Not all apartment amenities are immediately visible.

Swimming pools, gyms, rooftop terraces and residents' lounges have long featured on buyers' wishlists, but as the way Australians live has changed, so too have the features that make apartment living more convenient.

Increasingly, buyers are placing value on the practical aspects of day-to-day life. Fast internet, EV charging, secure bike storage, flexible workspaces and parcel management are becoming just as relevant as lifestyle amenities, reflecting changing habits and expectations.

Online shopping has been one of the biggest drivers of that shift.

Australians spent a record $82.6 billion shopping online in 2025, with almost one in every four retail dollars now spent digitally, making parcel deliveries a routine part of everyday life rather than an occasional convenience.

For apartment residents, however, receiving those deliveries isn't always straightforward.

Without someone home to accept a parcel, deliveries can be redirected to a nearby Post Office, left in building foyers or common areas, or require building management to temporarily store packages. As apartment living continues to grow across Australia's cities, parcel management has become an increasingly important consideration for both residents and developers.

Australia Post's Parcel Locker network is one response to that shift.

<iframe allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen="" frameborder="0" height="315" referrerpolicy="strict-origin-when-cross-origin" src="https://www.youtube.com/embed/KPZ9j5FRdsQ?si=Qztc1dNP3ZvEIUhb" title="YouTube video player" width="560"></iframe>

Rather than relying on home delivery, eligible parcels can be directed to a nominated Parcel Locker, where they're securely stored until collected. Once a parcel arrives, residents receive a notification through the AusPost app or SMS and can retrieve it using a one-time code or QR code at a time that suits them.

The network has expanded to more than 1,500 locations nationwide, with Parcel Lockers positioned at Post Offices, shopping centres, supermarkets, transport hubs and, increasingly, within or alongside residential developments.

That growing presence reflects a broader change in how apartment buildings are being planned.

Developers are increasingly considering the operational side of apartment living alongside traditional lifestyle amenities. Just as secure mailrooms, bicycle storage and EV charging have become more common inclusions, parcel management is emerging as another feature that supports everyday convenience.

It also helps preserve the arrival experience within a building. Carefully designed lobbies and communal spaces can quickly become cluttered when deliveries accumulate, while secure parcel solutions reduce the likelihood of missed deliveries or parcels being left unattended.

For buyers comparing apartments, these everyday details are becoming part of the decision-making process.

Location, floorplans and finishes remain fundamental, but the features that simplify daily life are carrying greater weight than they once did. As online shopping continues to shape consumer behaviour, secure parcel delivery is increasingly becoming another amenity worth looking for.

Joel Robinson

Parcel delivery is joining the apartment amenity checklist

Inca Property Group has lodged a State Significant Development Application (SSDA) for Dawn, a 53-apartment oceanfront development overlooking Mona Vale Beach.

The proposal, at 35-39 Darley Street East, would replace an existing 18-apartment strata building with a new owner-occupier-focused development comprising 53 two and three-bedroom apartments, including nine affordable built-to-rent residences delivered under the State's infill affordable housing scheme.

Positioned on a 2,679 sqm elevated site around 280 metres from Mona Vale Beach, the development has been designed to maximise panoramic ocean views while responding to the site's sloping topography.

<a href="https://www.apartments.com.au/developers/inca-property-group">Inca Property Group</a> Managing Director Josh Thompson said the State Significant pathway provided greater certainty for projects of this scale.

"This State Significant pathway gives the team real certainty to progress <a href="https://www.apartments.com.au/new-apartments/dawn-35-39-darley-street-east-mona-vale-nsw-2103">Dawn</a> through to completion," Thompson said.

"It allows us to acquire a one-off site, design it carefully and deliver the right offering for the suburb, assessed by the NSW Government's planning department."

The project is one of the first developments in the area to be assessed under the NSW Government's Low and Mid-Rise Housing policy, with the site sitting on the edge of the policy's designated inner area.

The proposal includes three basement levels providing 124 car spaces, alongside a range of resident amenities including a swimming pool, gym, sauna, wellness facilities and private plunge pools for selected ground-floor and penthouse apartments.

<img alt="Dawn" data-entity-type="file" data-entity-uuid="fc1a1daf-0ce4-4f12-9076-b1fa553c7a91" src="https://s3.ap-southeast-2.amazonaws.com/www.urban.com.au/s3fs-public/inline-images/Screenshot%202026-07-21%20at%208.42.11%E2%80%AFAM.png?VersionId=4GZ9h.gpNkTljbxyAET8Jfhv51XUamDm" />

Thompson said Dawn had been designed specifically for owner-occupiers and downsizers, a buyer profile that has driven demand across Inca's recent Upper North Shore developments.

