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.
The Reserve Bank of Australia (RBA) has released its October 2025 Financial Stability Review, providing a comprehensive analysis of the nation's financial system amidst ongoing global economic uncertainties. The report underscores the resilience of Australia's financial institutions, while also highlighting areas requiring vigilant oversight. - read more
In a significant shift towards digital transformation, Australian finance departments are increasingly adopting artificial intelligence (AI) and automation technologies to streamline operations and enhance decision-making processes. This trend reflects a broader global movement where financial institutions leverage technology to improve efficiency and maintain a competitive edge. - read more
The integration of artificial intelligence (AI) into the finance industry is reshaping traditional roles and responsibilities, prompting junior professionals in Australia to adapt and prove their value in an evolving landscape. As AI technologies automate routine tasks and enhance analytical capabilities, the human element in finance is being redefined. - read more
The Reserve Bank of Australia (RBA) is anticipated to maintain its cash rate at 3.60% during the upcoming December 9 meeting, with projections indicating this rate will persist through 2026. This outlook marks a shift from earlier expectations of potential rate cuts in 2026, influenced by higher-than-expected inflation and a robust economic environment. - read more
In response to escalating property prices and accelerated credit growth, the Australian Prudential Regulation Authority (APRA) has announced a new regulatory measure to cap high debt-to-income (DTI) home loans. Effective February 2026, banks and authorized institutions will be restricted to issuing no more than 20% of new home loans with DTI ratios of six times or higher. - read more
Freelancers and self-employed individuals in Australia often navigate a unique set of financial challenges. The unpredictable nature of income can make budgeting and long-term financial planning more difficult compared to those with a steady paycheck. As work comes and goes in fluctuating cycles, financial stability can sometimes feel elusive. - read more
Understanding your credit score is crucial, especially when you're looking to secure a loan. Whether it's for a home, a car, or personal use, a good credit score can make a significant difference in the type of loan you qualify for and the interest rates you'll be offered. - read more
Smart borrowing is crucial for individuals and businesses in Australia to manage their financial goals effectively. With a well thought-out borrowing strategy, you can optimize your finances, minimize costs, and achieve your financial objectives. - read more
Welcome to the beginning of your financial journey. As an Australian, understanding the nuances of financial planning is pivotal to securing your economic future. Whether you're applying for your first loan or on the cusp of retirement, the financial decisions you make will have a lasting impact on your life. This guide aims to walk you through each stage, providing practical advice that you can apply to your own circumstances. - read more
The loan approval process can often seem complex and daunting, but understanding what it entails is the first step toward boosting your chances. In essence, loan approval is the lender's process of assessing whether you are a viable candidate for the loan you have applied for. This involves evaluating your financial history, current financial status, and the potential risks involved in lending to you. - 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
Underwater Mortgage: A mortgage in which the balance owed on the loan is greater than the value of the property securing the loan.
