Indigenous Outreach Program
ASIC's Indigenous Outreach Program works closely with Aboriginal
and Torres Strait Islander people and their organisations and
businesses in urban, rural and remote areas.
What the Program does
The Indigenous Outreach Program provides support to Aboriginal
and Torres Strait Islanders who want to know more about money
matters. They also work with industry and consumer advocates
to increase the financial knowledge of and improve the services
provided to Indigenous Australians.
The Indigenous Outreach staff are able to assist with
complaints, provide copies of any of ASIC's Indigenous educational
materials and provide general assistance and financial literacy
Podcasts on ASIC's work on Indigenous financial issues
Nathan Boyle on super outreach in the APY Lands
Susan Tilley from Anangu Lands Paper Tracker
interviews ASIC's Nathan Boyle about the 2018
outreach trip to the APY Lands to help people with their
Nathan Boyle talks about ASIC's Take a minute with your money
Listen to an interview on radio station 2SER 107.3 with
Indigenous Outreach Officer Nathan Boyle who explains why ASIC has
launched the 'Take a minute with your money' campaign to help
Boyle interview on radio 2SER (16 mins)
Interviewer 1: Well last month ASIC released a
financial literacy program aimed at Indigenous consumers called
'Take a minute with your money'. This campaign is part of a larger
Program, which promotes financial literacy amongst Indigenous
Australians. We've got Nathan Boyle from ASIC's Indigenous Outreach
Program in the studio with us to tell us a bit about the process of
developing an Indigenous financial literacy campaign. Nathan's a
Woragery man and analyst for the Indigenous Outreach Program since
2011. Welcome Nathan to the program.
Nathan: No worries, thanks very much for having
Interviewer 1: Well, ASIC traditionally deals
with regulation of companies and such, so how's ASIC got involved
in this sort of the outreach program that you've done?
Nathan: Well it's quite interesting a lot of
people think that ASIC purely regulates corporations and companies,
but we're actually the corporate markets and financial services
industry regulator. So we're responsible for a lot of consumer
protection work as well, including credit, superannuation, banking
and insurance. And it was recognised that Indigenous consumers, as
a broad subset of the population, tend to have a much lower level
of understanding of how to work with them products and services. So
in 2009 an external review was conducted, and after that review
they decided that we needed to have a formal Indigenous outreach
program to make sure that that section of the population was having
their consumer rights protected.
Interviewer 2: So in terms of financial issues
within the Indigenous community, what are the major ones that they
Nathan: Indigenous consumers, it's important to
say, have a real breadth of experience - some people are financial
experts and some people really struggle with understanding the
mainstream economy. But some of the biggest issues that we come
across are in the book up space, which is informal credit provision
in remote Indigenous communities. Where sometimes we see stores
will request a consumer's key card and PIN number and then use them
banking details to withdraw all or nearly all the funds from a
consumers account. We see people being targeted by consumer lease
providers for example, and they might be signed up to three or four
or five different products on consumer leases, where they can be
paying interest rates of up to 800% if they had have bought that on
a credit contract.
Interviewer 2: It's naivety as well, you're
educating people just to be a little bit more guarded with
financial information that they're providing to potential
Nathan: Yeah, that's right. Look Aboriginal and
Torres Strait Islander people, as a broad subset of the population,
have had a lot less experience in engaging with financial services
than other Australians. You've got to remember that for a lot of
Aboriginal people the first time they had access to their own money
was after the 1967 referendum, so it's really the first few
generations that have had access to that money. And then we're also
dealing with some consumers that live in regional and remote areas
of Australia where English might not be their first language, and
they might only deal regularly with one business. But then we see
these outside providers coming into the communities and signing
people up to contracts that they really don't understand, they
haven't had any experience with them, they haven't seen them
Interviewer 1: Well just a lease document can
be like 10 pages long, can't it, with - depending on the lease
company I suppose - with lots of very small writing in legalese
which is pretty hard to understand. And people just go "oh yeah,
it's fine, just sign down here and you'll have your car", that's
what they tell you, so I guess it is difficult when you haven't had
Nathan: Yes. That's right and we see some
really predatory practices from some of these consumer lease
providers. One of the ones that we looked into in particular had
gotten a respected elder from the community and given them an
incentive to introduce the company to other members of the
community. So community members already felt comfortable to sign
up, because they trusted the elder.
