The Crest of the Commonwealth of Australia Treasury Portfolio Ministers
Picture of David Bradbury

David Bradbury

Assistant Treasurer, Minister Assisting for Financial Services & Superannuation and Minister for Competition Policy & Consumer Affairs

5 March 2012 - 18 September 2013

Media Release of 24/04/2013


Review of the Benchmarks for Industry-Based Customer Dispute Resolution Schemes

The Assistant Treasurer today released Terms of Reference for the Commonwealth Consumer Affairs Advisory Council's (CCAAC) Review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes.

"I am pleased to announce the Terms of Reference for a review of the Benchmarks for Industry-based Customer Dispute Resolution Schemes (the Benchmarks) and welcome the release of CCAAC's issues paper," said Mr Bradbury.

"Access to efficient and effective dispute resolution is important for Australian consumers.

"Alternative dispute resolution offered at the industry level has the potential to play an important role in improving consumers' ability to enforce their rights.

"The Benchmarks have long been regarded as a best practice model for industry-based dispute resolution services.

"As it is now more than fifteen years since the Benchmarks were released, it is timely to review the Benchmarks in light of changes in technology, dispute resolution methodologies and the diversity of industry-based dispute resolution schemes.

The Benchmarks guide effective practice for those industry sectors with schemes to resolve disputes between their industry members and individual consumers.

The Assistant Treasurer has requested the review on behalf of the COAG Governance and Legislative Forum on Consumer Affairs (CAF).

The Terms of Reference and issues paper are available at

Interested stakeholders are invited to comment by 24 May 2013.