plan