What does it mean to be treated fairly?

To trust that a financial institution has your best interests at heart, you need to be confident that the product design is appropriate, and that all information provided is clear and accurate. You also have the right to appropriate advice, and the product should deliver on the expectations set during the sale. Finally, there should be no unreasonable barriers when you need to access your money, lodge a claim, make changes to the product, or submit a complaint.

‘Know your Ombud’ is a series of conversations in partnership with the Ombud Council, aimed at helping consumers of financial services understand their rights and where to go if they are not treated fairly.