Ms Derville Rowland:

I can only say that the policy frameworks that are there to support customers fully apply to all lenders in the system. I can see that this new decision from the ombudsman has put at risk an opportunity for customers who have serious, distressing issues to complain of where they have not had a satisfactory response from the regulated entity. That is not an outcome we wish to see any consumer face. We would work to the fullest extent on problem-solving initiatives to support that loophole being closed, such that those customers are in a position to have their complaints heard by the ombudsman. I cannot speak about the office of the ombudsman. It will be for the Legislature to assist in closing that loophole. We would be very supportive of that. I cannot say anything more at this stage.