The Consumers’ Federation of Australia (CFA) is inviting suitable applicants to apply for the role of consumer representative on the Australian Banking Association Consumer Outcomes Group.
The Consumer Outcomes Group is a joint bank and consumer representative forum for discussing and responding to existing and emerging issues to improve consumer outcomes in retail banking. The COG is made of seven banks (the four major banks, three mid-tier banks) and seven consumer representatives.
Details of the purpose and conditions of the roles, are as follows:
Purpose of the COG
- Purpose & focus. Work collaboratively to identify priority areas that may lead to poor outcomes (e.g., product/practice issues, regulatory settings, impacts on vulnerable customers) and to agree solutions
- Active contribution. Share information and explain policy/practice, contribute to joint research and reports, and help develop shared policy or reform positions—including changes to bank policy/practice where appropriate.
- Work planning & progress. Participate in preparing an annual work plan and in reviewing/reporting the Group’s progress.
Role of the Consumer Representatives on COG is to:
- Attend COG meetings, pre meets with the ABA and other consumer representatives, provide input to the agenda, contribute papers, case studies and other presentations to COG meetings.
- Work collaboratively with bank representatives and the ABA on issues of mutual concern to improve outcomes for consumers.
- Provide thoughts and expertise to the issues discussed in COG meetings.
- Bring examples, case studies and recent experience to assist bank representatives and the ABA to understand current issues and concerns.
- Where appropriate, share information about bank industry campaigns and work, with colleagues.
The ABA appoints a Deputy Chair from the consumer representatives. The role of the Deputy Chair is to:
- Act as spokesperson/chair of the consumer representatives.
- Hold meetings of consumer representatives prior to the COG meeting to collate their agenda items and concerns.
- Support consumer representatives to use their time in COG strategically.
- Have the authority within their organisation to share consumer representative papers and case studies.
- Meet with the ABA to receive project updates.
- The Deputy Chair will be appointed by the ABA and receive a small payment to recognise their additional time commitment. If they are unable to accept this payment it will be donated to a charity of their choice.
Time Commitment:
COG sits for two formal 2-hour meetings, and full day advocacy day each year. In addition, attending pre-meetings, drafting papers or gathering data may be required. Positions are unpaid and voluntary.
Representative profile
The ABA is seeking representatives from consumer organisations with an interest in, and advocacy around, issues relating to financial services.
Representatives must have sufficient decision-making delegation from their organisation.
Appointment
Consumer Representatives to the ABA COG are appointed by CFA; and approved by the ABA’s Strategy Committee for a two-year term. Competition Law applies to COG meetings.
Short expressions of interest setting out why you’re interested and what you bring to the group, together with a CV or appropriate LinkedIn profile should be sent to?info@consumersfederation.org.au by 14 January 2026.