"The majority of buyers in our recent North Shore projects have been downsizers, and we are learning exactly what this market is looking for. Beyond the location itself, we have included resort-style amenities to deliver a genuine lifestyle offering," Thompson said.

Located within walking distance of Mona Vale Beach, the town centre, Mona Vale Golf Club and the Royal Motor Yacht Club, Dawn represents Inca's first Northern Beaches project following the sell-out of Tara on Park in Waitara and Ellis Residences, currently under construction in St Ives.

Construction will be undertaken by Inca's in-house construction arm, GOP Constructions.

Dawn is the latest major apartment proposal for Mona Vale, with the suburb emerging as one of the key beneficiaries of the NSW Government's new Low and Mid-Rise Housing policy.

New developer One Living, led by industry veteran Joseph Scuderi, recently secured a site on Mona Vale Road, on the border of Mona Vale and Pymble, where it is planning around 140 apartments.

IPM is also planning its third project in Mona Vale, significantly increasing the scale of its previous developments with an 82-apartment proposal at <a href="https://www.apartments.com.au/new-apartments/159-167-darley-street-west-mona-vale-nsw-2103">159-167 Darley Street West</a>, opposite Bayview Golf Course and less than 800 metres from Mona Vale town centre.

Read more:&nbsp;<a href="https://www.apartments.com.au/news/nsw/one-living-enters-sydneys-new-apartment-market-with-northern-beaches-site-acquisition">One Living enters Sydney's new apartment market with Northern Beaches site acquisition</a>

Read more:&nbsp;<a href="https://www.apartments.com.au/news/nsw/first-look-ipm-plans-third-mona-vale-project">First look: IPM plans third Mona Vale project</a>

First look: Inca eyes Mona Vale with State Significant DA for Dawn apartments

Seasoned Victorian apartment developer <a href="https://www.apartments.com.au/developers/central-equity">Central Equity</a> has logged more than $400 million in sales in its luxury apartment project Palmera Residences at Northcliffe on the Gold Coast.&nbsp;

Central Equity Director Karl Kutner said the sales result reflected a combination of location, product quality and delivery certainty with the project already under construction by building powerhouse Multiplex.&nbsp;

"Surpassing $400 million in sales since launch is a significant milestone and an outstanding endorsement of <a href="https://www.apartments.com.au/new-apartments/palmera-residences-gold-coast-18-garfield-terrace-surfers-paradise-qld-4217">Palmera Residences</a>,” he said.&nbsp;

"We believe one of the key reasons for this strong result is the confidence purchasers have in knowing the project is under construction with Multiplex. Buyers are increasingly looking for certainty. They want to know that the project they commit to today will be delivered by an experienced team with a proven track record."&nbsp;

[smartcode_project:default project_id=108274 project_image_fid=365782]

Kutner said it was clear there was still high demand for luxury projects that offered certainty of delivery.&nbsp;

“We are in a market where many residential developments have faced delays due to rising construction costs, labour shortages and financing challenges,” said Kutner.&nbsp;

"But having construction underway has provided our buyers with resounding confidence backed by more than 40 years of development delivery by Central Equity combined with construction by one of Australia's most respected construction companies."&nbsp;

[smartcode_project:default project_id=108274 project_image_fid=365785]

Central Equity is one of Australia's most experienced privately-owned property developers. Over more than four decades, the company has delivered in excess of 85 residential developments including 10,000 apartments and many thousands of stand alone homes.&nbsp;

Located on Garfield Terrace at Northcliffe, between Surfers Paradise and Broadbeach, Palmera Residences occupies one of the Gold Coast's most sought after beachside locations. The development has been designed to appeal to owner occupiers seeking premium residences that combine generous living spaces and resort style amenities.&nbsp;

Palmera Residences will feature an exceptional collection of resort style amenities, including two swimming pools: a generously sized family pool with safe shallow zones for relaxed recreation, and a 20 metre lap pool positioned to maximise all day sunlight.&nbsp;

Residents will also enjoy exclusive access to wellness and recreational facilities including a magnesium pool, sauna, yoga studio, expansive fitted gymnasium, resident lounge, outdoor BBQ’s&nbsp;and indoor and outdoor dining areas, together with a dedicated concierge and luxurious hotel inspired entrance foyer.&nbsp;

[smartcode_project:default project_id=108274 project_image_fid=365767]

A unique feature at Palmera Residences has been designed to enhance the Gold Coast lifestyle which includes both indoor and outdoor gymnasium facilities, together with thoughtfully designed indoor and outdoor dining and entertaining areas. A corner café has also been incorporated to provide residents with a destination for their everyday needs.&nbsp;

Kutner said buyer demand had been broad based with purchasers attracted from interstate as well as throughout South East Queensland.&nbsp;

