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In a significant development for the financial advisory sector, AMP's inaugural North Managed Portfolios Insights Report has forecasted that 2025 will mark a pivotal moment for the adoption of managed portfolios in Australia. The report highlights a shift from managed portfolios being merely an efficiency tool to becoming the default operating system for financial advice. This change is driven by advisers seeking stronger governance, reduced implementation risks, and more time for client interactions.

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The numbers underscore this transformation. According to the latest data from the IMAP and Milliman Census, the total assets under management (AUM) for Australian managed portfolios reached $256.24 billion as of 30 June 2025. This represents a remarkable 24.6% growth compared to the previous year. North, AMP's platform, has experienced its fastest half-year growth, with managed portfolio AUM surging by over $2.7 billion during the period, reaching $21.8 billion by the end of June 2025. This marks a 37% increase over the past year.

The biannual report draws on insights from independent advisers, asset consultants, and leading thinkers in investment management. It aims to provide a comprehensive view of the structural transformation underway in wealth management, especially for advice practices across Australia considering managed accounts for the first time.

One of the key findings of the report is the record growth in managed portfolio assets, which reached $256.24 billion by June 2025. This represents a 24.6% year-on-year increase. The report also highlights the rise of boutique managers, who are gaining traction as advisers diversify their manager line-ups to access global capabilities, alternative investments, and ESG-focused strategies at scale.

Shane Oliver, Chief Economist at AMP, commented on the broader investment trends reflected in managed portfolios. "Managed portfolios are acting as a mirror to broader investment trends. They continue to aim for innovation in terms of new assets, diversification, and managing risks to cope with the shift towards a somewhat less globalised, less economic rationalist, and more multipolar world," he said. Oliver also noted the increasing trend of Australian investors reducing their home country bias, although much of this has favoured the US recently. "In many ways, managed portfolios are a barometer for the world’s largest allocators – they reflect the same forces reshaping institutional portfolios worldwide," he added.

The report further highlights the growing adoption of managed portfolios among advisers. Two-thirds of advisers now use managed accounts, yet only about one-third of advised assets are in managed portfolios, indicating significant room for growth. The next wave of growth is expected to be driven by customisation, technology integration, and the inclusion of alternative assets, private markets, and sustainable investments.

David Hutchison, General Manager of Managed Portfolios and Investments at AMP, emphasised the evolving landscape of managed portfolios. "The question is no longer whether managed portfolios will dominate the advice landscape — but how quickly innovation will reshape their form and function, delivering better client outcomes and more efficient advice businesses," Hutchison stated. He noted that the rapid growth of platforms like North is not just a story of institutional success but a bellwether for the future direction of wealth management in Australia.

The report also points to global trends, with managed portfolios becoming the default architecture of advice in the US and UK. Regulatory changes are accelerating adoption and innovation worldwide, reflecting a global shift towards managed portfolio solutions.

Toby Potter, Chair of the Institute of Managed Account Professionals, highlighted the structural role of managed portfolios in advisers' service models. "The scale of inflows shows that advisers see managed portfolios as structural to their service models—that’s why adoption continues to climb. The international experience is clear. Once advisers adopt managed portfolio models, they rarely go back," Potter explained.

North's innovative "Blend" style solutions, launched in June, are gaining popularity among advisers. These solutions merge off-the-shelf efficiency with adviser control, enabling advisers to partially customise portfolios according to their clients' needs. This approach supports advice practices aiming to tailor model portfolios to realise efficiency and client improvements.

As the managed portfolio sector continues to evolve, the insights from AMP's North Managed Portfolios Insights Report provide a valuable roadmap for advisers navigating this transformative period in wealth management.

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In a significant development for the financial advisory sector, AMP's inaugural North Managed Portfolios Insights Report has forecasted that 2025 will mark a pivotal moment for the adoption of managed portfolios in Australia. The report highlights a shift from managed portfolios being merely an efficiency tool to becoming the default operating system for financial advice. This change is driven by advisers seeking stronger governance, reduced implementation risks, and more time for client interactions.

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In a significant move that underscores the evolving landscape of online trading in Australia, CMC Markets Stockbroking has been chosen as the preferred vendor by Westpac Banking Corporation to extend their strategic long-term technology and platform relationship. This collaboration will see CMC Markets providing cutting-edge technology for Westpac's online share trading services, including Westpac Share Trading and St.George Directshares.

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The integration process, expected to take approximately 12 months, will allow Westpac and St.George customers to access CMC's award-winning trading technology through branded web and mobile platforms. These platforms will be seamlessly integrated with Westpac's existing technology offerings. The associated costs of this integration are anticipated to be largely capitalised, with a significant revenue upside for CMC's Australian Invest business.

