ANZ Slammed for Overcharging Deceased Estates

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.

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:

1. ANZ's inability to accurately monitor and report the 14-day obligation breaches.
2. Delayed internal measures to prevent additional breaches after an audit in September 2022.
3. Slow response in addressing customer issues identified back in February 2022, with remediation expected to be completed only by July 2024.
4. 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.

Published:Thursday, 4th Jul 2024
Author: Paige Estritori

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.

Share this news item:

Finance News

Clear

What the RBA’s New Policy Toolkit Means for Borrowers

30 Jun 2026: Paige Estritori

The Reserve Bank of Australia has released a new framework explaining how it would approach additional monetary policy tools if the cash rate were again pushed close to zero and the economy still needed support. While that may sound distant from today’s lending market, the document matters for borrowers because it clarifies how the central bank thinks about future credit conditions, lender funding costs and the transmission of lower rates through the economy. - read more

Business Borrowing Keeps Climbing as Rates Stay High

23 Jun 2026: Paige Estritori

The latest Reserve Bank of Australia credit figures show borrowers are still leaning on finance, even as elevated interest rates continue to test household budgets and business cash flow. The April 2026 data points to a lending market that is not retreating, but becoming more selective, with business credit remaining the strongest area of growth. - read more

RBA Holds Cash Rate Steady at 4.35% in June 2026

16 Jun 2026: Paige Estritori

The Reserve Bank of Australia (RBA) has decided to maintain the official cash rate at 4.35% during its June 2026 meeting. This decision comes amidst a backdrop of economic uncertainties and persistent inflationary pressures. - read more

RBA Holds Cash Rate at 4.35% Amid Economic Uncertainty

09 Jun 2026: Paige Estritori

The Reserve Bank of Australia (RBA) has decided to maintain the official cash rate at 4.35% during its June 2026 meeting. This decision comes amidst a backdrop of slowing economic growth and persistent inflationary pressures. - read more

APRA Evaluates 3% Serviceability Buffer Following Industry Consultation

09 Jun 2026: Paige Estritori

The Australian Prudential Regulation Authority (APRA) is currently reviewing the 3% serviceability buffer applied to mortgage lending, following a consultation period that concluded in early June 2026. This buffer requires lenders to assess borrowers' ability to repay loans at an interest rate 3% higher than the current rate, aiming to ensure financial resilience among borrowers. - read more

Click for more Finance News