"We're seeing strong interest from owner occupiers, lifestyle buyers and people relocating to the Gold Coast. Many purchasers have been searching for a premium beachside residence where quality, design and delivery are equally important."&nbsp;

[smartcode_project:default project_id=108274 project_image_fid=365771]

Kutner said the sales milestone was an important achievement, but the focus remained firmly on delivering an exceptional development.&nbsp;

"While reaching $400 million in sales is an important milestone, our priority remains delivering a project that exceeds purchaser expectations,” he said.&nbsp;

"Palmera Residences has been designed to become one of the Gold Coast's landmark residential addresses, and we look forward to welcoming our purchasers to their new homes."&nbsp;

There are a limited number of residences remaining in selected configurations with pricing from $2,950,000 to $8,950,000. Palmera Residences is also crowned by expansive penthouses with wrap around views.

[smartcode_project_cta:default project_id=108274]

Construction certainty and strong buyer demand drive major sales result for luxury Gold Coast development

Palmera Residences fly out the door as sales pass $400 million

National property developer <a href="https://www.apartments.com.au/developers/goldfields-group">Goldfields</a> has appointed BINAH as its construction partner for Quartet, its new Brisbane apartment development in the undersupplied suburb of <a href="https://www.apartments.com.au/developments/milton-qld-4064">Milton</a>.

Located just two kilometres from the Brisbane CBD and moments from key 2032 Olympic precincts, <a href="https://www.apartments.com.au/new-apartments/quartet-milton-33-manning-street-milton-qld-4064">Quartet</a> will deliver 131 one, two, three, and four-bedroom apartments priced from $1 million to $4.2 million, combining elevated design with a wellness-focused lifestyle offering.&nbsp;

[smartcode_project:default project_id=108736 project_image_fid=368000]

Goldfields’ Chief Executive Officer, Lachlan Thompson, said the appointment of <a href="https://www.apartments.com.au/builders/binah-constructions">BINAH</a> marked an important milestone for the project.&nbsp;

“Bringing BINAH on board as our construction partner will allow us to bring our vision for Quartet forward with a team that has a proven track record of delivering high-quality residential projects,” Thompson said.&nbsp;

“We’ve taken a considered approach to progressing the site because we wanted to deliver the whole package. Buyers ultimately back great developers, great projects and great builders, and with Quartet, we’ve made sure all three line up.

“People want certainty, they want to know the project will be built, that the homes will be delivered as promised, and that the developer stands behind the quality of what they create. That’s something Goldfields has built its reputation on over many years.”&nbsp;

[smartcode_project:default project_id=108736 project_image_fid=367993]

BINAH’s Managing Director, Khalil Hafza, said the company was proud to be partnering with Goldfields to deliver Quartet.&nbsp;

“Quartet is an exciting project to bring to life, particularly given the level of detail in the residences and the extensive rooftop amenity planned for the building,” Mr Hafza said.&nbsp;

“Our focus is on delivering a high-quality build that brings that design vision to life and creates homes residents will enjoy for many years.”&nbsp;

[smartcode_project:default project_id=108736 project_image_fid=367999]

The facilities at Quartet have been feared towards the roof, with a&nbsp;25 metre lap pool, spa, sauna and cold plunge, and a communal barbecue area and alfresco.

Town planning was designed by <a href="https://www.apartments.com.au/architects/rothelowman">Rothelowman</a> and brought to life by Melbourne-based architecture firm Cera Stribley.

<a href="https://www.apartments.com.au/interior-designers/cera-stribley">Cera Stribley</a> Co-Founder and Managing Principal, Dom Cerantonio, said the project responds to both its riverside setting and Brisbane’s evolving urban character.&nbsp;

“Quartet has been designed to sit comfortably within its riverside context, offering a refined take on urban living through well-planned, generously proportioned residences that will stand the test of time,” Mr Cerantonio said.&nbsp;

“An emphasis on natural light, natural textures and carefully selected finishes from timber and marble to premium appliances, creates calm, considered interiors designed for comfort and long-term liveability.”&nbsp;

Construction of Quartet will commence in July 2026, with completion anticipated in Q4 2028.

[smartcode_project_cta:default project_id=108736]

Construction to commence on 131-residence tower designed around wellness-focused living

Goldfields appoints BINAH for Quartet apartments in Milton

The first partnership between national developer <a href="https://www.apartments.com.au/developers/fortis">Fortis</a> and Adelaide-based developer <a href="https://www.apartments.com.au/developers/otello">Otello</a> has made a strong start, with the pair securing $21 million in unconditional sales at <a href="https://www.apartments.com.au/new-apartments/one-four-four-hutt-adelaide-144-hutt-street-adelaide-sa-5000">One Four Four Hutt</a>&nbsp;on the edge of the Adelaide CBD.

