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Investigations and news

Our investigative journalists Andy Kollmorgen and Jarni Blakkarly, pictured with CHOICE contributor Margaret Rafferty, expose shonky industry tactics to help protect Australian consumers.

Insurance affordability

Backroom deals in strata insurance and how they're costing you

Long-standing conflicts of interest can have a big impact on premiums.
CHOICE report: Extreme weather putting home insurance out of reach

A new research project reveals how the insurance market is failing homeowners and renters.
9 in 10 Australians facing higher home insurance costs

Contrary to the industry code of conduct, many policyholders aren't being told why their premiums went up.
Home owners drop unaffordable insurance as extreme weather risks grow

Queensland leads the country with number of 'uninsurable' homes, while experts suggest ways to approach this complex issue.

Buy now, pay later

Financial counsellors sound the alarm about Afterpay Plus

The subscription platform uses Apple Pay, Google Pay or Samsung Pay to activate a loan, and cancellation is discouraged.
Australians pressured to take out BNPL loans they can't afford

Retailers are exploiting loopholes in lending laws to convince shoppers to take out large buy now, pay later loans.
Government announces 'balanced' BNPL reforms

Consumer groups and financial counsellors are cautiously optimistic about the long-awaited buy now, pay later reforms.
Op-ed: It's time to regulate the growing BNPL sector

More and more people are using buy now, pay later services, but regulation of the sector under the Credit Act is still lacking.
What can Australia learn from how other countries are regulating buy now, pay later?

Jurisdictions around the world are taking different approaches to regulating the booming buy now, pay later credit industry.
Banks and industry groups join the call to regulate BNPL

Banks, industry groups and others support full regulation of BNPL products under financial laws.
'Pay later' operators providing large loans without a credit licence

Elepay and Futurerent offer property owners huge lines of credit, and consumer advocates are sounding the alarm.
Buy now, pay later failing family violence victims

Support workers advocating for victims of family violence say undertrained BNPL providers are making inappropriate requests.
Coalition of consumer groups calls for the next Parliament to regulate BNPL

CHOICE joins more than 100 organisations calling for a commitment to reining in the unregulated buy now, pay later sector.
Car dealers using buy now, pay later to get around responsible lending limits

CHOICE joins WA consumer groups to express alarm at reports of car dealers arranging BNPL loans for warranties.
Will using Afterpay affect your ability to get a home loan?

Afterpay users have been asked to close accounts to get a home loan, as BNPL providers expand into essential services.
Financial giants enter the buy now, pay later market

But are the new BNPL services from Commonwealth Bank and PayPal any better for consumers?

First Nations consumers

First Nations people more likely to get poor financial hardship service

Recently released numbers from the financial ombudsman also show a rise in complaints about scams and insurance.
First Nations community wins landmark legal battle in NT

The High Court has ruled that residents living in broken down homes are entitled to compensation.
Homeless for Christmas? Discrimination locking First Nations people out of housing

'They're not giving it to Blackfellas, that's just how it is out here.'
Disgraced business grew rich on Centrelink payments

Exclusive documents show successive federal governments failed to protect First Nations welfare recipients from dodgy funeral fund.
Scams targeting Aboriginal and Torres Strait Islander consumers on the rise

The ACCC warns that Aboriginal and Torres Strait Islanders are increasingly becoming the victims of scams, with remote communities facing unique challenges.
Remote Aboriginal communities left behind in Australia's rooftop solar boom

Rooftop solar could reduce high energy costs and prevent blackouts, but regulatory hurdles are slowing progress.
Youpla compensation resolution 'within months'

It's been a heartbreaking wait for victims of the funeral fund's collapse, who were left out of the Federal Budget.
Postcode data shows how Youpla targeted most disadvantaged communities

Indigenous funeral fund provider targeted disadvantaged communities across Australia with predatory door-to-door sales.
Car sales in remote Indigenous communities, part two: A broken system

In part two of CHOICE's investigation, we look at the problems faced when trying to get a repair or refund.
Remote Indigenous communities left with broken cars and no redress: Part one

CHOICE travels to the remote Indigenous community of Wujal Wujal in Far North Qld to investigate dodgy motor vehicle sales.
Indigenous students still struggling with debt legacy from education loan scandal

The laptops for education scandal has left some students with an ongoing debt legacy even years later.
Renters seeking compensation for substandard housing

The High Court has agreed to hear an argument that damages should be paid by negligent housing authorities.

