Customer Satisfaction

• George Lekakis

A new research program is set to lift the lid on the comparative performance of call centres operated by Australia’s leading banks. read more

• John Kavanagh

The chief financial ombudsman has criticised banks and other financial institutions for failing to deal with customer complaints before they are escalated to the external dispute resolution stage. read more

• John Kavanagh

A number of banks’ customer satisfaction ratings rose over the past 12 months, despite rising loan interest rates and some tardiness in passing on deposit rate increases. read more

• Ian Rogers

At NAB, a surprisingly small number of people are manning the phones. read more

• John Kavanagh

The head of Australia’s financial ombudsman service has expressed his “deep concern” that financial services companies are not meeting their dispute resolution obligations. read more

• John Kavanagh

The Australian Financial Complaints Authority will have enhanced powers to exclude complainants and paid representatives whose conduct is unreasonable, under proposed changes to its rules and operatio.. read more

• George Lekakis

Australian Super is struggling to deal with problems flowing from its bungled rollout of new internet and mobile service platforms in November, with members saying they are still unable to submit onli.. read more

• George Lekakis

Commonwealth Bank says it has resolved a string of technical problems that plagued its internet and mobile banking platforms on Wednesday. read more

• George Lekakis

AustralianSuper faces a wave of official complaints and significant member losses as technical problems affecting its error-plagued new digital portals spill into a fifth week. read more

• George Lekakis

Super Consumers Australia has called on AustralianSuper to resolve its technology problems amid concern that pension-phase members of the fund may not be able to adjust their income payments ahead of.. read more

• George Lekakis

The Australian Financial Complaints Authority has confirmed it is receiving a flow of complaints from members of Australian Super after a bungled technology upgrade last month resulted in thousands of.. read more

• John Kavanagh

Eight out of ten older Australians are using internet banking services but a much smaller number use mobile banking, new research has found. read more

• John Kavanagh

The Banking Code Compliance Committee has renewed its call for banks to do more to prevent breaches of the Code of Banking Practice, in response to a sharp increase in breaches in the latest reporting.. read more

• George Lekakis

Users of CBA’s digital banking platforms have been plagued by degraded service levels this week as the bank struggles to resolve technical problems affecting credit card accounts. read more

• John Kavanagh

Complaints to the Australian Financial Complaints Authority about unauthorised activity on transaction accounts rose 45 per cent in the year to June, making personal transactions one of the most conte.. read more

• Banking Day staff

Commonwealth Bank has increased fixed home loan rates for terms from one to five years by 140 basis points. read more

• John Kavanagh

The Australian Financial Complaints Authority has had to pause 2447 complaints, involving claims worth around A$376 million, because the firms involved are insolvent. read more

• John Kavanagh

The Australian Financial Complaints Authority has finalised a new funding model that will result in significant number of its members paying lower fees under a user-pays approach.  read more

• George Lekakis

The usefulness of the Reserve Bank’s disclosure framework for reporting bank outages has come under fire again, with payments experts questioning whether the dataset is an accurate snapshot of the rea.. read more

• John Kavanagh

ING Bank has been knocked off its perch as the bank with the most satisfied home loan customers, after a big drop in its satisfaction rating over the past year. read more