CONSUMER COMPLAINTS – AUSTRALIA

CBA abusing the law fighting customers: Labor

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Original article by James Eyers
The Australian Financial Review – Page: 19 : 12-Oct-18

Commonwealth Bank of Australia CEO Matt Comyn appeared before the House of Representatives economics committee on 11 October. He admitted that the misconduct exposed by the financial services royal commission had hurt some customers, and said CBA is changing its organisational culture in the wake of the scandals that have rocked the bank. Labor MP Clare O’Neil criticised CBA’s approach to dealing with customers’ complaints, including the use of aggressive litigation tactics.

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, AUSTRALIA. HOUSE OF REPRESENTATIVES STANDING COMMITTEE ON ECONOMICS, AUSTRALIAN LABOR PARTY, AUSTRALIA. ROYAL COMMISSION INTO MISCONDUCT IN THE BANKING, SUPERANNUATION AND FINANCIAL SERVICES INDUSTRY, LIBERAL PARTY OF AUSTRALIA

ACCC slams health insurers

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Original article by Sarah-Jane Tasker
The Australian – Page: 17 & 28 : 26-Jun-18

Complaints to the Private Health Insurance Ombudsman rose by 30 per cent in 2016-17, with benefit payments again attracting the most complaints. The Australian Competition & Consumer Commission’s acting chair Delia Rickard says the health insurance sector needs to become more transparent about its policies if it wants to restore consumer trust. Australians paid around $A23.1 billion in health insurance premiums in 2016-17, an increase of $A1 billion over the previous year.

CORPORATES
PRIVATE HEALTH INSURANCE OMBUDSMAN, AUSTRALIAN COMPETITION AND CONSUMER COMMISSION, BUPA AUSTRALIA PTY LTD, MEDIBANK PRIVATE LIMITED – ASX MPL, THE HOSPITAL CONTRIBUTIONS FUND OF AUSTRALIA LIMITED, NIB HOLDINGS LIMITED – ASX NHF, HBF HEALTH LIMITED

Social media drives up insurance costs

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Original article by James Frost
The Australian Financial Review – Page: 17 : 11-Dec-17

The insurance sector is seemingly an industry under siege, with its inclusion in Australia’s royal commission into the financial services sector its latest woe. Online calculators and comparison sites are making it easier for consumers to switch policies. Richard Enthoven, the chairman of insurance company Greenstone and the founder of insurance firm Hollard, points to social media as another cause of the industry’s problems. He contends that the practice of unhappy insurance customers complaining about their experience on Facebook and the like is pushing up the cost of insurance premiums.

CORPORATES
GREENSTONE LIMITED, HOLLARD INSURANCE GROUP, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, FACEBOOK INCORPORATED, TWITTER INCORPORATED, INSTAGRAM LLC, COMMINSURE, KPMG AUSTRALIA PTY LTD

Woolies customers fume after being charged twice

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Original article by Sue Mitchell
The Australian Financial Review – Page: 18 : 8-Aug-17

Payments processor Cuscal has accepted responsibility for an error which saw customers of Woolworths billed twice for the same purchase. The problem affected purchases made at various Woolworths units, including BWS, Big W and its petrol stations. Affected customers had paid for transactions as long ago as March 2017 with their Visa cards, and were billed for the same transactions again in early August. Many irate customers were quick to vent their anger at Woolworths.

CORPORATES
WOOLWORTHS LIMITED – ASX WOW, CUSCAL AUSTRALIA PTY LTD, BWS – BEER WINE SPIRITS, BIG W DISCOUNT STORES

GetUp! to pay for journalist’s tax expose

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Original article by Darren Davidson
The Australian – Page: 5 : 9-Jun-17

It has been revealed that activist group GetUp is helping to finance an investigation by journalist Michael West into alleged tax avoidance by large multinationals. GetUp’s deputy chair Carla McGrath was recently appointed to the Australia Press Council’s board, a decision that has caused some controversy and prompted News Corp’s newspapers to boycott any Council hearings in which she participates. Concerns have been raised that McGrath may be involved in hearing complaints against companies that West is investigating.

