This paper aims to introduce a typology of service advocates to address a gap in existing literature regarding how transformative service mediators (TSMs) manage both access to resources and empowerment for consumers experiencing vulnerability.

This report provides detailed observations from a review of the death benefit claims handling practices of 10 superannuation trustees and provides 34 actions for industry. It identifies better practices, as well as systemic failures by some trustees. The report found that none of the reviewed trustees monitored or reported on their end-to-end claims handling processes...

Rooftop solar has been lauded by energy market bodies, policymakers, the media and environmental groups as a great way to lower bills, help the environment and help the grid. While rooftop solar may have lowered bills for homeowners able to install it, this paper posits that it has done so by increasing bills for everyone...

The action plan outlines the insurance industry’s position on the remaining recommendations from the Parliamentary Flood Inquiry and the independent review of the industry’s Code of Practice. The plan provides seven areas of focus and key commitments, and responds to the Parliamentary inquiries into floods, the impact of climate risk on premiums and financial abuse.

The report card is designed to help consumers choose the right private health cover and determine value for money. The report highlights major issues in the sector including the complexity of choosing the right health fund and level of cover. It finds that the private health insurance system is in trouble and needs real reform.