Lord Peter Cruddas, CEO of CMC Markets Group, expressed enthusiasm about the partnership, stating, "This is a significant and exciting opportunity for CMC Markets and continues our strong record in Australia in winning major technology partnerships with major banks. This is testament to our proven success in working with a range of major banking partners. There is no greater validation of our capabilities than when a major institution places their trust in our technology to serve their valued customers."

The collaboration is expected to enhance the trading experience for Westpac and St.George customers by providing them with access to global markets, comprehensive market analysis, and advanced trading tools. Additionally, customers will benefit from all future roadmap deliveries, ensuring they remain at the forefront of online trading technology.

Ashley Stewart, Westpac's Managing Director of Private Wealth, highlighted the rigorous selection process that led to this partnership. "Following an extensive strategic review and tender process, we've selected CMC Markets Stockbroking as our preferred platform supplier for Westpac's online share trading services which includes Westpac Share Trading and St.George Directshares," she said. "CMC is a recognised market leader in online share trading. We look forward to extending our relationship with them to deliver innovative trading features and a leading user experience, integrated with our online banking for more of our customers."

CMC Markets Stockbroking, Australia's second-largest stockbroking firm, manages over A$90 billion in assets under administration and serves more than 1.2 million share trading accounts. This new arrangement is poised to significantly bolster CMC's market presence, with the company expecting to service approximately 40% more customers and increase domestic trading volumes by about 45% post-integration.

The transaction does not require any regulatory or shareholder approval, allowing for a swift and smooth transition. The ongoing cost impact is expected to be incremental, as CMC leverages its existing technology, scale, and experience to deliver a superior service to Westpac and its customers.

Cruddas further emphasised the importance of the partnership, stating, "We are committed to delivering investors a market leading user experience and this exciting arrangement is a result of our best-in-class technology, breadth of products and our ambitious roadmap to continue to expand and innovate. Our focus now turns to supporting Westpac and St.George customers, furthering our relationship with Westpac to ensure a smooth and successful future."

This partnership marks a pivotal moment for both institutions, as they aim to elevate the online trading experience for their customers. With Westpac serving approximately 13 million customers, the integration of CMC's technology is expected to provide a significant boost to the bank's online trading capabilities.

As the financial industry continues to embrace digital transformation, collaborations like this highlight the importance of strategic partnerships in delivering enhanced services and experiences to customers. For Westpac and CMC Markets, this is an opportunity to redefine online trading in Australia, setting new standards for technology integration and customer satisfaction.

"This is very exciting for the Group, and I am excited about taking the Bank's online trading experience to the next level and beyond," Cruddas concluded, reflecting the optimism and forward-thinking approach that both companies are bringing to this partnership.

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In a significant move that underscores the evolving landscape of online trading in Australia, CMC Markets Stockbroking has been chosen as the preferred vendor by Westpac Banking Corporation to extend their strategic long-term technology and platform relationship. This collaboration will see CMC Markets providing cutting-edge technology for Westpac's online share trading services, including Westpac Share Trading and St.George Directshares.

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A record 617 submissions and 236 finalists in this year’s Women in Finance Awards signal more than celebration—they’re a proxy measure of talent pipeline strength across Australia’s financial services. Broking appears to be out in front, pointing to operating models that other parts of finance can emulate. But awards are a leading indicator, not the finish line: finance still records one of the widest gender pay gaps in Australia and investors are sharpening scrutiny. Here’s what the data means for performance, risk and competitive advantage.

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Strip away the confetti and the Women in Finance Awards 2025 read like a dashboard for the sector’s future. The awards drew 617 submissions and named 236 finalists across banking, broking, wealth, superannuation, insurance and fintech—evidence of depth in the female talent pipeline. The broker-heavy finalist lists are particularly telling: broking’s operating model—entrepreneurial, flexible, performance-coded—appears to be cultivating female participation faster than some incumbent institutions. For boards, CEOs and HRDs, the signal is clear: where diverse talent thrives, operating models—not just messaging—have been redesigned.

Market context: a growing pipeline against stubborn structural gaps

Australia’s finance industry has made visible strides in participation and recognition, and the surge in award submissions is one such marker. Yet system-level indicators still demand attention. Workplace Gender Equality Agency (WGEA) disclosures show finance and insurance consistently ranks among the widest gender pay gaps of any Australian industry, and women remain underrepresented at the most senior profit-and-loss roles. In other words, the pipeline is filling, but progression and reward systems require continued reform.

This tension mirrors global experience. The UK’s mandatory gender pay gap reporting (since 2017) and the EU’s Pay Transparency Directive (adopted 2023) have pushed institutions beyond intent statements into measurable action. Australia’s 2024 employer-level pay gap publication by WGEA has similar teeth. Investors are already folding these metrics into stewardship conversations, with super funds and proxy advisers challenging boards where gaps persist without credible remediation plans.

