The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.
Australia and New Zealand Banking Group (ANZ) has come under intense scrutiny for a grave oversight: charging fees to the estates of deceased customers.
This makes ANZ the second of Australia's Big Four banks to face formal action from the Banking Code Compliance Committee (BCCC) within a single week.
The BCCC's accusations are centered on ANZ's failure to cease or refund fees charged to deceased customers' estates in a timely manner. The committee also noted that ANZ did not respond to inquiries or instructions from the representatives of these estates within the 14-day period mandated by the 2019 Banking Code of Practice.
The violations, spanning more than four years from July 2019 to September 2023, involved ANZ's inability to quantify the extent to which it was in breach of these code obligations. The bank has since committed to remediating $3.25 million to around 19,000 affected estates.
This action against ANZ follows closely on the heels of a similar sanction imposed on Westpac for its poor handling of a regional branch closure. According to the BCCC, another unnamed bank was given a formal warning for similar issues, though the financial impact and number of affected estates were significantly lower.
The BCCC listed several reasons for its stringent action against ANZ:
ANZ's inability to accurately monitor and report the 14-day obligation breaches.
Delayed internal measures to prevent additional breaches after an audit in September 2022.
Slow response in addressing customer issues identified back in February 2022, with remediation expected to be completed only by July 2024.
Delays in responding to estate representatives, exacerbating the emotional and logistical burdens on bereaved families.
Significantly, the BCCC highlighted that in June 2023, ANZ introduced an automated tool to waive fees upon receiving death notifications. However, this measure came more than a year after the initial problem identification.
The committee pointed out that more than 7,000 delayed cases are awaiting resolution, each requiring manual review to identify potential breaches. ANZ plans to send approximately 10,604 apology letters and pay financial compensation totaling around $667,915 to affected representatives.
BCCC Chair Ian Govey expressed considerable concern over ANZ's Code breaches, describing them as intensely problematic and warranting the severe sanctions imposed. Govey criticized ANZ’s slow remediation process, saying it "did not meet expectations" and that the bank "should have done more to address this more quickly."
The sanction stems from a 2023 inquiry by the BCCC into banks' adherence to the deceased estates provisions in the Banking Code of Practice, implemented to ensure institutions follow best practices in handling such sensitive matters.
Last week, financial regulator ASIC approved updates to the Banking Code that include revised steps for securing accounts following customer deaths. These changes are slated to take effect after 28 February 2025.
This evolving regulatory landscape underscores the importance of timely and compassionate handling of financial matters for deceased estates, an area where ANZ has evidently fallen short.
Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.
The Reserve Bank of Australia’s August decision to leave the cash rate unchanged at 4.35% keeps a familiar message in place for Australian borrowers: relief may come eventually, but loan decisions still need to be made on today’s numbers. For households, sole traders and SMEs, the practical issue is not only where rates sit now, but how lenders assess affordability while policy remains restrictive. - read more
The latest Reserve Bank financial aggregates extend a pattern that has been building for several months: Australian businesses are still leaning on credit, even while borrowing costs remain elevated and lenders continue to scrutinise applications closely. Private sector credit continued to grow over the month and across the year, with business lending again a key contributor to overall momentum. - read more
APRA’s decision to keep the mortgage serviceability buffer at 3 percentage points is a timely reminder that loan approval is still being judged on resilience, not just today’s advertised interest rate. The buffer requires regulated lenders to test whether borrowers could still manage repayments if rates were materially higher than the loan rate being offered. - read more
The Reserve Bank of Australia’s latest policy commentary has reinforced a message that borrowers cannot afford to ignore: interest rate relief is not something to build a budget around too early. While inflation has eased from its peak, the central bank remains alert to price pressures, wage growth, productivity challenges and the possibility that demand may prove more resilient than expected. - read more
Australian borrowers comparing personal loans in July are facing a market where the headline rate can tell only part of the story. Canstar’s latest personal loan update, published on 21 July 2026, shows some competitive rates remain available, but the gap between the cheapest and most expensive unsecured offers is still substantial. - read more
Welcome to our step-by-step guide to navigating the loan application process! Whether you're seeking a home loan, personal loan, or business loan, the journey can seem overwhelming. - read more
As we step into the year 2024, the financial landscape continues to evolve, bringing to the fore the ever-critical subject of interest rates. For anyone considering taking out a loan, whether for a car, a home, or personal expenses, understanding the mechanics of interest rates is not just beneficial; it’s essential. - read more
Understanding the Debt-to-Income Ratio (DTI) is a crucial step toward solidifying your status as a creditworthy loan applicant. DTI is a key determinant used by lenders to gauge your ability to manage monthly payments and repay debts. It's essentially a numerical comparison between your total monthly debt and your gross monthly income, serving as a beacon of your financial health to potential creditors. - read more
For many Australians, taking out a loan is a key step towards achieving personal and financial milestones, whether it's purchasing a home, investing in education, or starting a business. However, the excitement of these life events can be overshadowed by the complexity of loan agreements. Understanding the terms of a loan is not just about ticking off legal requirements—it's about ensuring financial stability and making informed decisions that align with one's financial goals. - read more
Need Help Finding a Loan?
Find out now if you qualify and
compare rates, offers and options from multiple lenders - without a credit check!
All finance quotes are provided free (via our secure server) and without
obligation. We respect your
privacy.
Knowledgebase
Certificate of Deposit (CD): A savings certificate with a fixed maturity date and specified interest rate, typically higher than a standard savings account.
No comments yet. Be the first to share your thoughts.