CORPORATES
GETUP LIMITED, AUSTRALIAN PRESS COUNCIL, NEWS CORP AUSTRALIA PTY LTD, NEWS CORPORATION – ASX NWS, FAIRFAX MEDIA LIMITED – ASX FXJ, AUSTRALIAN LABOR PARTY, AUSTRALIAN GREENS, ESSENTIAL MEDIA COMMUNICATIONS PTY LTD, UNIVERSITY OF TECHNOLOGY, SYDNEY

NAB pays out $6.5m for poor advice

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Original article by Michael Roddan
The Australian – Page: 23 : 29-Sep-16

National Australia Bank has revealed that it paid $A6.5 million in compensation to customers who received poor financial advice over the past 18 months. NAB’s head of consumer banking and wealth management, Andrew Hagger, said a significant investment had been made in the bank’s complaints resolution system. The Commonwealth Bank has stated that a third of its compensation scheme was completed in June 2016.

CORPORATES
NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIAN SECURITIES AND INVESTMENTS COMMISSION

Ombudsman wary of tribunal

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Original article by Sally Rose
The Australian Financial Review – Page: 21 : 9-Sep-16

The Financial Ombudsman Service’s chief ombudsman Shane Tregillis has spoken against a proposal to set up a new banking tribunal. He believes that such a tribunal would make the dispute resolution system more adversarial and legalistic. Tregillis has suggested that the proposal should be examined by the independent panel led by Ian Ramsay which will conduct a review of the financial services sector’s dispute resolution and complaints system.

CORPORATES
FINANCIAL OMBUDSMAN SERVICE LIMITED, CREDIT AND INVESTMENTS OMBUDSMAN, AUSTRALIA. DEPT OF THE TREASURY, AUSTRALIA. SUPERANNUATION COMPLAINTS TRIBUNAL, FINANCIAL PLANNING ASSOCIATION OF AUSTRALIA LIMITED, AUSTRALIAN BANKERS’ ASSOCIATION

Optus claims ‘good start’ to EPL foray

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Original article by Paul Smith
The Australian Financial Review – Page: 8 : 16-Aug-16

Australian telco Optus launched its streaming coverage of the English Premier League season on the weekend of 13-14 August 2016. A spokesperson has indicated that just three per cent of its customers had reported problems with the coverage. However, many people used social media to criticise the telco’s EPL coverage. The complaints included claims that there was a one-minute delay in the coverage, despite it supposedly being live, and the poor picture quality of the streaming video.

CORPORATES
SINGTEL OPTUS PTY LTD, ENGLISH PREMIER LEAGUE, FOX SPORTS AUSTRALIA PTY LTD

Vodafone aims to be favourite

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Original article by David Ramli
The Australian Financial Review – Page: 21 : 31-Mar-15

Data from the Telecommunications Industry Ombudsman shows that Vodafone Australia attracted 10.5 complaints for 10,000 customers in the December 2014 quarter. Director of customer service Errol van Graan says the telco aims to reduce this to 5.25 per cent by the end of 2015. Vodafone has lost more than two million customers since it was plagued by network problems in 2010, but it has since invested significantly in network upgrades and a call centre in Hobart

CORPORATES
VODAFONE AUSTRALIA LIMITED, VODAFONE HUTCHISON AUSTRALIA PTY LTD, TELECOMMUNICATIONS INDUSTRY OMBUDSMAN LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS, SINGTEL OPTUS PTY LTD, SPOTIFY LIMITED, STAN, FOXTEL MANAGEMENT PTY LTD, PRESTO ENTERTAINMENT PTY LTD, NETFLIX INCORPORATED, CREDIT SUISSE (AUSTRALIA) LIMITED

Lion’s share of complaints against Aunty

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Original article by Rosie Lewis
The Australian – Page: 4 : 22-Jan-15

The annual report of the Australian Communications & Media Authority (ACMA) shows that ABC programs attracted the most complaints among TV viewers in 2013-14. However, 33 complaints against the public broadcaster were dismissed, while only one was upheld. Meanwhile, ACMA investigated 25 complaints about the Seven Network and upheld six, while 17 of the 24 complaints against the Nine Network were dismissed

CORPORATES
AUSTRALIAN COMMUNICATIONS AND MEDIA AUTHORITY, AUSTRALIAN BROADCASTING CORPORATION, ABC TV, SEVEN NETWORK LIMITED, SEVEN WEST MEDIA LIMITED – ASX SWM, NINE NETWORK AUSTRALIA LIMITED, NINE ENTERTAINMENT COMPANY HOLDINGS LIMITED – ASX NEC, TEN NETWORK HOLDINGS LIMITED – ASX TEN, SPECIAL BROADCASTING SERVICE (SBS), SKY NEWS, AUSTRALIAN NEWS CHANNEL PTY LTD