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Business Email Scams Fact Sheet
4 November 2021

Keep your business safe: Know who you’re paying Scammers may impersonate your business, contact your customers and provide false payment details. This results in payments being made to an account controlled by the scammer. When this happens, it’s often very difficult for you, or your customers, to get money back.  PayID, BPay and e-invoicing will… Read more »

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Financial Difficulty Guideline
3 November 2021

This is a resource for banks produced in October 2021  

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ABA Industry Guideline: Financial Difficulty
26 October 2021

This industry guideline: explains how the Commonwealth consumer protection laws and the Banking Code of Practice apply to banks’ financial difficulty programs. provides practical guidance on what banks can do to meet these obligations when dealing with customers who may be experiencing financial difficulty. outlines a framework for banks that balances the need for consistent,… Read more »

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Customer Advocate Guiding Principles
1 July 2021

These guiding principles are designed to assist banks when designing, appointing and reviewing the role of Customer Advocate.

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Guiding Principles Lenders Mortgage Insurance (LMI)
22 June 2021

These guiding principles outline measures in place to help customers understand Lenders Mortgage Insurance (LMI), understand the default / LMI claim process, and the consumer protections in the shortfall debt recovery process.

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Family Domestic Violence (FDV) Guidelines
21 April 2021

ABA Family Domestic Violence Industry Guideline updated and released in 2021. Preventing and responding to Family and Domestic Violence (FDV) includes updates relating to: Responding to abuse in transaction descriptions. Reporting obligations regarding FDV. Providing simple document request processes.

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Financial Abuse Industry Guideline
22 February 2021

This industry guideline:  Explains what financial abuse can look like and how it can impact customers and a bank’s relationship with their customers; and Outlines a framework for banks to raise awareness and promote consistent arrangements to deal with suspected cases of financial abuse This guideline reflects good industry practice, and the ABA encourages members… Read more »

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Industry Protocol Conduct Background Check
22 January 2021

The Banking Industry Conduct Background Check Protocol (protocol) is intended to promote good conduct and ethical behaviour by formalising obligations for protocol Subscribers to ask a series of fact-based questions as part of the hiring process about whether the individual is subject to an ongoing Misconduct Investigation, or was dismissed or resigned in specific circumstances… Read more »

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Industry Guideline Debt Management Firms (DMF)
22 November 2020

This industry common approach: outlines a clear set of guidelines for when the banks may consider that a DMF, when representing a bank customer, is not acting in the customer’s interests and banks may approach a customer directly; provides clarity and consistency in how member banks may deal with DMFs, recognising the importance of preserving… Read more »

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