Business impact: diversity is an operating lever, not a CSR line item

The commercial case is settled. McKinsey’s long-running studies have shown companies in the top quartile for gender diversity are more likely to outperform on profitability; diverse teams also tend to deliver better risk-adjusted decision-making and customer alignment. In financial services—where trust, risk discipline and personalised advice are differentiators—gender-balanced teams are correlated with improved client retention and cross-sell, particularly in retail banking, SME lending and wealth advice.

There’s also a hard cost lens. Replacing a mid-level finance professional can cost 1.5–2x salary when you add recruiting, onboarding and lost productivity. Inclusive cultures reduce regrettable attrition and shorten time-to-fill. For brokers and aggregators competing in a tight credit market, that translates to fewer pipeline disruptions and steadier conversion from lead to settlement.

Why broking is pulling ahead—and what incumbents can borrow

The finalist cohort suggests broking has become a de facto incubator for female leadership. Several structural features help:

• Flexible, output-based work design: Commission and portfolio models allow schedule autonomy—critical during caregiving phases—without penalising earnings potential.
• Network effects: Aggregators and industry bodies have built dedicated communities and mentoring for women, normalising sponsorship and deal-sharing.
• Clear P&L line-of-sight: Performance is transparent (settlements, trail, arrears), which can reduce bias in assessment compared with vague potential-based evaluations.

Large institutions can import these advantages without upending governance. Practical moves include: redesigning roles around outcomes rather than presenteeism; codifying sponsorship (not just mentorship) with targets and accountability; and giving earlier P&L exposure to high-potential women through micro-P&L ownership (e.g., segment pods or digital products).

Implementation reality: from statements to systems

Treat gender equity as a core operating transformation with a balanced scorecard. Four levers matter:

• Representation: Track by level, function and pay quartile; set 40:40:20 targets (40% women, 40% men, 20% open) to acknowledge non-binary talent while pushing balance.
• Pay and progression: Conduct annual pay equity audits across fixed and variable pay; use structured promotion criteria and calibration sessions to reduce bias.
• Culture and flexibility: Make flexible work the default, not a special request; equalise paid parental leave for all parents and remove minimum tenure hurdles.
• Pipeline: Run returnships for career returners; insist on balanced candidate slates and diverse interview panels; invest in sponsorship tied to executive KPIs and remuneration.

Measurement is non-negotiable. Monitor hiring mix, promotion rates, performance distribution, attrition differentials, and time-in-grade by gender. Add lead indicators such as belonging and psychological safety scores from engagement surveys. Publish progress—internally quarterly, externally annually—to meet stakeholder expectations and lock in momentum.

Risk, regulation and investor expectations: the new compliance-performance nexus

Regulatory momentum is shifting baseline expectations. In Australia, WGEA’s expanded reporting and the Corporate Governance Principles (Recommendation 1.5) require boards to set and disclose measurable diversity objectives. Falling short is now a reputational and funding risk. Global asset managers increasingly link voting policies to diversity disclosures, and credit rating agencies are incorporating human capital management into qualitative assessments.

There’s also a technology risk. As AI screening tools permeate recruitment, finance leaders must audit models for bias, ensure explainability, and maintain human-in-the-loop decisions. Bias in training data can calcify past inequities; governance should include regular disparate-impact testing and vendor accountability clauses.

Case signals and comparators

Industry bodies in broking have run targeted programs to attract, retain and promote women—mentoring cohorts, leadership intensives and peer networks—aligned to commercial KPIs like loan book growth and arrears control. In the institutional arena, several Australian majors have adopted balanced-slate hiring policies, equalised parental leave and set public targets for women in leadership. Internationally, UK banks that embedded pay transparency and sponsorship reported faster narrowing of gaps than peers relying solely on unconscious-bias training—an important lesson in prioritising structural over purely behavioural interventions.

The outlook to 2030: from awards to advantage

If current momentum holds, finance could move from episodic recognition to systemic balance by 2030. The winners will treat the awards as a pipeline barometer and act on three fronts:

• Talent economics: Build female-majority graduate and returner intakes in growth domains (data, risk, SME lending, wealth tech) and track conversion to leadership.
• Operating model redesign: Scale flexible, output-based role architectures beyond pilot teams; decentralise P&L exposure to accelerate leadership readiness.
• Transparent accountability: Link executive remuneration to diversity outcomes and publish granular progress, anticipating tightening disclosure norms at home and abroad.

For brokers specifically, the strategic opportunity is to brand the sector as the most meritocratic pathway in finance, codify best practices (sponsorship, flexible structures, safe workplaces) across aggregator networks, and convert talent advantage into market share as customer expectations lean toward relationship-led advice.