Interviewer 1: So it's a version of celebrity
endorsement, isn't it really?
Nathan: That's right, yeah absolutely.
Interviewer 1: And I just wanted to ask you
what the actual 'Take a minute with your money' campaign was that
you've developed. Can you explain what… How it encapsulates what it
Nathan: Yeah, so ASIC's Indigenous Outreach
Program has a whole number of roles, so we do everything that ASIC
does in the consumer protection space. That includes investigating
financial services misconduct, it includes working with industry to
improve their practices, and then the third main thing that we do
is produce financial literacy resources targeted at Aboriginal and
Torres Strait Islander people. A lot of our resources have been
paper-based and aimed at intermediaries to assist them to work with
Aboriginal and Torres Strait Islander people. But we conducted a
research process to have a look at the financial literacy materials
that were out there and to identify some of the gaps, and what we
discovered from Aboriginal and Torres Strait Islander people around
the country was that there was a real gap in audio visual resources
that were targeting Indigenous consumers that might not have enough
literacy to be able to read our written publications. And so out of
that research that we conducted and focus groups around the
country, we determined that the three most important issues for
that consumer group, for Aboriginal people living in regional and
remote areas were consumer leasing, buying a car and renting things
for their home.
Interviewer 1: Well, actually, I think we have
a clip of buying
a car here so we might just play that now.
Cousin 1: Hey cuz, you should get a flash new
ute. With your deadly new job you can afford it. I can see us now,
stylin' up around town.
Cousin 2: Yeah but I only need something to get
Cousin 1: ...and maybe take the mob on that
Salesman: Morning fellas, I've got just the car
for you. This one is perfect. I can do some special extras as well:
tinted windows, a bull bar, roof racks. And with a car like this
you'll be wanting all the extras.
Interviewer 1: So you can tell the sales pitch
there can't you? And I guess people can identify with the two guys
that are looking at buying a car?
Nathan: Absolutely, and look we've tried to use
really identifiable characters from Indigenous communities and the
two main characters that tell the stories across the three
animations and radio plays that we've produced are Aunty B and
Uncle Bob. They represent Indigenous elders, the knowledge holders
and custodians of knowledge in Aboriginal communities.
So we hope that by using respected people to give these tips
about taking a minute with your money, not being rushed into
signing up to contracts that you don't understand, that Aboriginal
and Torres Strait Islander consumers will identify with their
messages and that they will be able to understand them and really
think about that next time they are approached with one of these
Interviewer 1: And one of the messages is, that
Uncle Bob is talking about interest rates and you've got to be
careful about how high they are, cause a lot of consumer finance
you can get… There's a lot of sharks out there?
Nathan: Absolutely. One of the investigations
that we conducted into a motor vehicle finance
provider found that Indigenous consumers who were predominately
receiving Centrelink as an income were being signed up to motor
vehicle loans for $12,000 at 48% interest. And when we undertook
the investigation into that particular provider, we found out that
most of the consumers that had entered into them contracts, had no
idea what an interest rate was. So not only did people not know
that 48% was too high, they had no concept of what interest was at
So that's why it's really important that even basic consumer
concepts, that we can break them down. Because if we can help the
people who have the lowest level of knowledge about financial
services to be able to understand the very basics then that's what
our job is. Our job is protecting the most vulnerable consumers,
and then we can build up from there to make sure that everyone
understands them concepts.
Interviewer 1: And what sort of interest rates
should they expect?
