From the Chair of the Banking Code Compliance Committee:
This year we issued three sanctions to three banks for serious and systemic breaches of the Code [relating to deceased estates]. This action underscores our commitment to hold banks accountable for the promises they make under the Code and to respond firmly where we find serious failings. By highlighting these failings, we aim to shine a light on poor practices, raise community awareness, and reinforce the importance of upholding the banks’ promises to their customers.
A major piece of work for the year was the follow-up to the guarantees inquiry. We undertook this work to assess the level of improvement from banks in response to our 2021 inquiry into how guarantees were being managed. In the follow-up, we considered banks’ responses to our recommendations and whether this improved practices. This continued focus helps ensure banks take action to address the compliance gaps we had identified.
Consultation on changes to the Code, following the 2021 independent review, absorbed much of our focus in this period. It presented an important opportunity for banks to strengthen their commitment to customers and ensure the Code operates as a progressive conduct model, uplifting standards of practice. While we would have liked the ABA to go further, we were pleased that our advocacy contributed to ensuring the Code retained important customer protections, including the diligent and prudent banker obligations for individuals, provisions for complaints handling, and strong BCCC oversight.
The coming year will be significant as we work closely with the ABA and banks to ensure a seamless transition to the new Code and Charter, in addition to embedding new breach reporting arrangements that are set to take effect in the new Code and Charter.
We will commence a new inquiry examining banks’ compliance with the branch closure obligations. We will also finalise our work on the follow-up to the inquiry on inclusivity, accessibility, and vulnerability obligations. Additionally, we will continue to engage with the ABA and banks to ensure banking services offered through Bank@Post comply with the Code, and customers using these services receive key protections afforded by the Code.
I would like to extend my gratitude to former Committee members, Ms. Cat Newton and Ms. Anne O’Donnell, for their valuable contributions. I also warmly welcome our new Committee members, Ms. Lody Stewart and Mr. Rob Lomdhal who joined the Committee at the start of this year.
I also want to thank the Board of the Australian Financial Complaints Authority (AFCA) and the CEO and Chief Ombudsman, David Locke for their continued support.
Thank you very much to the Code Team for their dedication and hard work throughout the year.
Together, we will continue to focus on upholding the standards of the Code and ensuring that the banking sector remains accountable, transparent, and customer-focused.
Ian Govey AM
Independent Chairperson
Banking Code Compliance Committee
The above message from the BCCC Chair (published September 2024, minor alteration for clarity by CFA), and the associated annual report, are available on the BCCC’s website here.