Over a third of apartments have been snapped up in the boutique 44-apartment project on the corner of Hutt Stret and Wakefield Road. Local downsizers and owner-occupiers wanting to remain in Adelaide's tightly-held southeast quarter have been the most prominent purchasers.

The DKO-designed, mixed-use development is one of the few new apartment projects in the precinct, an area where new housing supply has remained limited despite continued demand from buyers wanting to stay close to the CBD, Victoria Park and Adelaide's established east-end amenities.

[smartcode_project:default project_id=151233 project_image_fid=375378]

Fortis Head of Development SA Arthur Dendrinos said the early sales reflected both the strength of the local owner-occupier market and confidence in the Hutt Street location.

"The level of early commitment reflects the confidence local buyers have in the Hutt Street precinct," Dendrinos said.

"Many purchasers are long-term east-end residents who love the area and want to stay connected to the neighbourhood. They recognise the value of a well-designed, well-located development.

"Our partnership with Otello has been central to this success, and the number of unconditional sales at this stage only strengthens our confidence in the South Australian market."

[smartcode_project:default project_id=151233 project_image_fid=375379]

Otello Director Daniel Harris said the sales result also highlighted the lack of new apartment opportunities within the Hutt Street precinct.

"One Four Four Hutt has clearly resonated with buyers, with strong early sales reflecting both the appeal of the Hutt Street corridor and the lifestyle on offer," Harris said.

"The activated ground-floor retail has also been a key drawcard, with purchasers responding to the vision of a more vibrant and connected streetscape, not just the residences themselves."

One Four Four Hutt will deliver 44 one, two and three-bedroom apartments, alongside a collection of penthouses, above a ground-floor retail offering designed to further activate the Hutt Street precinct.

Construction is scheduled to commence in the third quarter of this year, with completion anticipated in 2028.

[smartcode_project_cta:default project_id=151233]

Fortis Head of Development SA Arthur Dendrinos said the early sales reflected both the strength of the local owner-occupier market and confidence in the Hutt Street location.

Fortis makes Adelaide debut with Otello as One Four Four Hutt records strong early sales

Royal Commission

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EXPERT OBSERVER 
<div id="post-body-6541198538703456871" class="post-body entry-content">
<div>What a win it's been for the major banks last week.</div>
<div> </div>
<div>Hearteningly there's been sensible commentary aplenty about the misguided recommendations on the structure of mortgage broking, which don't make any sense with a 'real world' hat on. </div>
 <div class="separator"><img src="https://3.bp.blogspot.com/-pL1yB52iNFg/XF1iUBBmg3I/AAAAAAAAuWU/6sYwVipdspstnDR_2fu2Cp6ffJpVlmJcQCLcBGAs/s640/CBA2.jpg" width="640" height="364" data-original-height="800" data-original-width="1403"></div>
 <div>
As prominent industry stalwart John Manciameli has pointed out, imagine the outcry when banks raise mortgage rates off the cuff by 50 basis points on 'funding cost pressures' (or whatever) and customers have to pay another $5,000 fee to refinance out of their loan (leaving the borrower paying $10,000 just to get in and out of the deal). Just one of a thousand potentially daft scenarios. 
</div>
<div> </div>
<div>Everyone agrees that there should be a 'best interest' imperative for mortgage brokers. </div>
<div> </div>
<div>But commission structures should be left alone, and the scenarios being discussed would just load even more power into the four major banks. If broking ain't broke...</div>
<div> </div>
<div>PETE WARGENT is the co-founder of AllenWargent property buyers (London, Sydney) and a best-selling author and <a href="https://petewargent.blogspot.com/" target="_blank">blogger</a>.</div>
</div>
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pwargent-M4siyDbqQY

