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Consumer Outcomes Group

A forum dedicated to improving customer outcomes in retail banking.

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.

Carolyn was appointed as Westpac’s Group Executive responsible for customer and corporate relations in May 2018 and is also, the executive responsible for overseeing the Group’s Culture, Governance and Accountability Program.
Carolyn joined the Westpac Group in 2013, as General Manager, Corporate Affairs and Sustainability, during which time she played an instrumental role in leading the Group’s bicentenary program, including the launch of the $100 million Westpac Bicentennial Foundation.
Prior to joining Westpac, Carolyn spent 13 years at Insurance Australia Group in various positions, including Group General Manager, Corporate Affairs & Investor Relations. Carolyn began her career in consulting and has extensive in-house and consulting experience in financial services.

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.

Mike Norfolk joined ANZ from Coutts and Co., the Wealth Division of Royal Bank of Scotland in 2014. Mr Norfolk was Head of Private Banking at Coutts and Co. since March 2011, responsible for driving business improvement across the UK and selected international locations. He also held several senior leadership roles with Coutts between 1998 and 2010, responsible for leading large teams to drive long term sustainable growth in the UK wealth management business.


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.

Norm is the Head of Customer Care, NAB Assist. He has been in the Financial Services sector since 1988, and has held senior management roles right across the National Australia Bank (NAB) but considers his most rewarding roles to have been in the Direct Banking Call Centre, running Retail Branches, Mobile Bankers and his time in Project Services developing products and services to make, in his own words, ‘NAB customers’ existences a little better each day’.

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.

Since joining Bendigo and Adelaide Bank in 1987, Robert has held a wide and varied range of positions across the Group, from Customer Service Officer to playing a pivotal role in the development and expansion of the Community Bank® model. Robert is currently Executive Corporate and Public Affairs with responsibility for shaping and maximising the Bank’s position through external communications and championing its point of difference to all stakeholder groups. From 2006 Robert managed key innovative partnerships for the Bank before moving into the role of Head of Group Strategy in 2009. Robert joined the Bank’s executive team in 2013.