Bottom line: the 2025 awards are not just a celebration; they’re a signalling mechanism. Leaders who translate that signal into redesigned systems—pay, progression, flexibility and accountability—will out-hire, out-innovate and out-perform in the next cycle.

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A record 617 submissions and 236 finalists in this year’s Women in Finance Awards signal more than celebration—they’re a proxy measure of talent pipeline strength across Australia’s financial services. Broking appears to be out in front, pointing to operating models that other parts of finance can emulate. But awards are a leading indicator, not the finish line: finance still records one of the widest gender pay gaps in Australia and investors are sharpening scrutiny. Here’s what the data means for performance, risk and competitive advantage.

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In Australia’s residential market, trust is no longer a nice-to-have—it’s a pricing variable. Persistent distrust of real estate agents is depressing vendor outcomes and inviting regulatory heat, but it’s also creating space for independents and tech-forward firms to win share. The playbook is emerging: operationalise transparency, align incentives, and productise proof. Here’s how agencies and sellers can convert trust into speed, price and market power.

" ["fulltext"]=> string(8819) "

Real estate still runs on human judgment, but the market now prices trust. In vendor campaigns where information is thin, incentives are opaque, and reporting is patchy, buyers widen their discount and sellers accept suboptimal offers just to end uncertainty. Conversely, when agents provide verifiable visibility—on enquiry, offers and campaign economics—buyers bid with more confidence and vendors hold their nerve. The trust dividend shows up as fewer days on market, tighter sale-to-list differentials, and better reserve outcomes.

Market Reality: The Data Behind Distrust

Australia has a trust problem in property. Roy Morgan’s long-running Image of Professions research consistently ranks real estate agents among the least trusted occupations for honesty and ethics, a position that has barely shifted in recent years. State consumer regulators routinely list property services among their most complained-about categories, driven by themes familiar to any vendor: underquoting, opaque offer handling, and poor communication.

The commercial consequences are not abstract. In softer phases of the cycle, CoreLogic’s vendor discounting has typically ranged around 3%–6%, and longer days on market correlate with larger discounts. Where buyers perceive process risk—uncertainty that all offers are treated equally or that price guides are credible—discounts widen and auctions underperform. That is real money leaking from vendors’ P&L.

Global trust indicators reinforce the pressure. Edelman’s Trust Barometer shows expectations rising for businesses to evidence responsible conduct and meaningful transparency. Real estate is not exempt, and the gap between what vendors expect and what many agencies deliver invites both market disruption and regulatory intervention.

Economics of Agency: Incentives, Information, Outcomes

Principal–agent theory explains much of the friction. Vendors (principals) rely on agents (agents) who control information flows, set marketing strategy, and negotiate. Classic misalignments emerge:

• Commission asymmetry: An extra $20,000 for the vendor may only add a few hundred dollars to the agent’s commission, weakening incentives to grind out the final bid.
• Information asymmetry: Agents see enquiry quality and buyer intent; vendors see a filtered narrative.
• Effort observability: It’s hard for vendors to verify whether outreach and buyer nurturing is best-in-class or perfunctory.

These can be corrected with measurable controls: tiered commission with a bonus above an independently appraised price band; mandatory, timestamped offer logs; and service-level metrics such as average days on market relative to suburb medians, sale-to-list ratios, and Net Promoter Score (NPS) published post-settlement.

Where Competitive Advantage Emerges

Trust has become a differentiator, and early movers are converting it into share. Independents and tech-forward agencies are leaning into transparency with:

• Transparent pricing frameworks: Clear, written explanations of guide-setting methodology tied to data (CoreLogic, Domain, local comparables) and live adjustments.
• Service guarantees: SLAs on vendor updates, buyer follow-ups, and campaign reporting with fee-at-risk if missed.
• Data-rich vendor dashboards: Real-time enquiry volumes, buyer segmentation, private inspection feedback, and bid histories.
• Reputation systems: Publicly reported NPS, review response rates, and complaint resolution times.

Platforms such as Openn Negotiation/Openn Offers have demonstrated that verified, timestamped digital offer trails can increase buyer participation and vendor confidence by reducing fears of phantom bids or uneven treatment. In markets where these tools are adopted, agencies report tighter price dispersion and fewer failed auctions—evidence that trusted process reduces friction.