Banks flying high; mortgage brokers thrashed: Pete Wargent

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Even in the cool of the darkened cinema over the summer break, bankers could not escape their deserved opprobrium. The plot of the movie, Mary Poppins Returns was premised on the pending mortgagee repossession of the London family home of Annabel, John and Georgie at 17 Cherry Lane.
The new boss of the Fidelity Fiduciary Bank, played by Colin Firth, ruthlessly sought to fraudulently repossess the grand terrace.
The unflappable, magical, but blunt Mary Poppins and the three children saved the house from foreclosure, and their hapless father from humiliation, with the bank returning to the honourable banking practices of the past.
Perhaps the Australian banking royal commissioner, Kenneth Hayne got to take his grandchildren to the Poppins sequel, although Hayne was officially spending the Christmas break finalising his much anticipated report. 
His exposure of recent boom time fraud and exploitation of borrowers by the big banks had already seen him deliver far more than the government and the public bargained for during the scandal-ridden hearings. The hearings proved we can’t place much trust in our regulators, commission-empowered advisors, the banking ombudsmen, the costly legal system to deliver justice and indeed the government to do their job.
Hayne's final report will have far reaching consequences, without any spoonful of sugar to help the medicine go down. Although the banks could benefit from the grenade thrown into the mortgage broking industry.
Tom Ravlic, the author of ‘Vulture City: How Banks Got Rich on Swindle’ (Wilkinson Publishing) due for publication later this year, wrote in The Telegraph last month that unquestioning, uncritical blind trust can no longer be afforded to lending institutions.
But I'd suggest the borrowing public need to take responsibility too. No one should care more about your money than you. I'd argue consumers need to spruce up their knowledge of financial products and the legal consequences of decisions. We know that most Australians spend more time on their footy tips than financial affairs.
The bank's own demonstrable swing towards more responsible lending practices in 2018 was overdue, but went too far. Common sense lending would anticipate property purchases typically trigger a more spartan lifestyle by the buyer than them continuing their spending habits from before their property purchase. 
But last year we saw these discretionary lifestyle costs - such as uber eating habits, Netflix and even any weekend betting slips - included in the calculations by over reactionary lenders in their ultra cautious loan application reviews that severely reduced loan capacity. 
We have a buyer's market, except they can't all buy what they previously thought they could afford because the bank's reaction to the exposure of some reckless lending exposed by the royal commission.
A couple with one child and a dual income of $120,000 could borrow $800,000 during the boom. Fast forward and the same couple, now with only mild wages growth to a $129,000 combined salary along with a second child, can only borrow $680,000 because of much stricter bank lending.
Their capacity to buy has gone backwards, and so too did prices, not surprisingly. This adjustment to price and capacity hit the market hard last year, but 2019 is likely to see buyers and vendors alike, become more accepting of the new landscape.
And there's already talk among buyers' agents that securing a bank loan has become easier this year.
This first appeared in The Daily Telegraph.
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jchancellor-FAypfDUnLy

Mary Poppins and the banking royal commission

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EXPERT OBSERVER
Labor's Bowen and Shorten had insisted they'd adopt all of the Royal Commission recommendations sight unseen - a pretty much ill-advised idea when you think about it - ostensibly because they wanted to be seen as 'tough' on the banks, but just as likely to put pressure on the government to clamp down on lending and credit further.
What the ALP think-tanks hadn't foreseen is the major banks getting off relatively lightly and some cataclysmic reforms recommended for the mortgage broking industry, especially in terms of commission structure.
The initial reaction from Bowen, on his Twitter feed, seemed to misread the mood:
<div>
<div class="separator"><a href="https://2.bp.blogspot.com/-dsgb5a4Mt4Y/XFyPFXaKgdI/AAAAAAAAuWI/vgdeNgBxAHM9NNI2GOoMwVEAPG3HpLHdQCLcBGAs/s1600/CB.jpg"><img src="https://2.bp.blogspot.com/-dsgb5a4Mt4Y/XFyPFXaKgdI/AAAAAAAAuWI/vgdeNgBxAHM9NNI2GOoMwVEAPG3HpLHdQCLcBGAs/s640/CB.jpg" width="640" height="122" data-original-height="138" data-original-width="721"></a></div>
<div class="separator"> </div>
<div class="separator">The Coalition (and apparently even the Reserve Bank Governor) believe that ramming through such wholesale changes to the broking industry warrant caution, since they'd reduce competition in the market, line the pockets of the 4 major banks as they carve up more market share, and decimate the mortgage broking industry, putting thousands of brokers out of business.</div>
</div>
<div>
 My view is that overwhelmingly brokers add value to consumers, and help borrowers to navigate the maze. Some of the information put forward by the banks during the hearings was misguided at best, misleading at worst. Although naturally a 'best interest' test must be enforced, the existing model is superior to a potential fee-for-service alternative.</div>
<div> </div>
<div>It'll be interesting to see whether Bowen is so in favour of implementing all recommendations now.</div>
<div> </div>
<div>If I was a betting man I'd say the ALP will demur on this point, or give a waffling or non-committal answer...else they'll face instantly losing the votes of 16,000 brokers. </div>
<div> </div>
<div>Of course, they might well decide that they don't need those votes anyway given signals from internal polling, but let's see what their response is, if any. </div>
<div> </div>
<div>PETE WARGENT is the co-founder of AllenWargent property buyers (London, Sydney) and a best-selling author and <a href="https://petewargent.blogspot.com/" target="_blank">blogger</a>.</div>
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Royal Commission backfires on mortgage broker reform: Pete Wargent

