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New disclosure requirement could backfire

Tuesday 12th of September 2017

The obligation is included in the Financial Services Legislation Amendment Bill, which is currently before Parliament.

Susan Taylor, chief executive of Financial Services Complaints Ltd, told the Financial Services Council conference that her scheme always tried to reach an early resolution when it received complaints.

“That’s usually in everyone’s best interests,” she said.

“Often we’ll seek to settle the complaint by way of negotiation or confidential conciliation with parties around the table. This is often best for everyone, they reach a settlement that the consumer is happy with and that also allows the adviser and often their professional indemnity insurer to reach a quick efficient settlement to walk away and put the matter behind them."

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