Implementation Playbook for Sellers

Vendors can engineer better outcomes by treating agent selection like a procurement process, not a personality contest. A practical due diligence framework:

• Performance metrics: Ask for the agency’s last 12 months’ median days on market vs suburb median; sale-to-list ratio distribution; auction clearance rate vs market; withdrawal rate.
• Evidence pack: Request anonymised weekly vendor reports from recent campaigns and a sample end-of-campaign report showing offer chronology and buyer segmentation.
• Incentive design: Propose a baseline commission with a stepped bonus above an independently assessed price band (e.g., valuer or algorithmic appraisal range), and a fee-at-risk tied to service SLAs.
• Process integrity: Require a verified offer log (with buyer identity checked), clear policy on pre-auction offers, and documented handling of simultaneous bids.
• Marketing ROI: Demand a budget with channel-level KPIs (impressions, enquiry, inspection conversion) and mid-campaign optimisation rules.
• Governance signals: Confirm annual trust-account audits, insurer details for professional indemnity, and complaint-handling procedures with measured resolution times.

Interview questions that surface real capability: “Show me three campaigns where you reset strategy mid-flight—what changed and why?” “What’s your three-sentence script for handling price conditioning without eroding buyer urgency?” “Which buyers are you already nurturing for my property and what’s their timeframe?”

Regulatory Overhang and Governance

Regulatory risk is rising. Federal consultations on “Tranche 2” anti-money laundering reforms would bring real estate agents into the AML/CTF regime alongside lawyers and accountants, increasing KYC/AML obligations and compliance costs. States continue to tighten trust-account controls and underquoting enforcement. Prominent industry figures have warned that, if misconduct persists, the sector risks a banking-style inquiry—an existential reputational event.

For agencies, the strategic move is to get ahead: deploy digital trust-account reconciliation, automate audit trails in the CRM, formalise fair-offer policies, train teams in AML/CTF readiness, and publish a plain-English Code of Conduct. Treat compliance as product: visible, verifiable, and valued by vendors.

Technical Deep Dive: PropTech’s Trust Stack

Technology can’t fix integrity, but it can prove it. A pragmatic trust stack includes:

• CRM auditability: Immutable activity logs for all buyer contacts, follow-ups, and price discussions; role-based access; automated time-stamping.
• Verified offer logs: Digital platforms that validate buyer identity and funding pre-qualification, time-stamp all offers, and provide vendor-readable histories.
• Identity and VOI: Alignment with ARNECC verification-of-identity standards used in e‑conveyancing; integration with secure ID services reduces impersonation risk.
• Settlement rails: PEXA-style electronic settlement and digital escrow reduce error and fraud, improving certainty at the pointy end.
• Comparable data transparency: Direct feeds from property data providers to justify pricing decisions, with vendor-visible adjustments.
• Blockchain pilots: International registries—from Sweden’s Lantmäteriet to initiatives in Georgia and Dubai—show how distributed ledgers can enhance provenance and tamper-resistance. While Australia’s titles remain centralised, agencies can still use hash-based proofs for offer logs and document integrity today.

The rule of thumb: if it’s material to the outcome, it should be measured, time-stamped, and shared with the vendor.

Outlook: From Personality Sales to Proof‑Based Selling

Over the next three to five years, trust will be productised. Vendors will expect verifiable processes, not glossy promises. The winning agencies will standardise a trust-led operating model: transparent pricing frameworks, aligned incentives, auditable processes, and technology that turns anecdotes into evidence. Expect listings to prefer “evidence packs” over pitch decks, and vendor agreements to embed SLAs and verified offer handling.

For sellers, the immediate roadmap is clear: shortlist agents who can prove performance with data, insist on offer transparency, and structure fees that reward genuine outperformance. For agencies, the strategy is simpler still—treat trust as an asset on the balance sheet. Invest to build it, instrument it to prove it, and price to capture the dividend.

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• Yes

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In Australia’s residential market, trust is no longer a nice-to-have—it’s a pricing variable. Persistent distrust of real estate agents is depressing vendor outcomes and inviting regulatory heat, but it’s also creating space for independents and tech-forward firms to win share. The playbook is emerging: operationalise transparency, align incentives, and productise proof. Here’s how agencies and sellers can convert trust into speed, price and market power.

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In a significant development for Australian first home buyers, a new property search tool from Aussie Home Loans is set to transform the way prospective homeowners approach the market. As the Federal Government's First Home Guarantee scheme becomes available to eligible buyers from tomorrow, this innovative tool offers a clear path for entering the property market with just a 5% deposit.

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The First Home Guarantee Calculator, unveiled by Aussie Home Loans, identifies affordable suburbs across the country where first-time buyers can purchase a house or unit based on their savings. This comes as a much-needed solution for many Australians eager to step onto the property ladder but held back by the daunting task of saving for a substantial deposit.

The tool's insights highlight suburbs such as Edgeworth in New South Wales, Melton South in Victoria, and Beaudesert in Queensland as viable options for those with a 5% deposit. These findings aim to bridge the knowledge gap that often leaves first home buyers overwhelmed and unsure of where to start their property search.

