Consumer Outcomes Group

The Consumer Outcomes Group is a forum dedicated to improving customer outcomes in retail banking.

The Group is a joint bank and consumer representative forum with membership made up of seven representatives from consumer groups and seven representatives from member banks and meets quarterly to discuss and respond to existing and emerging issues.

The Group’s Terms of Reference are available here.

Membership of the Consumer Outcomes Group

Rachna came to financial counselling in 2011 after a career in retail banking. She is a financial counsellor currently working as the Senior Practitioner, Financial Wellbeing Program, at South East Community Links (SECL).

Rachna works with people experiencing financial difficulty from a range of cultural backgrounds who have been impacted by unemployment, living on a low income, family violence, gambling and other life events.

Rachna is on the SECL board as a Staff representative and is a former member of the Financial Ombudsman Service- Consumer Liaison Group as a consumer representative.

Rachna has a Masters in Business (Swinburne University of Technology), and a Dip. Community Services (Financial Counselling).

Gerard is CEO of the Consumer Action Law Centre, an independent, not-for-profit consumer organisation based in Melbourne. Consumer Action provides financial counselling, legal advice and representation to support vulnerable and disadvantaged Victorian consumers, and draws on its direct knowledge of the consumer experience in modern markets to pursue consumer interest campaigns and policy reform at both state and national levels.

Gerard is also the Chair of Consumers’ Federation of Australia, the peak body for consumer organisations in Australia, representing a diverse range of consumer groups, including most national consumer organisations.

Catherine Fitzpatrick is a former journalist and political adviser with more than 20 years’ experience in customer, stakeholder and issues management across the private, public and not-for-profit sectors.

She currently heads the Commonwealth Bank’s Group Customer Relations team which is responsible for resolving complex customer complaints.

Catherine started her career as a journalist at the West Australian newspaper and its subsidiaries, where she was awarded for her reportage on equal opportunity issues. She moved into politics as a media adviser to the Federal Attorney-General and then Defence Minister in the Howard Government.

Following politics, she worked for UNICEF Australia, where she conceived and delivered the Designers United campaign to raise money for women and children affected by HIV. She then joined the Leighton Group (now Cimic) where she led various programs of work relating to risk, diversity, sustainability and government relations.

Catherine holds a number of external advisory board and internal gender diversity leadership positions:

  • Member of the NSW Corporate Leadership Group on Domestic and Family Violence which advises the Government on opportunities for private sector, community and government partnership and collaboration
  • Member of Commonwealth Bank’s gender diversity steering group, co-chair of the Women Can working group and chair of CBA’s domestic violence working group
  • Catherine is also a former director of the Diversity Council Australia, deputy chair of the NSW Council for Women’s Economic Opportunity and former member of the NSW State Advisory Council of the Committee for the Economic Development of Australia (CEDA).

Fiona started her career in consumer advocacy as a voluntary financial counsellor at Caxton Legal Centre, and in 1990 helped set up the Financial Counsellors Association of Queensland.

She has now been involved with the consumer movement for 30 years, including a number of years on the executive of the Consumers’ Federation of Australia. She’s a former board member of Energex Retail, the Insurance Ombudsman Service and the Financial Ombudsman Service, and a former chair of ASIC’s Consumer Advisory Panel.

She joined FCA as CEO in mid-2009, is a member of the Financial Literacy Board and is on the board of Choice. She also represents FCA on the ACCC’s Consumer Consultative Committee.

Fiona’s passion for fairness and belief that everyone deserves a fair go drives her work. Her vision is to strengthen FCA’s role as the trusted voice around financial hardship, and to secure sustainable funding so that financial counsellors can continue to support people to get their lives back on track.

Mark Hand is ANZ’s Group Executive, Australia Retail and Commercial Banking.

Mark is responsible for ANZ’s retail and commercial customers across Australia; ANZ’s largest market which serves approximately six million customers through a network of branches, business centres, ATMs and leading online and mobile banking applications.

With more than 30 years of experience at ANZ, Mark has developed a deep knowledge of retail and commercial banking and is known for his strong customer focus.

Mark has held senior roles across business and retail banking, as well as credit management, internal audit and international risk in Australia and South Asia. His experience spans consumer banking, transformation, operations, audit, operational risk and governance.

Mark is Chair of the ABA Strategy Committee and ABA Consumer Outcomes Group. He is also Executive Sponsor of Financial Wellbeing which includes ANZ’s diversity commitments contributing to a fair and inclusive society. Until recently Mark was Chair of ANZ’s Diversity Council in Australia and was a director of the Diversity Council of Australia until 2015. He served as a director of ANZ Bank Taiwan Limited and ANZ Trustees prior to its sale. Mark holds a Bachelor of Business and a Masters of Business Administration from Deakin University.

Paul Holmes is the National Legal Aid Representative on the ABA Consumer Outcomes Group. For the past 10 years, Paul has worked as a Senior Lawyer and Consumer Advocate in the Consumer Protection Unit of Civil Justice Services at Legal Aid Queensland.

Paul’s work focuses on assisting consumers in vulnerable circumstances who have legal problems with their mortgages, personal loans, car loans, credit cards, small amount loans, consumer lease, insurance products, telecommunications and other essential services.

Paul is also passionate about improving consumers’ knowledge of their rights under banking and finance and insurance products through community education and is heavily involved in Legal Aid Queensland’s Community Legal Education program.

Paul is a current member of the ICA Consumer Liaison Forum, the FOS Consumer Liaison Group and is the current Chair of the General Insurance Code Governance Committee Association.

Matt is Suncorp’s Executive General Manager, Group Customer Advocate. Matt has been with Suncorp for over 8 years and has performed a wide variety of senior roles across the People Experience, Company Secretariat, Risk and Customer teams.

Before joining Suncorp, Matt was a Solicitor with Minter Ellison in Brisbane. With his diverse background, Matt has achieved a wide variety of experiences across customer experience, distribution, strategy, transformation, corporate governance, complaints insights and complex case management.

Matt is passionate about Suncorp delivering meaningful outcomes for customers – as well as leading our industry on key issues that impact our community.

Gemma Mitchell is the Managing Solicitor at Consumer Credit Legal Service (WA) Inc. In 2007, Gemma migrated from England to study law at the University of Notre Dame in Fremantle, where she graduated with Honours. Gemma also holds a BSc (Hons) in Psychology from the University of Wolverhampton. After graduating in 2009, Gemma worked for a boutique commercial law firm in the Perth CBD, before joining CCLSWA as a solicitor in October 2013.

Gemma commenced as Principal Solicitor of CCLSWA in August 2016 and became Managing Solicitor in July 2017.

Gemma is a member of The Law Society of WA and Women Lawyers of WA.

Gemma believes that access to high quality legal services should be available to all members of the community.