The Report present findings drawn from an inquiry into how Code subscribers approach vulnerability and deal with issues concerning domestic and family violence and elder abuse. June 2022 (PDF, 828KB, 50 pages)
The treatment of customers experiencing vulnerability by financial services institutions and other service providers has been a growing focus of regulators and consumer advocacy groups in the last few years. This has now been reinforced by the publication of a new international standard on consumer vulnerability, ISO 22458. In updating the Customer Owned Banking Code of Practice, the Customer Owned Banking Association (COBA) has included specific obligations for the treatment of different types of vulnerability that may be experienced by customers. The new Code comes into effect on 31 October 2022 and will replace the 2018 Code, which does not specifically refer to vulnerability.