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EXPERT OBSERVER 
After today’s Banking Royal Commission’s final report it may seem as if it is impossible for banks to regain trust.
But it is possible, as I know from working with prominent British and European banks after the global financial crisis, taking part in <a href="https://www.researchgate.net/publication/330738218_Restoring_Trust_in_the_Financial_Services_Sector_A_report_published_by_the_Industry_and_Parliament_Trust_of_the_UK_Parliament_Notes_from_the_Policy_Event_Meeting_'Restoring_Trust_in_the_Financial_Serv" target="_blank">policy meetings</a> at the UK parliament about how to restore trust, and researching <a href="https://www.researchgate.net/publication/330737895_The_Recovery_of_Trust_Case_studies_of_organisational_failures_and_trust_repair" target="_blank">cases of trust repair</a>.
Here are the six most important questions our banks will need to answer for their stakeholders to regain trust:
<h2>1. What went wrong and why?</h2>
When a major breach of trust occurs, it is often unclear what caused it and who is responsible. It is essential to get a shared understanding of what happened.
This can be arrived at through inquiries and investigations which are most effective when timely, comprehensive, and independently conducted.
The royal commission is itself such an inquiry and will help, as did the <a href="https://www.parliament.uk/bankingstandards" target="_blank">Parliamentary Commission into Banking Standards</a> in the UK.
But banks also need to conduct their own investigations and explain what happened to their customers and shareholders.
The paradox is that such a “warts and all” investigation is likely to lower trust in the short term as the true extent and scale of the misconduct is revealed.
But without it, it is hard to “draw a line in the sand” and move on.
<h2>2. Have the banks learned their lesson and made amends?</h2>
Social rituals and symbolic acts - such as apologies, fines, punishments and compensation - play an important role in repairing trust.
They signal that the organisation understands its conduct was wrong and has “paid a price”. They can help resolve negative emotions and restore a sense of equity and justice in the relationship between the organisation and its stakeholders.
Apologies are usually more effective when combined with substantive actions - such as offering compensation - to avoid appearing as “cheap talk”. They are also more effective when offered voluntarily. Unfortunately, Australia’s banks have often been reactive, issuing public apologies only after damning evidence has emerged, and being slow to offer compensation.
<h2>3. Can future violations be prevented?</h2>
Given what’s been revealed at the royal commission, stakeholders want to see evidence that the banks have “got their house in order” and won’t let it happen again. This will require <a href="https://sloanreview.mit.edu/article/designing-trustworthy-organizations/">comprehensive reforms</a> to their strategies, cultures, incentive schemes, and formal control mechanisms (such as revised accountability and governance structures, procedures, rules, policies, and codes of conduct).
<h2>4. Is trustworthiness embedded in their DNA?</h2>
Banks are typically good at formal controls. The more difficult task is bringing about cultural change. Yet it is absolutely necessary, because cultural values and norms powerfully influence behaviour.
Ensuring that trust-inducing values and decision making are role modelled and embodied by leaders and managers and embedded in everyday routines will require the banks to challenge firmly held beliefs and assumptions that lead them to prioritise short-term profits and returns to shareholders over a more balanced multi-stakeholder perspective grounded in a broader purpose and responsibility to society.
<h2>5. Do others believe the banks are trustworthy?</h2>
Transparently sharing information about their conduct over time (through for example corporate reporting and monitoring) and having it verified by credible independent third parties (such as auditors) can help restore and maintain trust. It signals the bank has “nothing to hide”.
In the UK, the <a href="https://www.bankingstandardsboard.org.uk/" target="_blank">Banking Standards Board</a> was established to monitor and report on bank conduct and culture.
Its latest report found <a href="https://www.theguardian.com/business/2018/nov/13/overhaul-of-uk-poor-banking-culture-is-slow-admits-standards-chair" target="_blank">slow progress had been made on fixing the UK’s poor banking culture</a> five years on from the UK’s equivalent of our royal commission. That is testament to how hard it is to achieve real cultural change.
<h2>6. Is the external governance now effective?</h2>
Stakeholders need to know that reforms to the governance and regulation of the industry will reward trustworthy conduct, identify and punish misconduct, and root out systematic problems.
This is important for upholding minimal standards of conduct over time.
The banks will have to convincingly answer each of these questions in order to regain trust. Leaving any one of them unaddressed means it might not happen.
The banks will find the task neither quick nor easy.
It will require time, money, effort, political will, coordination amongst a range of actors and skilled change management, among other things.
Given banks are an essential pillar of a well-functioning society, it is important that they rise to the challenge.
Today’s report will provide an opportunity.

