Complaint determinations
In some cases, where the Committee makes a finding that the Code has been breached (not infrequently more than one breach is found per complaint), the Committee may recommend in its determination that remedial action is taken by the Bank. The Bank’s response is then monitored by the Committee.
Number of Complaints: Individual Banks 2008/09
Description to go here.
View 2009 New Complaints: individual Banks
New Complaints: by Source
There were 20 new complaints received during the year including 10 complaints which were received online. This compared to 24 and 11 respectively in 2007/08.
View New Complaints: by source
New Complaints: by Complainant
Of the 20 complaints, 13 were from individuals. The remaining 7 were received from financial counsellors or consumer advocates acting on behalf of the complainant customer.
The Committee is yet to receive a complaint from a small business, although complaints have been received from individuals in relation to personal and small business banking. While the promotion of the Code is a matter for the Australian Bankers Association, the Committee continues its efforts engage with small business in relation to the Code.
View New Complaints: by Complainant
New Complaints: by Banks
The 20 new complaints received during the year were directed to 8 of the Code’s 13 subscriber banks.
Of these 20 complaints 10 were directed to the largest 4 subscriber banks (by market share).
View New Complaints: by Bank sector
New Complaints: by alleged Breach
The 20 complaints received by the Committee contained X alleged breaches of the Code. The new complaints, as in previous years, included the alleged failure of banks to: act fairly in their dealings with customers; assist customers in financial hardship including dealing effectively with customer’s representatives; and to properly resolve disputes.
View New Complaints: by alleged Breach
The complaints received by the Committee in many instances are broad in nature and do not always specify the relevant Clause of the Code that was alleged to have been breached. The New Complaints: by alleged Breach graph includes alleged breaches of the Code identified by the Committee consistent with the circumstances advised in complaints. Note that proven breaches of the Code as determined by the Committee after completion of its case investigations are contained in Section 4 below.