Topic
Investigations and news
Our team of investigative journalists and writers expose shonky industry tactics and products to help protect Australian consumers.
Insurance affordability
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One in six insurance complaints falls through the cracks
A new report shows many insurers are doing a poor job of managing dispute resolution. -
Report shows how insurers failed homeowners after the 2022 floods
Claims were knocked back on flimsy grounds, temporary accommodations fell short, and policyholders were mistreated. -
Private health insurance is failing older Australians
In a recent survey of policyholders over 50, more than half said they were struggling to pay their premiums. -
Why do flood insurance claims have to take so long?
CHOICE highlights many problems with claims process, in joint submission to inquiry into insurers' responses to major floods. -
CHOICE report: Extreme weather putting home insurance out of reach
A new research project reveals how the insurance market is failing homeowners and renters. -
9 in 10 Australians facing higher home insurance costs
Contrary to the industry code of conduct, many policyholders aren't being told why their premiums went up.
Buy now, pay later
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After her son's death, this mum wants to help young people seek financial help
When Libby's son died she discovered he owed thousands to different payday lenders. -
Proposed buy now, pay later reforms a partial solution
A coalition of advocates say draft legislation should do more to protect consumers. -
Financial counsellors sound the alarm about Afterpay Plus
The subscription platform uses Apple Pay, Google Pay or Samsung Pay to activate a loan, and cancellation is discouraged. -
Australians pressured to take out BNPL loans they can't afford
Retailers are exploiting loopholes in lending laws to convince shoppers to take out large buy now, pay later loans. -
Government announces 'balanced' BNPL reforms
Consumer groups and financial counsellors are cautiously optimistic about the long-awaited buy now, pay later reforms. -
Op-ed: It's time to regulate the growing BNPL sector
More and more people are using buy now, pay later services, but regulation of the sector under the Credit Act is still lacking. -
What can Australia learn from how other countries are regulating buy now, pay later?
Jurisdictions around the world are taking different approaches to regulating the booming buy now, pay later credit industry. -
Banks and industry groups join the call to regulate BNPL
Banks, industry groups and others support full regulation of BNPL products under financial laws. -
'Pay later' operators providing large loans without a credit licence
Elepay and Futurerent offer property owners huge lines of credit, and consumer advocates are sounding the alarm. -
Buy now, pay later failing family violence victims
Support workers advocating for victims of family violence say undertrained BNPL providers are making inappropriate requests. -
Coalition of consumer groups calls for the next Parliament to regulate BNPL
CHOICE joins more than 100 organisations calling for a commitment to reining in the unregulated buy now, pay later sector. -
Car dealers using buy now, pay later to get around responsible lending limits
CHOICE joins WA consumer groups to express alarm at reports of car dealers arranging BNPL loans for warranties.
First Nations consumers
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Groceries cost more than twice as much in remote First Nations communities
CHOICE investigates food prices in parts of the NT and WA to see how they compare to capital cities. -
Court confirms Youpla lied about being Aboriginal-owned
First Nations advocacy groups welcome the ruling, saying it sets an important precedent. -
Youpla victims finally get some relief
Almost two years on from the collapse of the funeral insurance operator, affected First Nations people get some justice. -
First Nations people missing tens of millions in super
Reforms needed to ensure people in remote communities can access money that is rightfully theirs. -
First Nations people more likely to get poor financial hardship service
Recently released numbers from the financial ombudsman also show a rise in complaints about scams and insurance. -
First Nations community wins landmark legal battle in NT
The High Court has ruled that residents living in broken down homes are entitled to compensation. -
Homeless for Christmas? Discrimination locking First Nations people out of housing
'They're not giving it to Blackfellas, that's just how it is out here.' -
Disgraced business grew rich on Centrelink payments
Exclusive documents show successive federal governments failed to protect First Nations welfare recipients. -
Scams targeting Aboriginal and Torres Strait Islander consumers on the rise
The ACCC warns that Aboriginal and Torres Strait Islanders are increasingly becoming the victims of scams, with remote communities facing unique challenges. -
Remote Aboriginal communities left behind in Australia's rooftop solar boom
Rooftop solar could reduce high energy costs and prevent blackouts, but regulatory hurdles are slowing progress. -
Youpla compensation resolution 'within months'
It's been a heartbreaking wait for victims of the funeral fund's collapse, who were left out of the Federal Budget. -
Postcode data shows how Youpla targeted most disadvantaged communities
Indigenous funeral fund provider targeted disadvantaged communities across Australia with predatory door-to-door sales. -
Car sales in remote Indigenous communities, part two: A broken system
In part two of CHOICE's investigation, we look at the problems faced when trying to get a repair or refund. -
Remote Indigenous communities left with broken cars and no redress: Part one
CHOICE travels to the remote Indigenous community of Wujal Wujal in Far North Qld to investigate dodgy motor vehicle sales. -
Indigenous students still struggling with debt legacy from education loan scandal
The laptops for education scandal has left some students with an ongoing debt legacy even years later. -
Renters seeking compensation for substandard housing
The High Court has agreed to hear an argument that damages should be paid by negligent housing authorities.