<a href="https://theconversation.com/profiles/nicole-gillespie-389397" target="_blank">Nicole Gillespie</a>, Professor of Management; KPMG Chair in Organizational Trust, <a href="http://theconversation.com/institutions/the-university-of-queensland-805" target="_blank">The University of Queensland</a>
This article is republished from <a href="http://theconversation.com" target="_blank">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/six-questions-our-banks-need-to-answer-to-regain-trust-110715" target="_blank">original article</a>.
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jrobinson-rf4aSBido9

Six questions our banks need to answer to regain our trust

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GUEST OBSERVATION
The government is acting on all 76 of Justice Hayne’s recommendations.
Treasurer Josh Frydenberg was glossing over history when he said the <a href="https://financialservices.royalcommission.gov.au/Pages/reports.aspx" target="_blank">final report of the banking royal commission</a> “endorsed many of the themes and individual reforms the government is currently pursuing”.
In fact, on coming to office in late 2013, his government – through Finance Minister Mathias Cormann - <a href="https://www.smh.com.au/business/banking-and-finance/how-the-coalition-ran-interference-for-the-banks-20180425-p4zbjz" target="_blank">did the opposite</a>.
Instead of extending provisions in the law that financial service providers act in the “best interests” of their clients, it tried to remove them, pressing Senate independents to have them excised from the at-the-time unimplemented Future of Financial Advice Act.
It argued there would be greater certainty if advisers were merely required to fulfill a number of specific requirements rather than to act in the overall best interests of their clients.
It’s a checklist approach <a href="https://financialservices.royalcommission.gov.au/Pages/default.aspx" target="_blank">Justice Kenneth Hayne dismisses</a>, saying it has encouraged advisers to pursue a “good enough” outcome “instead of the best interests of the relevant clients or members”.
“The more complicated the law, the harder it is to see unifying and informing principles and purposes,” the report says. “Exceptions and limitations encourage literal application and focusing on boundary‑marking and categorisation.”
What’s important is that the intent of the law is met, “rather than merely its terms complied with”.
Hayne wants laws rewritten to draw explicit connections between their requirements and what they are trying to achieve.
Such rewriting will make it clear that “exceptions and carve outs like grandfathered commissions constitute a departure from applying the relevant fundamental norm”.
The Coalition fought hard to allow financial advisers to continue to receive some grandfathered commissions – commissions their customers were signed up to before laws outlawing commissions came into place.
Hayne wants all grandfathering to go “as soon as is reasonably practicable”.
Frydenberg <a href="https://treasury.gov.au/publication/p2019-fsrc-response/" target="_blank">has agreed</a>. From January 1, 2021 all grandfathering will go, and any previously grandfathered payments to advisers from clients accounts will be handed back to clients where they can reasonably be identified.
Ongoing fees taken from clients accounts will need to be specifically reauthorised each year, a proposal neither the Coalition nor Labor put forward in negotiations over the Future of Financial Advice Act, settling on reauthorisation every two years in order to avoid paperwork.
Frydenberg has accepted the recommendation, without a start date.
Hayne wants all commissions to mortgage brokers banned so that the borrower, not the lender, pays the broker a fee.
The Royal Commissioner wants the changes made over a period of two or three years, first by banning so-called annual trailing commissions that last the length of the loans, and then by banning upfront commissions.
Frydenberg will ban trailing commissions from July 1, 2020 and will ask the Council of Financial Regulators and the Australian Competition and Consumer Commission to review in three years’ time the implications of moving to full consumer-pays.
Hayne’s point is that buyers of financial products of all types often assume the person standing between them and the provider is acting in their interests. They need not be when they are being paid by the provider.
<blockquote>
1. The interests of client, intermediary and provider of a product or service are not only different, they are opposed.
2. An intermediary who seeks to stand in “more than one canoe” cannot. Duty (to client) and (self) interest pull in opposite directions.
</blockquote>
Hayne’s three key themes are now government policy:
<ul>
<li>
no conflicted remuneration
</li>
<li>
no exemptions, including grandfathered arrangements
</li>
<li>
explicit consent for payments.
</li>
</ul>
Financial industry laws and regulations will apply more broadly than they have. Funeral insurance will no longer be exempted. Car dealers will face a limit on the fee they can get for selling add-on insurance.
And retailers won’t be able to sell add-on insurance at the same time as the products themselves. Frydenberg said that people buying mobile phones were being sold screen insurance that cost more than the replacement of the screens.
“Hawking”, unsolicited phone calls and pitches for superannuation and insurance and other products, will be prohibited. Lenders to farmers won’t be able to charge high default interest rates during droughts or when there is no realistic prospect of recovering the money.
Banks won’t be able to offer overdrafts on basic accounts without the formal approval of the accounts’ owners, they won’t be able to charge dishonour fees on basic accounts, they will have to value agricultural land used as security for loans independently of the people who decide whether to grant the loans.
Superannuation fund trustees won’t be able to work for other parts of the conglomerate that owns the fund giving them a conflict of interest, and trustees and directors will be subject to civil penalties if they fail to act in the fund members’ best interests.
Each Australian will be defaulted into (“stapled” onto) only one superannuation account once at the beginning of their working life instead of into several as they change jobs as is required by awards and industrial agreements. The <a href="https://www.pc.gov.au/inquiries/completed/superannuation" target="_blank">Productivity Commission estimated</a> these multiple accounts cost super fund members A$10 billion per year in unnecessary fees.
Australia’s much-criticised “twin peaks” model of regulation shared between the Australian Securities and Investments Commission and the Australian Prudential Regulation Authority, will stay, although they will be subject to a new independent oversight body that will report on their performance every two years. They will also need to prepare and maintain a joint co-operation memorandum.
In any investigation ASIC will have to have as a starting point the question of whether a case should be taken to court. Infringement notices should mainly be reserved for administrative rather than deliberate failings.
Hayne says too often, banks and other financial services entities that broke the law were not properly held to account.
<blockquote>
Misconduct will be deterred only if entities believe that misconduct will be detected, denounced and justly punished.
Misconduct, especially misconduct that yields profit, is not deterred by requiring those who are found to have done wrong to do no more than pay compensation. And wrongdoing is not denounced by issuing a media release.
</blockquote>
He says in almost every case, bad conduct was driven not only by the firm’s pursuit of profit but also by individuals’ pursuit of gain.
<blockquote>
Providing a service to customers was relegated to second place. Sales became all important. Those who dealt with customers became sellers. And the confusion of roles extended well beyond front line service staff. Advisers became sellers and sellers became advisers.
Rewarding misconduct is wrong. Yet incentive, bonus and commission schemes throughout the financial services industry have measured sales and profit, but not compliance with the law and proper standards. Rewards have been paid regardless of whether the person rewarded should have done what they did.
</blockquote>
Frydenberg says he is taking action on all 76 recommendations.
He’ll set up an industry-funded compensation scheme able to payout over misconduct over the past ten years.
And 24 specific acts of misconduct have been referred to authorities, covering every big financial firm other than Westpac.
<a href="https://theconversation.com/au/team#peter-martin" target="_blank">Peter Martin</a>, Section Editor, Business and Economy, <a href="http://www.theconversation.com/" target="_blank">The Conversation</a>
This article is republished from <a href="http://theconversation.com" target="_blank">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/banking-royal-commission-no-commissions-no-exemptions-no-fees-without-permission-hayne-gets-the-government-to-do-a-u-turn-110974" target="_blank">original article</a>.
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j.ballantyne1990-6AQqhLzZaK

