Scams Code Framework

Written by Claude Haiku 4.5 from the extracted text on 28 Feb 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

This draft Australian Bankers' Association document outlines framework options for handling scams complaints across financial and communications sectors. It diagrams the relationship between internal dispute resolution (IDR) and external dispute resolution (EDR) schemes, noting that customers currently escalate scams complaints from banks to the Australian Financial Complaints Authority (AFCA). The document poses unresolved questions about IDR obligations for non-bank sectors like telcos and social media platforms, EDR scheme jurisdiction, and whether a single or multiple EDR schemes should handle scams. It compares two options: maintaining the status quo (requiring legislative amendments to extend TIO jurisdiction and even compensation caps across schemes, but risking inconsistent outcomes and forum shopping) versus establishing a legislated "single door" coordinating mechanism across schemes (improving consumer access but creating initial delays while schemes implement information-sharing and joint decision-making requirements). The document emphasizes principles of "no wrong door" consumer access, efficiency,