The data includes only the 10 largest Australian Retail Banks and the 10 Largest Mutual Banks based on the AFCA FY25 data, manually extracted from https://data.afca.org.au/at-a-glance
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| Australia and New Zealand Banking Group Limited | 500,469 | 4,594 | 63% | 0.00% |
| Bank Australia Limited | 9,892 | 114 | 45% | 1.60% |
| Bank of Queensland Limited | 71,906 | 495 | 53% | 0.00% |
| Bendigo and Adelaide Bank Limited | 83,783 | 1,443 | 43% | 31.80% |
| Beyond Bank Australia Limited | 9,213 | 125 | 63% | 9.30% |
| Commonwealth Bank of Australia | 850,670 | 10,129 | 66% | 0.10% |
| Credit Union Australia Ltd | 17,638 | 325 | 38% | 11.70% |
| HSBC Bank Australia Limited | 36,986 | 1,529 | 35% | 32.70% |
| Heritage and People's Choice Limited | 20,614 | 367 | 44% | 5.00% |
| IMB Ltd | 6,802 | 49 | 65% | 0.00% |
| ING Bank (Australia) Limited | 79,176 | 1,277 | 65% | 0.00% |
| Macquarie Bank Limited | 168,290 | 1,217 | 47% | 0.00% |
| National Australia Bank Limited | 629,439 | 5,667 | 66% | 1.90% |
| Newcastle Greater Mutual Group Ltd | 18,104 | 149 | 52% | 1.40% |
| Norfina Limited | 72,203 | 610 | 67% | 0.50% |
| Police & Nurses Limited | 7,815 | 20 | 47% | 40.00% |
| Qudos Mutual Ltd | 4,647 | 36 | 45% | 16.70% |
| Teachers Mutual Bank Limited | 9,256 | 61 | 45% | 3.20% |
| Victoria Teachers Limited | 3,108 | 24 | 83% | 3.20% |
| Westpac Banking Corporation | 721,338 | 9,303 | 67% | 0.90% |
AI-Powered Insights
Automated analysis of the dataset to uncover trends and identify outliers.
The analysis of the bank dataset reveals a generally positive correlation between lending amount and the number of complaints received. Banks with larger lending portfolios tend to receive more complaints. However, some institutions deviate significantly from this trend. Commonwealth Bank of Australia and Westpac Banking Corporation exhibit the highest lending volumes and correspondingly high complaint numbers. National Australia Bank Limited and Australia and New Zealand Banking Group Limited follow a similar pattern, though with proportionally fewer complaints than the top two. Macquarie Bank Limited's complaints align with its lending size. Bendigo and Adelaide Bank Limited, ING Bank (Australia) Limited, and Norfina Limited show reasonable complaint volumes relative to their lending. HSBC Bank Australia Limited stands out with a disproportionately high number of complaints (1529) considering its relatively smaller lending portfolio (36986). This suggests potential issues with customer service or lending practices at HSBC Bank Australia Limited. The remaining smaller institutions generally exhibit low complaint numbers consistent with their lending volumes.
The analysis of complaint resolution and non-response rates relative to lending volume identified several outliers. Bendigo and Adelaide Bank, HSBC Bank Australia, Credit Union Australia Ltd and Police & Nurses Limited exhibit very high non-response rates, indicating potential problems with their complaint handling processes. In contrast, Victoria Teachers Limited demonstrates an exceptionally high resolution rate, suggesting superior complaint management. These outliers highlight areas where specific banks may need to improve their complaint resolution processes to align with industry benchmarks.
Bendigo and Adelaide Bank Limited
High Non-Response Rate (31.8%) relative to lending volume, indicating a significant issue with complaint handling.
HSBC Bank Australia Limited
High Non-Response Rate (32.7%) and a low Resolved at Referral Rate (35%) compared to lending volume, suggesting severe issues in complaint resolution.
Credit Union Australia Ltd
High Non-Response Rate (11.7%) and low Resolved at Referral Rate (38%) relative to its lending volume suggests issues in complaint resolution.
Police & Nurses Limited
Extremely high Non-Response Rate (40%) which is substantially above the average, raising concerns about their complaint handling processes.
Victoria Teachers Limited
Exceptionally high Resolved at Referral Rate (83%), suggesting highly effective complaint resolution processes compared to its lending volume.