Aussie Mortgage Broker, Tracey Hammond, emphasised the importance of aligning expectations with financial realities. "The disconnect between a dream home and financial reality can lead to missed opportunities, prolonged searches, and the risk of overpaying or buying a property that leaves them with little financial buffer," she said. Hammond further noted that the challenge of saving for a deposit is not just a millennial issue but one that cuts across generations. "The new First Home Guarantee is a game changer, allowing many to enter the market with just a 5% deposit," she added.

The tool is designed to help buyers make informed decisions by showcasing affordable suburbs that might otherwise be overlooked. "Because there are so many areas to search, many affordable suburbs are overlooked. The First Home Guarantee Calculator puts affordable suburbs on the shortlist," Hammond explained. This empowers first-home buyers to start their property journey sooner, rather than delaying until the market becomes even more inaccessible.

The calculator's state-by-state breakdown provides a clear picture of where first home buyers can realistically purchase property. For instance, in New South Wales, suburbs like Edgeworth, Dapto, and Blackheath are highlighted as affordable for those with average savings of $59,982.60. In Victoria, with average savings of $38,708.40, suburbs such as Melton South, Wyndham Vale, and Brookfield are within reach. Queensland's affordable options include Beaudesert, Bethania, and Caboolture South, based on average savings of $44,974.60.

Western Australia's property market, with average savings of $49,609.10, offers affordable houses in Gosnells, Midland, and Balga. Meanwhile, in Tasmania, where the average savings amount to $37,553.60, suburbs like Carlton, West Moonah, and Moonah present viable options. The ACT and Northern Territory also feature affordable suburbs, with average savings of $28,617.90 and $68,147.70, respectively.

Hammond stresses the importance of making informed decisions early in the property journey. "With the Calculator, first-home buyers can make informed decisions about affordability to start their property journey sooner and work towards their dream home," she said. This approach not only saves time but also helps buyers avoid the pitfalls of unrealistic expectations and the risk of overextending financially.

The launch of the First Home Guarantee Calculator comes at a crucial time when many Australians are grappling with the fast-paced property market and the ever-increasing cost of homeownership. By providing a realistic assessment of what is achievable with a 5% deposit, the tool aims to empower first home buyers to take the first step towards homeownership with confidence.

As the First Home Guarantee scheme rolls out, eligible buyers now have a powerful resource at their disposal to navigate the property market effectively. With the ability to pinpoint affordable suburbs and align their expectations with their financial situation, first home buyers are better equipped than ever to make their dream of homeownership a reality.

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In a significant development for Australian first home buyers, a new property search tool from Aussie Home Loans is set to transform the way prospective homeowners approach the market. As the Federal Government's First Home Guarantee scheme becomes available to eligible buyers from tomorrow, this innovative tool offers a clear path for entering the property market with just a 5% deposit.

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Complaint volumes aren’t just rising — they’re getting harder, touching product suitability, vulnerable customers and data use. With brokers now originating the majority of Australian home loans, the stakes are system-level. Early movers are reframing complaints as risk intelligence, using AI-enabled triage and tighter partner governance to cut escalation risk and improve NPS — without adding headcount. This case study unpacks the playbook, the ROI, and the market shifts every broker, lender and aggregator should see coming.

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Context: A volume market meets a complexity problem

Connective has warned that the nature of complaints against mortgage and finance brokers is changing — and the timing matters. Brokers now intermediate the majority of home lending: industry analyses in 2023 placed broker-originated flows at roughly seven in ten mortgages, making the channel systemically significant. At the same time, industry commentary points to a pivot from simple service grievances (missed calls, delays) toward more complex issues: suitability of credit assistance, the handling of financially vulnerable customers, disclosures around fees and clawbacks, and the use of customer data and analytics in decisioning.

Two macro forces amplify the risk. First, digital visibility: the ACCC has noted Google held nearly 94 per cent of general search in Australia as recently as August 2024. One unresolved complaint can become the top search result for your brand overnight. Second, regulatory expectations: ASIC’s Internal Dispute Resolution regime (RG 271) tightened timeframes and standards, while its 2024 governance review warned of controls lagging technology adoption. As ASIC’s Report 798 put it, “The landscape of AI regulation in Australia is evolving.” In parallel, AFCA continues to receive tens of thousands of complaints across financial services annually, spotlighting systemic issues where they emerge.

The competitive context is shifting too. As rates and credit appetite changed, brokers increasingly placed customers with non-bank lenders — a rational response to policy niches and turnaround times, but one that introduced new complaint patterns (servicing, hardship and collections practices, and communications) that brokers must anticipate and manage.

