financial hardship

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A new set of nationally endorsed Principles of Good Hardship Practice has been released, setting a best-practice guide for how organisations should support people experiencing financial difficulty. Developed by the financial counselling sector, the ten core principles focus on respectful communication, early intervention, and fair, compassionate support for people in hardship. “Too often, people in financial hardship…

Read More Financial Counsellors Publish New Hardship Best-Practice Guide for Organisations

News

The Australian Finance Industry Association (AFIA) has recently unveiled its Finance Industry Code of Practice – the first of its kind for Australia’s non-bank lending and specialist banking sector – setting a new benchmark for integrity, transparency and fairness across the industry. The Code reflects AFIA members’ commitment to protecting customers, strengthening trust and ensuring…

Read More AFIA Publishes New Code of Practice

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Financial Counselling Australia (FCA) welcomes the announcement that ANZ has admitted to widespread misconduct and has agreed to pay $240 million in penalties.   ANZ has admitted to unconscionable conduct, overstating bond trading data by tens of billions, and widespread misconduct affecting nearly 65,000 customers. The matters will now be considered by the Federal Court which…

Read More ANZ Admits to Unconscionable Conduct

SCAM

Australians reported more than 108,000 scams and financial losses of about $175 million to the National Anti-Scam Centre’s Scamwatch service in the first half of 2025, with fake websites, online advertisements, and contact through social media criminals’ preferred methods of reaching people. This Scams Awareness Week (25-29 August), the National Anti-Scam Centre is joining together…

Read More Scam Reports Down and Monetary Losses Up from 2024

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A report released today (August 7 2025) by the Telecommunications Industry Ombudsman (TIO) finds telcos are failing to consistently support customers in financial hardship and, in some cases, are unintentionally causing or making financial stress worse. The report, ‘Keeping connected: Experiences of telco consumers in financial hardship,’ is informed by a review of over 900…

Read More New Report Shows Telcos Continue to Fail Vulnerable Consumers

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Australia’s peak communications consumer body, ACCAN, has welcomed news that Optus will pay one of the largest consumer law penalties in Australian history – a $100 million fine, subject to court approval, for unconscionable conduct. ACCAN CEO Carol Bennett said, “Unconscionable conduct is a high bar and one that Optus has spectacularly surpassed in its behaviour…

Read More Optus Admits to Unconscionable Conduct, Advocates Welcome ACCC Action but Highlight Need for Strong Telco Regulation

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The Indigenous Consumer Assistance Network (ICAN) has welcomed the Australian Securities and Investments Commission’s (ASIC) timely review of the motor vehicle finance industry. The review aims to address systemic issues affecting consumers in regional, remote, and First Nations communities. ASIC’s review, announced in March, will scrutinise lenders, brokers, and intermediaries for compliance with consumer protection…

Read More ICAN welcomes ASIC review into motor vehicle finance industry

News

Financial counsellors have launched their federal election campaign – When every dollar counts, so does financial counselling – we can’t afford to wait. Financial Counselling Australia (FCA), along with all the state financial counselling associations, is calling for a commitment from all sides of politics to provide increased and more sustainable funding, particularly for face-to-face financial…

Read More Every dollar counts – financial counsellors launch election campaign

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Preliminary research commissioned by the Australian Communications Consumer Action Network (ACCAN) raises alarm bells for policymakers and regulators. Findings point to widespread consumer harm and deep mistrust in the telecommunications industry. The polling, conducted as part of the first tranche of ACCAN’s consumer sentiment research, highlights troubling experiences of telco behaviour and unmet expectations. “Given…

Read More Research highlights consumer distrust in broken telco system

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Australia’s peak communications consumer body, ACCAN, has today called for the weak and ineffective industry-drafted Telecommunications Consumer Protections (TCP) Code to be scrapped in favour of robust and enforceable industry standards that better protect Australian consumers. Communications are an essential service – yet the rules which exist to protect communications consumers are failing in their…

Read More Time to scrap ‘consumer protection’ rules that don’t protect consumers

Here to Help

Financial Counselling Australia (FCA) is reminding those who may be impacted by Cyclone Alfred, there is free financial counselling available. “Weather disasters can lead to unexpected financial problems, and some may find themselves in financial hardship,” said Louise Hayes, FCA’s National Coordinator of Disaster Recovery. “It’s important to know there are financial counsellors who can…

Read More Free financial counselling available to those impacted by natural disasters