Featured
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Still no resolution for woman allegedly poisoned by Samsung fridge
More than six months on, the family are still fighting for their rights. -
CHOICE's biggest stories of 2024
The investigations, research and tests that made the news – and made a difference – this year. -
HSBC Bank no help as scammers steal $23 million
ASIC is taking the bank to court for failing to protect customers. -
ASIC aims to put an end to Cigno as loan provider's legacy lives on
The corporate regulator says it's working to stop Cigno Australia's predatory lending models for good. -
Dentists and the superannuation rort
Companies are charging big fees to help desperate consumers get early access to super. -
Bunnings facial recognition program ruled illegal
In a case exposed by CHOICE, the privacy commissioner has found the business breached the Privacy Act. -
Harvey Norman's credit card deal through Latitude Finance misled consumers
A recent ASIC win highlights misleading interest-free offers. -
What will an end to no-grounds evictions mean for NSW renters?
New legislation is expected to take effect early next year that will require landlords to have a valid reason to kick you out. -
Getting stuck in the retirement village trap
Exit fees and other hidden costs mean many residents can’t really afford to leave. -
Coles and Woolworths accused of misleading shoppers
The ACCC is taking both supermarkets to court for 'prices dropped' and 'down, down' offers. -
Inquiry overdue into secret payments in strata insurance
A CHOICE investigation last year uncovered glaring conflicts of interest, now highlighted in a recent Four Corners program. -
In the murky world of pawnbroking, the harms are well hidden
Consumer advocates say an inquiry into the industry is long overdue. -
Are home care providers exploiting the system?
When profits come before people, the quality of aged care can suffer. -
How Bring Your Bills Day is making a big difference
A community event is helping residents to increase their financial literacy and pay their bills. -
Housing crisis ahead: Protesters set up camp in middle of busy Melbourne road
The encampment is drawing attention to the plight of homeless people during National Homelessness Week.
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CHOICE wins in 2024
We look back at the highlights of our campaigns and investigations work over the last year, including several significant wins for consumers.
These wins were achieved with the support of our members, allies and supporters.
Each win, from just compensation and calling dodgy businesses to account, to improved safety standards, privacy and protections, inspires us to keep up the fight for your consumer rights in 2025.
Making change happen
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Why the federal government must act urgently on privacy reform
CHOICE is among 27 advocates and researchers calling for stronger consumer protections from data breaches and misuse. -
Government announces 'balanced' BNPL reforms
Consumer groups and financial counsellors are cautiously optimistic about the long-awaited buy now, pay later reforms. -
Compensation scheme for victims of financial misconduct finally goes ahead
The scheme will help protect Australians from dodgy financial operators who can’t pay mandated compensation. -
How CHOICE helped win the fight to improve button battery safety
A look back at how CHOICE joined the battle for mandatory button battery safety standards – and won. -
Commonwealth Bank drops Dollarmites
After long campaign by CHOICE, pin is finally pulled on 'shonky' school banking program. -
Mosaic Brands fined by ACCC following CHOICE investigation
ACCC action follows 2020 CHOICE investigations and product tests. -
Insurers improve bushfire definitions
There is no standard definition for fire insurance in home and contents insurance. -
CHOICE testing prompts payout
Hitachi customers can claim compensation for a fridge that uses more energy than claimed. -
People power brings a big win on hand sanitiser labelling
Our six-month effort to bring about change has a happy ending. -
InvoCare rolls out itemised funeral prices
After earning a Shonky for poor price transparency, funeral giant puts itemised prices on all its brands’ websites.
Travel reform
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Is Qantas greenwashing us with its carbon claims?
A complaint filed with the ACCC says terms like 'carbon neutral' and 'sustainable aviation fuels' mislead customers. -
Qantas ordered to pay $100 million in fines for cancelled flights
The airline will pay the penalty on top of $20 million in compensation to consumers. -
Chances your flight will leave on time these holidays? About 50/50
A new CHOICE survey reveals airlines continue to let customers down as the peak travel season gets underway. -
Is Booking.com following its own terms and conditions?
A customer who bought a ticket for a flight that couldn't fly was denied a refund by the popular booking service. -
Qantas flight credit policy unfair to customers
CHOICE has filed a complaint with the ACCC calling out undue restrictions in Qantas's credit redemption rules. -
CHOICE calls for clearer terms and conditions for travellers
After our investigations into COVID-related cancellations, we want a mandatory information standard for all travel providers. -
Flight Centre called out for 'horrible' customer service and delayed refunds
The findings of our COVID travel cancellation survey don't speak well of Flight Centre's treatment of customers.
Product safety
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Kids' product recalls continue as shopping season approaches
A steady stream of recalls of products for babies and kids is cause for concern. -
Philips Respironics recall puts patients in a bind
The electronics giant has declared hundreds of thousands of its sleep and respiratory care devices potentially harmful – with no remedy on the horizon. -
Mosaic Brands fined by ACCC following CHOICE investigation
ACCC action follows 2020 CHOICE investigations and product tests. -
Do you own a dangerous kitchen appliance?
Check our list of 28 recalls from the past five years. -
Thousands of dangerous pressure cookers recalled by Aldi still in homes across Australia
One recent incident left a woman with extensive burns. -
Valco Rover pram toddler board accident raises safety questions
A 20-month-old was badly injured when a Valco Rover toddler board malfunctioned. -
Faulty blood glucose meters: A disservice to people with diabetes
Roche Diabetes Care Australia says it doesn't know how many defective Accu-Chek meters may still be out there.
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Got a news tip?
If you have an idea for a story or you have information relating to an existing investigation, contact us confidentially at [email protected]. -
CHOICE editorial guidelines
Here's how we work to ensure our journalism meets our high editorial standards. -
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