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Investigations and news

Our investigative journalists Andy Kollmorgen and Jarni Blakkarly, pictured with editorial director Margaret Rafferty, expose shonky industry tactics to help protect Australian consumers.

Buy now, pay later

Part 1: Is buy now, pay later a modern debt trap?

Most people use BNPL services such as Afterpay and Zip with few issues, but for some the easy access to credit can lead to financial distress.
Part 2: Does buy now, pay later need tighter regulation?

Buy now, pay later (BNPL) providers say their new self-regulation code of conduct is sufficient. We’re not so sure.
Part 3: Are there better options than buy now, pay later?

BNPL services might seem fast and attractive to many consumers, but there are better options out there.

Timeshare

Timeshare survey: 'We want to get out but can't' say 30%

A new CHOICE investigation reveals widespread dissatisfaction with timeshare schemes.
Timeshare scheme with no contract and no way out

Operator Classic Holidays says the Matchams are stuck in the scheme until 2084, but there are no documents to prove it.
Trapped in a Classic Holiday timeshare

Children to inherit parents' bad deal that won't end till 2076.
Are holiday timeshare resorts worth it?

We compare the cost of a Gold Coast holiday timeshare to booking accommodation online.

Featured

Residential disconnections for gas and electricity on the rise again

The regulator stepped in to protect consumers last year, but energy retailers are again cutting off struggling customers.
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.
NSW Fair Trading investigating Viagogo for unlawful behaviour

Despite a CHOICE Shonky, a NSW ban on ticket scalping, and a $7 million fine, Viagogo is at it again.
Travel cancellations leave thousands out-of-pocket and out of patience

A CHOICE survey finds very few have been given refunds after travel plans were cancelled due to COVID-19.
Telstra accused of overselling to seniors

Many senior customers have stayed loyal to Telstra, but some complain they're being sold products they don't want or need.
Renters left to freeze in poorly insulated homes

With winter fast approaching, we look at renters' rights to affordable heating – or the lack of them.
Does a 'clean label' mean better food?

There are few ingredients, and you recognise all of them, but you might not be getting the whole story.
Senior Advantage misleads members on dud discounts, CHOICE investigation reveals

A new website promises to save older Australians significant sums of money. But the deals on offer were already out there.
Goats milk soap with no goats milk? Confusing labels on cosmetics

Our readers tell us about the shampoos and other goos they've bought – only to find out later they may not be what they seem.
A CHOICE mystery shop reveals that Tinder is charging older people more

A CHOICE mystery shop reveals the dating app's pricing model could fall foul of discrimination laws.
Kogan refunds and returns policy shows room for improvement

Is the online retailer playing fast and loose with Australian consumer guarantees?

Button batteries

CHOICE helped win fight to improve button battery safety

A look back at how CHOICE joined the battle for mandatory button battery safety standards – and won.
New mandatory safety standards for button batteries

The Australian Government introduces legally binding rules in response to serious injuries and deaths.
The hidden dangers of button batteries

Another child has tragically died after swallowing a button battery and many others are injured each week – so why are they so accessible?

More product safety

Cats fall ill after eating Royal Canin Light Weight Care kibble

Company says no definitive link can be proven, but case highlights need for pet food standards.
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.
Another pet food poisoning highlights lack of regulation

An outbreak of megaesophagus is linked to Veganpet dry dog food.
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.

Making change happen

Mosaic Brands fined by ACCC following CHOICE investigation

ACCC action follows 2020 CHOICE investigations and product tests.
Days numbered for school banking

Following a CHOICE Shonky for CBA's Dollarmites program and a damning ASIC report, Qld joins ACT and Victoria in school banking ban.
Insurers improve bushfire definitions

Following our earlier investigation, many insurers have improved their definitions.
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.

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We're 100% independent, nonprofit and ad-free, which means we can examine issues without fear of interference from industry or advertisers. But it also means we rely on support from people like you to continue our fight for truth and fairness. Your donation allows us to do that.

