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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.

Travel reform

Only a quarter of Australians feel confident making travel plans

CHOICE calls for urgent reforms to give Australians clear and fair travel cancellation rights.
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.
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.

Pet food safety

Pet owners across Australia call for mandatory pet food safety regulations

Our open letter to government has been signed by 22,338 pet owners who want to see an end to contaminated pet food.
CHOICE asks consumers to join fight for mandatory pet food safety standards

We'll be sending an open letter to the Minister for Agriculture in the wake of another pet food contamination.
Another pet food poisoning highlights lack of regulation

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

Buy now, pay later

Financial giants enter the buy now, pay later market

But are the new BNPL services from Commonwealth Bank and PayPal any better for consumers?
Part 1: 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 BNPL 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?

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

Featured

Caravan industry says Aussie caravans are 'best in class', despite complaints

Ongoing reports suggest major faults and failures, but the caravan industry stands by its products.
Theracare Home called out for misleading sales tactics

An 80-year-old woman who was cold-called by the business thought she had agreed to a health assessment, but it turned out to be a sales visit.
Calls for car ombudsman to resolve 'lemon' vehicle disputes

Victorian consumer advocates are calling for action on the high number of complaints about dodgy cars.
'Huge win for renters' – landlord insurers change policies following CHOICE campaign

Renters will no longer be pursued over accidental property damage after investigations and a campaign by CHOICE and WEstjustice.
Investment apps targeting first-time traders

ASIC warns rookie investors to beware the social media hype.
Zurich insurance claim denial overturned by AFCA

More than a year after lodging her trauma insurance claim, a woman fighting ovarian cancer finally got her benefit.
Fears ticket scalping will surge post-lockdown as laws fail to rein in Viagogo

Despite anti-scalping legislation in most states, the ticket reseller is still up to its old tricks.
Commonwealth Bank drops Dollarmites

After long campaign by CHOICE, pin is finally pulled on 'shonky' school banking program.
When’s the best time to call your airline?

CHOICE called Qantas and Virgin four times a day over nine days and found some times are certainly better than others.
Whistleblower speaks out about trouble at 'rogue' landlord insurer

CHOICE has been told about problems in the complaints handling and recoveries of CHU insurance which have since been reported to ASIC.
We've got your number: Telemarketers not playing by the rules

A CHOICE survey shows that unwanted calls and texts have risen in lockdown, and that telemarketers are flouting the law.
'Robodebt' for insurance – renters around Australia being unfairly pursued

We uncover more cases of renters being pursued by insurance firms over accidental property damage. It's time for change.
Are online betting companies profiting from the pandemic?

Gambling has long been big business in Australia, but with lockdowns and restrictions in force, online bookies are really cashing in.
Eco labels – too many, and too confusing?

Australian consumers want to make environmentally sustainable choices, but the claims aren't always trustworthy.
Overdue government compensation scheme leaves many unprotected

Hundreds who have lost their life savings to failed investment schemes may fall through the cracks.

Timeshare

ASIC takes timeshare operator Ultiqa Lifestyles to court

The regulator maintains Ultiqa's sales practices breached its obligations as an Australian financial services licence holder.
Timeshare boards vote no to hardship relief

Classic Holidays, Accor Vacation Club and Ultiqa Lifestyle decision leaves many trapped in long-term schemes.
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.

Button batteries

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.
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

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.

Making change happen

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

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.

Support our work

CHOICE is dedicated to improving the lives of Australian consumers – through safer laws, stronger rights and better products. Investigations play a vital role, exposing shady business practices and keeping industry accountable.
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

Financial complaints body finds 28 times against funeral fund

The recent findings are for misleading and deceptive conduct over pretending to be an Aboriginal organisation.
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

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.
Debt collectors often overstepping guidelines

Financial counsellors say consumers are being harassed by debt collectors who ignore the regulator's guidelines.
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.

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

Travel reform

Pet food safety

Buy now, pay later

Featured

Timeshare

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