Nathan: A usual car loan would probably be
around 16% interest, so 48% is kind of three times higher than
Interviewer 2: But they should be able to
negotiate that as well. And is that part of the training process as
well? Understanding that when you're going out for a loan, there is
the opportunity for you to be able to make a deal if you like and
reduce a rate like 16%?
Nathan: That's some of the work that we would
do if we were on the ground, but we're quite a small team. We're
currently six people nationally, so the resources that we produce
are really around education and then we try and work with
intermediaries like financial counsellors and community legal
centres to give them the tools that they need to be able to run
that kind of education on the ground in communities.
Interviewer 2: Now another issue that you've
got obviously with Indigenous people is store accounts and I know
you've produced another sort of audio visual, and we've got a grab
of that book up
video as well. So let's have a listen to that.
Aunty B: Before you use book up, remember these
- You decide what gets booked up. Don't get pressured by others
to buy stuff you don't need, even if they are real cute. That's a
lot of chocolate Billy, you're gonna have to put it back.
- Next, check the amount you owe. So your book up account doesn't
get too high, or you might never pay it off.
- And remember, you are in charge of your ATM card. To keep your
money safe, never tell anyone your PIN.
Interviewer 2: And book up's like in a remote
community where you have one store. Is that where you would use a
book up account?
Nathan: A very basic explanation of what book
up is - it's like if you haven't got enough money to buy bread and
milk and you go to the local store, you grab the bread and milk and
they write it down, and you come and pay them next payday. But what
we see with some of the really predatory book up practices is that
they're not keeping accurate records of the store accounts and
tabs. So, there's no way for the store to tell how much the
consumer owes. Then they'll ask the consumer as I said before, to
leave their key card and their PIN number and they'll then use them
to withdraw all or nearly all of the money from the consumers
I guess one of the key messages we're trying to get across with
that video is not to give anyone your PIN number, because that
reduces your consumer protections from the bank, so if someone does
take too much of your money there's no way for you to get that
money back. We're also asking consumers to think about how much
they are booking up and to make sure that they know exactly how
much it is that they owe the store.
Interviewer 2: So Nathan, how did the
Indigenous Outreach Program identify these issues in store? How was
that bought to your attention?
Nathan: Book up is something that's existed for
a very long time because back in the day, Aboriginal and Torres
Strait Islander people were sent out to work and you might have
heard of Aboriginal trust funds and stuff, where wages of
Aboriginal people were paid into Government accounts. And the way
that that money was distributed was by cheque that was sent to the
local store. And obviously, 50-60 years ago, the postal service
wasn't as good as it is now, so by the time them cheques arrived at
the store, it might have been two or three weeks. People got used
to booking up their food and then the store would cash the cheque
and reduce the store account by however much it was from their
wages. That practice is something that's kind of developed and
continued, particularly in more regional and remote areas. It's a
practice that people are just used to.
Interviewer 2: So the reception to the videos,
how has it been to date and how do you get that sort of information
out to the remote areas that may not have access to the audio
visual online? So how do you do that?
Nathan: The reaction to the videos has been
really good. We launched them during NAIDOC week up in Darwin,
which was fantastic because some of the Indigenous Outreach Program
staff members got to go to Darwin and we were able to invite
members of the local community in to have a look at the videos. The
way that we get it out to people in regional and remote communities
is that our team constantly does work to work with our stakeholder
network - so them intermediaries that I spoke about before. We
provide access to the videos and the audio clips on USB sticks and
CDs so that intermediaries and service providers in more remote
areas have access to them even if they don't have access to the
In addition to that, we conduct regular outreach trips as part
of our investigative work or to run financial literacy training in
remote communities and during them trips, obviously these audio
visual materials that we've produced really allow us to be able to
have a maximum impact.
Interviewer 1: Well, we might just take a short
break there Nathan. We're with Nathan Boyle and he's behind the
program for Indigenous financial literacy at ASIC. I'm Roderick
Chambers, you're listening to 'On the Money', so we'll be back with
you in just one moment.
