7 days
30 days
90 days
12 months
Comparing vs previous 30 days
Avg response (days)
▲ 1.8d
14
By institution · last 30 days
Institution
Cases
Sent
Avg days
Response within IDR
Westpac Banking Corp.
Banking · home loans
38
29
17.4
Commonwealth Bank
Banking · cards
31
22
12.1
NAB
Banking · personal loans
22
14
19.2
Allianz Australia
General insurance
18
13
10.5
Lion Finance
BNPL · debt collection
14
11
22.8
ING Australia
Banking · home loans
9
6
8.9
Resolved at IDR · in consumer's favour
142 cases · 53.8%
+ $384k returned
Negotiated outcome
68 cases · 25.8%
+ $112k restructured
Escalated to AFCA
38 cases · 14.4%
in progress
Withdrawn or declined
16 cases · 6.0%
Hardship · banking38%
Card / fee disputes26%
Insurance claims20%
Debt collection16%