Featured

How one TikToker took on the real estate industry

The founder of 'Shit Rentals' is exposing the worst agents and landlords and giving tenants a voice.
The unfair business practices that should really be illegal

CHOICE is calling for new laws to protect Australians from a wide range of dodgy tactics.
How car insurance companies are failing migrants and refugees

Poor communication and lack of translation services are costing migrants time, money and undue stress.
The basic check banks aren't doing to prevent scams

Account name matching has prevented thousands of scams in other countries, but Australian banks have yet to get on board.
Victorians with dodgy cars are battling a broken system

Car dealers aren't honouring consumer guarantees and the tribunal system is failing consumers, says new report.
Melbourne-based pharmaceutical company's bloody business offshore

Australian company CSL exploiting plasma donation laws on the US-Mexico border.
Scam ads rampant on popular social platforms

New rules in the UK force Google, Facebook and Instagram to stop scam ads on their platforms. Australia's yet to take action.
Telcos given a deadline to better protect customers in financial hardship

Advocates say reforms should also improve protections for customers experiencing domestic and family violence.
Unfair business practices are illegal elsewhere – why not in Australia?

It's time to stamp out trading practices that can trick, trap and exploit consumers.
TPG email cancellations causing chaos, but there may be an upside

Customers are not happy with the move, but advocates say it’s probably good to untether yourself from your ISP.
Medical centres forcing patients to share their personal data

Our Medical, a chain of medical centres, charges patients more if they don't sign up to their app and rewards program.
These are the most complained about businesses in 2023

If you're a follower of CHOICE's annual Shonky Awards, some of these names will be familiar.
Insurers failing customers on claims handling

ASIC report says insurers need to improve on communication, complaint management and treatment of customers.

Op-ed: Companies have no qualms telling straight-out lies

One of the biggest learning curves for investigative journalist Jarni Blakkarly since joining CHOICE has been understanding the way companies relate to the truth.

"These companies and their willingness to lie to the media and to everyday consumers only highlights the need for strong, independent investigative journalism that holds corporate power to account in Australia."

The truth about company lies

Making change happen

Why the federal government must act urgently on privacy reform

CHOICE is among 27 advocates and researchers calling for stronger consumer protections from data breaches and misuse.
Government announces 'balanced' BNPL reforms

Consumer groups and financial counsellors are cautiously optimistic about the long-awaited buy now, pay later reforms.
Compensation scheme for victims of financial misconduct finally goes ahead

The scheme will help protect Australians from dodgy financial operators who can’t pay mandated compensation.
How CHOICE helped win the fight to improve button battery safety

A look back at how CHOICE joined the battle for mandatory button battery safety standards – and won.
Commonwealth Bank drops Dollarmites

After long campaign by CHOICE, pin is finally pulled on 'shonky' school banking program.
Mosaic Brands fined by ACCC following CHOICE investigation

ACCC action follows 2020 CHOICE investigations and product tests.
Insurers improve bushfire definitions

Following our earlier investigation, many insurers have improved their definitions.
CHOICE testing prompts payout

Hitachi customers can claim compensation for a fridge that uses more energy than claimed.
People power brings a big win on hand sanitiser labelling

Our six-month effort to bring about change has a happy ending.
InvoCare rolls out itemised funeral prices

After earning a Shonky for poor price transparency, funeral giant puts itemised prices on all its brands’ websites.

Travel reform

Is Booking.com following its own terms and conditions?

A customer who bought a ticket for a flight that couldn't fly was denied a refund by the popular booking service.
Qantas flight credit policy unfair to customers

CHOICE has filed a complaint with the ACCC calling out undue restrictions in Qantas's credit redemption rules.
Flight vouchers, travel credits proving difficult to use

Our national survey of flight voucher holders reveals widespread problems.
CHOICE calls for clearer terms and conditions for travellers

After our investigations into COVID-related cancellations, we want a mandatory information standard for all travel providers.
Flight Centre called out for 'horrible' customer service and delayed refunds

The findings of our COVID travel cancellation survey don't speak well of Flight Centre's treatment of customers.

Product safety

Kids' product recalls continue as shopping season approaches

A steady stream of recalls of products for babies and kids is cause for concern.
Philips Respironics recall puts patients in a bind

The electronics giant has declared hundreds of thousands of its sleep and respiratory care devices potentially harmful – with no remedy on the horizon.
Mosaic Brands fined by ACCC following CHOICE investigation

ACCC action follows 2020 CHOICE investigations and product tests.
Do you own a dangerous kitchen appliance?

Check our list of 28 recalls from the past five years.
Thousands of dangerous pressure cookers recalled by Aldi still in homes across Australia

One recent incident left a woman with extensive burns.
Valco Rover pram toddler board accident raises safety questions

A 20-month-old was badly injured when a Valco Rover toddler board malfunctioned.
Faulty blood glucose meters: A disservice to people with diabetes

Roche Diabetes Care Australia says it doesn't know how many defective Accu-Chek meters may still be out there.

Got a news tip?

If you have an idea for a story or you have information relating to an existing investigation, contact us confidentially at newstips@choice.com.au.

newstips@choice.com.au
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Investigations and news

Insurance affordability

Buy now, pay later

First Nations consumers

Featured

Making change happen

Travel reform

Product safety

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