Interviewer 1: Well, we're back here with
Nathan Boyle, from the Indigenous Outreach Program at ASIC,
something you might not have thought ASIC might be doing. I'm
Roderick Chambers, I'm here with Tanya Katsanis.
Nathan, look I understand that you've currently got a couple of
court cases going on, what can you say about them which isn't going
to affect those court cases?
Nathan: Absolutely. We do have two court cases
- one of them that I mentioned before is against a finance
provider. ASIC issued proceedings in the Federal Court of
Queensland against the Cairns-based
operator who was offering high-interest credit contracts, as I
said, to Indigenous consumers and look they were targeting one of
Australia's most disadvantaged postal areas with them high-interest
The court case we've run is alleging breaches of the responsible
lending obligations, as well as some instances of unconscionable
conduct in relation to a series of loans that were given to
consumers for the purchase of motor vehicles. That judgement has
been reserved, so there's not too much more that I can say about
that one at the moment.
The second case that we've got at the moment involves a book up
provider in central Australia, again where they were targeting
vulnerable consumers whose first language wasn't English. That case
that we've taken in central Australia is actually the first time
that a book up proceedings has been taken to court under the
responsible lending provisions. So that judgement is also reserved.
We're really interested to see the way that the court interprets
the responsible lending provisions under the National Consumer
Credit Protection Act and how they might apply to book up, because
we think that there might be opportunities to strengthen the
regulation of book up and to really bring in some further
protections for the most vulnerable consumers.
Interviewer 1: And I just wanted to quickly
ask, what was the role of the Indigenous advertising agency,
Gilimbaa, in developing some of the content? How did that come
Nathan: We think it is really important to
support Indigenous businesses and also that there are creative
agencies and other agencies that have much better skills in the
areas of producing cartoons and radio segments then we do
ourselves. We contracted Gilimbaa, an Indigenous creative agency to
help us really hone the concepts we wanted to get across. We
provided Gilimbaa with a few key messages and asked them to work
with us in developing the scripting and the characters for these
resources, so that we could make sure that they were humorous and
that they were able to get the message across in a way that would
really engage the audience that we were targeting.
Interviewer 1: Well I think it's very engaging
even though I'm not the target audience I suppose.
Nathan: The other role that Gilimbaa played for
us is that they went out and conducted focus groups with Aboriginal
and Torres Strait Islander people in regional, remote and urban
areas throughout Australia, so that we got continuous feedback
throughout the process of developing these resources.
And I just do want to mention, if I can, that anyone can have a
look at these resources in the 'Take a minute with your money'
campaign. We've got a campaign page on our consumer literacy
website, which is MoneySmart. And the web address for that is www.moneysmart.gov.au.
One of the other things that I'd really like to mention, is just
one of the things that I always say in case we do have any
Aboriginal or Torres Strait Islander listeners on the radio. One of
the key messages that I like to get across to people is that you
don't have to be your own doctor when it comes to money issues. If
you've got a pain in the stomach, no one expects you to dig around
and work out for yourself what's going on, they recommend that you
go and see your local doctor. It's the same thing with money issues
and financial issues. So if you are coming across something that
you've signed a contract for, that you're struggling to afford, or
you've got any questions about any kind of financial issue, then
we'd encourage you to give us a call on our Indigenous helpline. And
the number for our Indigenous helpline is 1300 365 957. If you call
that number, you'll come straight through to one of our Indigenous
specialists, they'll be able to help you out.
Interviewer 2: So all those videos that you
actually have produced, they're all accessible via the website
you've just provided?
Nathan: Absolutely, yes.
Interviewer 2: Fantastic.
Interviewer 1: Alright, well Nathan thanks
again for coming in. Thanks for being on 'On the money'.
Interviewer 2: Thank you Nathan.
