Round 1 hearings

Consumer Lending

The first round of public hearings were held in Melbourne at the Owen Dixon Commonwealth Law Courts Building at 305 William Street from Tuesday 13 March to Friday 23 March.

The first round of public hearings considered aspects of the treatment of consumers by banking and financial services providers in connection with a number of credit products, including residential mortgages, car finance and credit cards. It also considered the arrangements and practices of banking and financial services providers and their intermediaries.

The Commission  referenced the below case studies in Round 1. Written submissions from parties granted leave to appear for Round 1 are available below.



Case Studies


Residential Mortgages

  • NAB Introducer Program and fraudulent loan applications
  • Aussie Home Loans fraudulent brokers and broker arrangements
  • CBA accreditation of brokers and broker arrangements


Car Finance

  • Westpac/St George car finance practices
  • ANZ/Esanda car finance practices


Credit Cards

  • Westpac unsuitable credit card limit increases
  • Citi imposition of international transaction fees


Add-On Insurance Products

  • CBA credit insurance in connection with home loans, personal loans and credit cards


Credit Offers

  • ANZ unsuitable pre-approved overdraft offers


Account Administration

  • ANZ account administration errors
  • CBA unsuitable overdraft facilities and failure of automated systems

A number of consumers will give evidence of their particular experiences during the hearings. The entities that are the subject of consumer evidence will be informed by the Commission. A representative of a consumer advocacy group will also give evidence.

Further topics may be included and the list above will be updated accordingly before the hearings commence.

Written submissions

The following written submissions were received from parties with leave to appear in response to Round 1 hearings on Consumer Lending.

Aussie Home Loans – Part A [PDF 450KB]
Aussie Home Loans – Part B [PDF 352KB]
Australia and New Zealand Banking Group Limited [PDF 223KB]
Australian Prudential Regulation Authority (APRA) [PDF 162KB]
Choice [PDF 297KB]
Citi International [PDF 363KB]
Commonwealth Bank of Australia [PDF 408KB]
Consumer Action Law Centre [PDF 604KB]
Finance Sector Union [PDF 359KB]
Legal Aid NSW [PDF 866KB]
National Australia Bank [PDF 184KB]
National Australian Bank – Introducer case study [PDF 345KB]
Smartline Home Loans Pty Ltd [PDF 311KB]
Westpac [PDF 220KB]
Westpac – Auto Finance [PDF 175KB]
Westpac – Credit Card Credit Limit Increases [PDF 184KB]


  • Exhibits for Round 1 hearings are available on the Exhibits page.

Leave to ​​appear

Closing submissions

Round 1 of the public hearings concluded on 23 March 2018.

Part 1 of the closing submissions can be found in the daily transcript. Closing submissions Part 2 is available separate to the transcript.