Decision: From cost centre to risk intelligence capability

Leading aggregators and broker groups have reframed complaints handling from a reactive cost to a proactive, intelligence-led capability. The strategic decision had three planks:

• Re-architect IDR around root cause: Move beyond ticket closure to systemic analysis (product fit, remuneration conflicts, disclosure practices, lender selection logic).
• Adopt AI-enabled triage with strong guardrails: Use natural language processing (NLP) to classify complaints by conduct risk, consumer vulnerability and urgency, while implementing strict model governance aligned to ASIC’s guidance and public-sector exemplars such as the ATO’s AI governance approach.
• Tighten partner governance: Create standardised service-level and conduct scorecards for non-bank and bank partners, embedding complaint trends, hardship responsiveness and policy exceptions into placement decisions.

Implementation: The operating model that actually works

Execution was built on a pragmatic operating model — technology plus governance, not technology instead of governance.

• Data taxonomy and capture: Standard fields for complaint type, channel, customer cohort, lender, product, and outcome; structured flags for potential vulnerability and hardship; secure storage with data minimisation.
• AI triage, human-in-the-loop: An NLP model classifies inbound narratives into categories (e.g., suitability vs. service) and risk tiers. Confidence thresholds route low-risk items to frontline resolution and high-risk to compliance/legal. All models are subject to bias testing, version control and periodic validation, per the control themes highlighted in ASIC REP 798.
• Root-cause analytics: Monthly dashboards run Pareto analysis on complaint drivers (e.g., valuation delays, channel conflict, fee misunderstanding). Drill-through links to specific lender/product combinations and broker behaviours to inform coaching and product governance.
• Vulnerability playbooks: Scripts and pathways for hardship, domestic and family violence, and financial abuse, aligned with Australian Consumer Law guarantees and credit obligations, to ensure consistent, humane responses and faster resolution.
• Partner scorecards and escalation paths: Aggregated complaint metrics feed quarterly reviews with lenders (banks and non-banks), with clear thresholds for remediation plans and, if required, de-selection.
• Digital reputation hygiene: Given Google’s near-total share of search discovery, teams implemented consistent, timely responses on public platforms, structured FAQs, and schema-marked content to ensure authoritative pages rank above isolated grievances.

Results: Modelled ROI and measurable risk reduction

Because firms disclose little publicly, we model outcomes for a mid-sized broker group using conservative assumptions. For a network writing 25,000 loans annually with a 1 per cent complaint rate (250 cases):

• Faster resolution: AI-enabled triage and playbooks reduce average time-to-resolution from 12 days to 6–7 days, improving RG 271 on-time closure to 95–98 per cent.
• Fewer external escalations: Targeted coaching and partner remediation halve AFCA escalations from 10 per cent to 5 per cent of complaints (from 25 to ~12 cases annually). Even ignoring fee savings, the avoided management time is material.
• First-contact resolution (FCR): Structured scripts and authority matrices lift FCR from ~40 per cent to 60–65 per cent, freeing capacity without headcount growth.
• Conduct risk detection: Categorisation shifts reveal that 30–40 per cent of complaints now relate to suitability/disclosure rather than pure service, enabling targeted rectification (e.g., templated fee explanations and lender-selection rationale).
• Placement optimisation: Partner scorecards cut repeat issues with two underperforming products, shifting 5–8 per cent of flow to higher-performing alternatives without customer detriment.

These gains align with the direction set by ASIC’s governance emphasis and industry initiatives showcased during Australia’s AI Month in 2024: use AI to augment, not automate away, responsible decision-making.

Business impact and competitive advantage

For brokers and aggregators, the business case runs on three lines:

• Revenue protection: Lower churn and improved referral rates from FCR improvements and transparent remediation; reputation risk contained in an environment where search concentrates discovery.
• Cost-to-serve: Automation of intake and routing reduces swivel-chair effort; fewer AFCA matters mean less senior time and external adviser spend.
• Regulatory resilience: Evidenced root-cause remediation lowers the likelihood of systemic issue findings; model governance and data lineage show your work when ASIC or AFCA asks.

Implementation reality: What trips firms up

Three practical hurdles consistently emerge:

• Data quality: Free-text narratives without structure neuter analytics. Mandate fields and train staff.
• Model governance: AI without controls creates a new risk vector. Borrow from public-sector exemplars like the ATO’s AI governance framework and ASIC’s REP 798 control expectations.
• Partner alignment: Non-bank product strengths can be offset by post-settlement pain if service slips. Make complaint data a non-negotiable agenda item in quarterly business reviews, with consequence management.

Future outlook: Predict and prevent

Insurance leaders talk about a shift to “predict and prevent”; credit distribution is heading the same way. Expect more pre-issue suitability checks supported by explainable AI, enhanced vulnerability detection, and dynamic product governance that reacts to emerging complaint clusters within weeks, not quarters. With national initiatives like the National AI Centre spotlighting responsible adoption, the winners will be those who blend analytics with empathy and governance — turning a rising tide of complex complaints into a moat of trust.