Nathan: Fantastic. Thanks very much for having
Michael Saadat talks about ASIC's Indigenous Outreach
Listen to Senior Executive Leader, Michael Saadat
and Indigenous Outreach Officer Nathan Boyle discuss ASIC's
Indigenous Outreach Program and the work they are doing to help
Aboriginal and Torres Strait Islander people with financial
products and services.
Interviewer: Hello and welcome to ASIC
view, the official podcast of the Australian Securities and
Investments Commission. On today's episode we will be discussing
ASIC's Indigenous Outreach Program, the work they're doing and what
they are hoping to achieve in the future.
Joining me on the show today is Michael Saadat, Senior Executive
Leader, Deposit Takers Credit and Insurers at ASIC, and Nathan
Boyle, an analyst with the Indigenous Outreach Program at ASIC and
a Wiradjuri man whose family is from Central West NSW. Thank you
both for joining me today.
Michael & Nathan: Thank you.
Interviewer: Michael, I will start with you and
we'll start with the basics, tell us about what the Indigenous Outreach Program
Michael: The Indigenous Outreach Program (IOP)
is a team of young Indigenous lawyers and analysts located in
Perth, Sydney and Melbourne, and the IOP focuses on three key areas
- The main one as you can tell from the name is outreach - really
to help ASIC understand the issues being faced by Indigenous
consumers around the country, and that includes people in remote,
regional and urban areas of Australia. We do outreach activities so
we can understand what those issues are, and to make sure we are
working on the issues that matter to Indigenous consumers.
- In addition, the IOP does a whole series of stakeholder
engagement and policy development to help shape policy to make sure
Indigenous consumers are being thought of, and that policy reflects
the needs of Indigenous consumers.
- The third key area is compliance and surveillance. So where
things go wrong for Indigenous consumers, where traders and firms
do the wrong thing, ASIC will take action where necessary and we
can talk about that a bit later. But the Indigenous Outreach
Program is instrumental in making sure we are aware of the areas of
misconduct that are occurring and where we identify misconduct that
warrants further action, making sure that we deal with that
misconduct and the consumers that are impacted in a culturally
appropriate way is really important.
Interviewer: Can you tell us some of the major
goals of the IOP?
Michael: Really, the IOP is there to make sure
that ASIC is aware of the issues being faced by Indigenous
consumers. One of the first goals is making sure we are connected
to the Indigenous consumers on the ground, but also the
organisations that support Indigenous consumers. So we work closely
with organisations like the Indigenous Consumers Action Network, we
work with financial counsellors and community legal centres to make
sure we are aware of the issues being faced by Indigenous
The second thing is that the IOP is also here to help ASIC
develop financial literacy materials that can benefit Indigenous
consumers and that make sense to Indigenous consumers. So we're
constantly looking at the materials and the resources we have got
for Indigenous consumers to help equip them to make good financial
decisions into the future.
The third thing is to make sure ASIC staff are aware of
Indigenous issues and that when we are dealing with consumers more
generally that we are also thinking about the needs of Indigenous
consumers. Part of that includes rolling out cultural awareness
training and also fitting into ASIC's reconciliation action
Interviewer: Nathan, as a member of the team,
can you tell us a little bit about how the IOP works to achieve its
Nathan: Yeah, I guess one of the key things
about the IOP is that Aboriginal and Torres Strait Islander people
are always central to our work. So we recognise that Indigenous
consumers are the experts in issues that affect them and they can
often be the best people to recommend solutions to the problems
that are impacting on them. So as Michael has outlined, in terms of
our outreach work and the other work that we do to help address
some of the barriers that Aboriginal and Torres Strait Islander
people can face, when interacting with financial service
In terms of the investigations that we do, a lot of the reports
of misconduct that we receive come directly from Indigenous
consumers or they come to us otherwise through Indigenous consumers
advocates. Our IOP remains the central contact point for any
Indigenous consumer that has reported misconduct to us throughout
the course of any investigation that might be running.
Our team also works with ASIC's enforcement teams to make sure
the investigations are conducted in a culturally appropriate way
And we also try and support Indigenous consumer witnesses so
they can be comfortable when they're providing evidence in court,
or evidence to ASIC officers as part of an investigation.