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COVID-19

People power brings a big win on hand sanitiser labelling

With the generous help of CHOICE supporters, our six-month effort to bring about positive change has a happy ending.
Mosaic Brands sold mislabelled, ineffective hand sanitiser

Lab test finds 23% alcohol in hand sanitiser bottle labelled 70%.
White Knight hand sanitiser recalled by ACCC

CHOICE investigation: Our third test of hand sanitisers showed most had the required alcohol content, but one has now been recalled.
Euca plays on coronavirus fears to sell 'laundry sanitiser'

Selling us things we don't need has long been part of marketing efforts, and this hasn't stopped during the current pandemic.
COVID-19 lockdown and suspicious price hikes on big ticket items

We tracked whitegoods retailers' daily prices and pinpointed some very timely price increases.

Funeral industry

InvoCare rolls out itemised funeral prices online nationally

After earning a Shonky Award for poor price transparency, the funeral giant now has itemised prices on all its brands’ websites.
Coronavirus restrictions are changing funeral rituals

Social distancing measures have spurred new ways of thinking about funerals.
InvoCare plans backdown on misleading late payment fees

Funeral giant plans to remove a $352 'administration fee' from invoices.
Part 1: Do you need a funeral director?

In the first of our four-part investigation into the funeral industry, we look at DIY funerals and cremation.
Part 2: How much do funerals cost?

In the second of our four-part investigation into the funeral industry, we look at how much funerals cost, and how businesses control the way we grieve.
Part 3: Should you pre-pay?

Part 3 of our investigation: How well-meaning advance payments fuel a questionable funeral-plan industry worth billions.
Part 4: The future of funerals

In the final of our 4-part series on the funeral industry, we look at the trends disrupting the status quo.
Funeral giant invoices for late payment fees – before you're late

A $352 'administration fee' is a troubling inclusion on InvoCare invoices.

Banking and credit industry investigations

Are wage advances the new payday loans?

Profiting from people living pay cheque to pay cheque may put Beforepay and MyPayNow at odds with their lofty marketing.
The wave of debt that could soon engulf many Australians

The federal government plans to remove responsible lending obligations from credit providers – at a painful cost to borrowers.
What never-ending credit card debt is doing to Australians

Easy credit – and the high interest that often comes with it – has tied many people to ongoing repayments they can’t afford.
The great credit card rip-off – and how much extra we’ve paid

The cash rate has dropped from 4.75% to 0.25% since 2011, but credit card rates have barely budged. We list the worst offenders
No interest, no late fees, no worries? NAB and CBA launch interest-free credit cards

The big banks' latest push back on the fintech sector offers young Australians a whole new way to fall into debt.
Does buy now, pay later need tighter regulation?

Buy now, pay later (BNPL) providers say their new self-regulation code of conduct is sufficient. We’re not so sure.
Is buy now, pay later a modern debt trap?

Most people use BNPL services such as Afterpay and Zip with few issues, but for some the easy access to credit can lead to financial distress.

Mortgage broking industry

Three big consumer wins from the banking royal commission

Mortgage broker best interests duty, unfair contracts laws extended to insurance, and better regulation for funeral products.
What we learned at mortgage broking school

The bar is low for becoming a certified mortgage broker, and the emphasis is on sales and marketing.
CHOICE calls out Aussie Home Loans' dodgy advertising claims

Complaint to ASIC: promises to find the "best" or a "perfect" home loan are on shaky ground.
How to find a good mortgage broker

If you do want to use a mortgage broker to get a home loan, follow our tips on how to find a good one.

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 newstips@choice.com.au.

newstips@choice.com.au
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Investigations and news

Buy now, pay later

Timeshare

Featured

Button batteries

More product safety

Making change happen

Support our work

COVID-19

Funeral industry

Banking and credit industry investigations

Mortgage broking industry

CHOICE membership