Lessons

• Treat complaints as a strategic dataset, not a regulatory obligation. It’s the cleanest signal of product–market and process–customer friction.
• Invest in explainability so front-line staff can articulate reasoning to customers. Black boxes invite complaints.
• Scorecard your partners using the same rigour you apply to your own teams; shift flow where customer outcomes prove better.
• Design for vulnerability from the first script to the last email. It accelerates resolution and reduces escalation risk.
• Manage search reputation actively because discovery is concentrated; timely, factual responses and authoritative content protect brand equity.

" ["checked_out"]=> NULL ["checked_out_time"]=> NULL ["catid"]=> int(295) ["created"]=> string(19) "2025-09-26 05:08:21" ["created_by"]=> int(1891) ["created_by_alias"]=> string(8) "Newsdesk" ["modified"]=> string(19) "2025-09-28 19:05:32" ["modified_by"]=> int(2421) ["publish_up"]=> string(19) "2025-09-26 05:26:11" ["publish_down"]=> NULL ["images"]=> string(480) "{"public_id_cloudinary":"pexels-sevenstormphotography-443383_xo6hsc","image_intro":"https:\/\/res.cloudinary.com\/momentum-media-group-pty-ltd\/image\/upload\/v1759086295\/pexels-sevenstormphotography-443383_xo6hsc.jpg","image_intro_alt":"Brokers turn complaints into gold by transforming compliance into strategy","float_intro":"","image_intro_caption":"Photo by SevenStorm JUHASZIMRUS","image_fulltext":"","image_fulltext_alt":"","float_fulltext":"","image_fulltext_caption":""}" ["urls"]=> string(112) "{"urla":"","urlatext":"","targeta":"","urlb":"","urlbtext":"","targetb":"","urlc":"","urlctext":"","targetc":""}" ["attribs"]=> string(604) "{"article_layout":"","show_title":"","link_titles":"","show_tags":"","show_intro":"","info_block_position":"","info_block_show_title":"","show_category":"","link_category":"","show_parent_category":"","link_parent_category":"","show_author":"","link_author":"","show_create_date":"","show_modify_date":"","show_publish_date":"","show_item_navigation":"","show_hits":"","show_noauth":"","urls_position":"","alternative_readmore":"","article_page_title":"","show_publishing_options":"","show_article_options":"","show_urls_images_backend":"","show_urls_images_frontend":"","readingDiff":"3","comments":"1"}" ["metadata"]=> string(52) "{"robots":"","author":"","rights":"","metatitle":""}" ["metakey"]=> string(733) "Reframe complaints as risk intelligence to identify suitability, disclosure and partner performance issues early and at meaningful scale, AI-enabled triage with strong model governance can lift first-contact resolution by 20+ percentage points while maintaining ASIC compliance, Concentrated search discovery (Google ~94% share) magnifies reputational risk, making digital response discipline a commercial necessity, Partner scorecards that integrate complaint data allow brokers to optimise lender placement and reduce repeat issues without harming customer outcomes, The market is moving toward ‘predict and prevent’ complaint management; 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• Yes

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Complaint volumes aren’t just rising — they’re getting harder, touching product suitability, vulnerable customers and data use. With brokers now originating the majority of Australian home loans, the stakes are system-level. Early movers are reframing complaints as risk intelligence, using AI-enabled triage and tighter partner governance to cut escalation risk and improve NPS — without adding headcount. This case study unpacks the playbook, the ROI, and the market shifts every broker, lender and aggregator should see coming.

Write comment (0 Comments) " ["jcfields"]=> array(9) { [1]=> object(stdClass)#9406 (33) { ["id"]=> int(1) ["title"]=> string(17) "Automatic tagging" ["name"]=> string(17) "automatic-tagging" ["checked_out"]=> NULL ["checked_out_time"]=> NULL ["note"]=> string(0) "" ["state"]=> int(1) ["access"]=> int(1) ["created_time"]=> string(19) "2018-08-29 05:26:30" ["created_user_id"]=> int(2355) ["ordering"]=> int(-1) ["language"]=> string(1) "*" ["fieldparams"]=> object(Joomla\Registry\Registry)#8705 (3) { ["data":protected]=> object(stdClass)#8521 (1) { ["options"]=> object(stdClass)#8523 (2) { ["options0"]=> object(stdClass)#8524 (2) { ["name"]=> string(3) "Yes" ["value"]=> string(1) "1" } ["options1"]=> object(stdClass)#8522 (2) { ["name"]=> string(2) "No" ["value"]=> string(1) "0" } } } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["params"]=> object(Joomla\Registry\Registry)#8704 (3) { ["data":protected]=> object(stdClass)#8519 (6) { ["hint"]=> string(0) 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