The other thing we do, which I think is really important from our
team's perspective in terms of investigations, is follow up with
the community once a result is achieved, so that they know what the
outcome was of the process they participated in.
Interviewer: What are some of the issues you're
facing in the process of trying to get this work done?
Nathan: Oh look, there's a whole range of
barriers that we can face in terms of this work. We've just got to
be really aware that, for some Aboriginal and Torres Strait
Islander people, there are lower levels of financial literacy and
lower levels of interaction with commercial agreements. So, I guess
what we recognise in the IOP is that there's a whole breadth of
difference in the Aboriginal and Torres Strait Islander community,
and we have some Aboriginal and Torres Strait Islander people that
are very financially savvy and have a whole range of financial
products and services that they regularly engage with.
So what we need to do is make sure we're tailoring our
information to meet the needs of those people, but also
understanding some of the vulnerabilities that our more remote and
regional Indigenous consumers face, who might not have had the same
opportunity to interact with financial products and services as
other consumers, and might not have so readily entered into
commercial agreements in the past.
Interviewer: Understanding that different
individuals and different groups and different communities are
going to have different needs, and it's not a sort of 'one size
fits all' approach.
Nathan: Absolutely. And, in terms of doing
investigations where they are in particularly discrete Indigenous
communities, it's really important that we work with the community
and understand how they want us to approach an investigation.
Interviewer: Yes. Can you tell us about some of
the significant outcomes that the IOP has achieved to date?
Michael: As Nathan said, the IOP helps when
we're running enforcement cases, and we've got a couple of really
big matters that we're awaiting judgement on, so I can't say too
much about them. But we're waiting on judgement in one matter out
of North Queensland involving a motor trader who provided car
finance to Indigenous consumers. And we're also waiting on
judgement on a matter in a remote part of South Australia in an
area known as the APY lands, where ASIC has taken action against a
store owner for providing credit to Indigenous consumers to buy
basic household goods.
So those cases are complex cases, they're run in remote and
regional locations, and they're difficult to run, and they've been
a huge challenge for ASIC to bring those cases, and we're really
looking forward to those judgements because we think that the
courts have a really important role to play in clarifying what the
legal obligations are and, where law reform is required, that we're
doing that on an informed basis.
The second key achievement I can talk about is the work that has
been done in the superannuation space. So the team has been doing
some fantastic work on superannuation, including working with large
super funds to better help those super funds understand the needs
of their Indigenous customers, including Indigenous consumers based
in very remote areas who have superannuation but have a lot of
difficulty accessing that super. The team have been running
workshops with super funds to help build that understanding within
the super funds so that their interaction with their Indigenous
customers can be improved.
And the third area is around the area of book up. I mention book
up because it is quite an important issue for Indigenous consumers,
particularly in remote and regional areas. Book up is a form of
credit - it's a bit like running up a tab in a store - and
Indigenous consumers can often run up against some pretty poor
practice when using book up. The team have done a fantastic job,
both identifying the challenges faced by those consumers - so we
issued a public report in the last couple of months on the issue of
book up - but also in identifying poor practice and making sure
that ASIC responds appropriately to that.
Interviewer: Nathan, what are some of the IOP's
key areas of focus going forward in the foreseeable future?
Nathan: ASIC's IOP run a helpline (Ph: 1300 365
957) and an email account (email: firstname.lastname@example.org) where we receive
reports from Indigenous consumers directly, and that's one of the
key things that drives our work is understanding what the issues
are that are facing people on the ground.
The issues we get through that helpline and email service are
usually around credit, banking, superannuation and insurance. Some
of the key areas of focus from the information that we've received
from Indigenous consumers are increasing our education -
particularly the education we provide around financial literacy
issues impacting on Indigenous consumers in remote and regional
locations. As part of the work that we're doing on that, we'll be
releasing a series of animations later this year that focus on the
key areas of book up, motor vehicle finance and consumer leasing.
ASIC's IOP worked very closely with our financial literacy team in
the development of those videos and we made sure that we consulted
with Indigenous communities to find out, firstly, what the key
issues were for them and, secondly, to make sure that the
animations that we created were relevant to them and helped them to
better understand the issues.
We're also going to continue on the superannuation work that
Michael mentioned earlier. We want to build on the previous success
of our work in being able to highlight the issues that Indigenous
consumers face in accessing and engaging with their superannuation.
One of the ways we have done that to assist industry in better
understanding the issues is to take representatives from some of
the key funds out on the ground with us, because having senior
people from the funds experience first-hand the issues that
Indigenous consumers face, can really help them to understand what
it is they need to change about their own practices and procedures
to address and eliminate some of the barriers.
The first area that we took superannuation funds to was a remote
Indigenous community in Far North Queensland. But through some of
the other work we've been doing in the Central Desert part of
Australia is that we've identified that Indigenous consumers there
have a range of needs that are different to those consumers that we
first took industry to, so we really want to take them out into the
Central Desert to have them be able to see some of the barriers
consumers face on the ground. We're hoping, within the next 12
months, to be able to take a number of funds to the Central Desert
region to help people on the ground to access their superannuation
benefits, and also to run a series of education sessions so that we
can help consumers in that area better understand what
superannuation is and how it can benefit them.
Interviewer: Nathan, just in reference to that
phone line and email address you mentioned before, people can
report things to ASIC, what are some of the common issues that get
reported to us?
Nathan: Some of the most common reports that we
receive tend to be from consumers who are having issues with access
to their banking services. So for example a consumer may have
misplaced their key card and is having trouble identifying
themselves to their financial institution in order to obtain a
We also receive high volumes of calls about debt collectors,
expensive credit contracts and consumer leases, and also just a
range of general calls looking for support where a person might be
struggling with their personal finances and might be looking for an
avenue to go to get that assistance. Where we receive calls that
are not necessarily within ASIC's jurisdiction, the IOP helpline
staff will make sure that we support that consumer to get in
contact with an agency that can provide them with that
I guess one of the other things that I also should mention about
some of the work we've got coming up in the future, is that ASIC's
Indigenous Outreach Program is about to undertake a project
reviewing the practice of the life insurance industry -
particularly looking at the way they sell life insurance to
Aboriginal and Torres Strait Islander people over the phone. We
want to have a look at whether there are any opportunities for
industry to improve their practices and processes in selling life
insurance over the telephone, and we also want to make sure that
there isn't any significant misconduct impacting on Indigenous
Interviewer: Brilliant. Michael, Nathan, thank
you so much for joining me today.
Michael: Thank you.
Nathan: Not a problem.
Interviewer: Aboriginal and Torres Strait
Islander consumers can visit our ASIC MoneySmart page if they would
like further information and advice. The page has a section
specifically for Indigenous consumers. Just Google
"MoneySmart" and "Indigenous" to find it. Thanks very much for
listening to the ASIC podcast, we'll bring you another episode very
ASIC's Indigenous Outreach is a national program with staff in
Sydney, Melbourne and Perth, but can assist people wherever they
are in Australia.
You can contact the staff directly on ASIC's Indigenous
Help Line on 1300 365 957 (cost of a local call
from landlines and more from mobiles) or call ASIC's Infoline
on 1300 300 630.
You can also email the Indigenous Outreach Program at: email@example.com
If you contact us via email or phone we will request your
personal details so that we can help you with your inquiry. You
also have the option of remaining anonymous or using a pseudonym if
See also these webpages to view Indigenous
publications and order Indigenous publications.
Video: ASIC's Indigenous Help Line 1300 365 957
Indigenous help line video
Robynne Quiggin explains how the Indigenous Help Line can answer
your money questions on banking, insurance, credit and
Last updated: 03 Aug 2018