Banking Royal Commission: no commissions, no exemptions, no fees without permission, Hayne gets the government to do a U-turn

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EXPERT OBSERVER
The long-awaited report from the banking royal commission proves that even within regulated environments lawlessness can be rife. 
The multitude of examples of potentially criminal activity within the financial services sector was a sign of what can happen when money becomes more important than client outcomes. 
If this is what happens in a regulated industry, imagine the situation in the property investment advice sector where spruikers can ruin people’s financial lives without much chance of prosecution because it is an unregulated environment? 
The report suggests that many in the financial services sector were motivated by greed rather than acting in their client’s best interests, however, such a blanket statement does a disservice to the majority of honest employees working in the industry. 
Mortgage brokers, for example, create much-needed competition and deserve to be paid for their professional service, so we’re pleased that the Federal Government has questioned the recommendation that commissions be paid by consumers rather than banks – who are the ones who can clearly afford it the most.
The 2018 PIPA Investor Sentiment Survey found that more than 75 per cent of investors secured their last investment loan through a mortgage broker, up slightly from the year before, and dramatically more than the 2015 number of 65 per cent. 
About 86 per cent intend to finance their next investment loan through a broker, according to the survey. 
I hope the report’s release would bring an end to the over-the- top credit restrictions that had been in play for more than three years, which were starting to have a negative impact on the national economy. 
Solid borrowers, who should have no problem securing finance under normal credit conditions, are getting knocked back for silly reasons such as spending $50 on Uber Eats on a Friday night. 
With property prices continuing to fall in our two biggest capital cities, inflation stubbornly low, and wages flat-lining, lenders need to release their strangle-hold on credit so our economy can get moving again.
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The health of the banking sector is vital for our economy, but so too is the property market, which is worth $7.5 trillion compared to superannuation on $2.7 trillion, according to CoreLogic. 
It’s time for the Federal Government to get serious about protecting consumers from unscrupulous spruikers who pretend to give property investment ‘advice’, but all they’re really do is lining their own back pockets without having to worry about breaking the law – because there isn’t one.
According to the 2018 PIPA Investor Sentiment Survey, an overwhelming majority of respondents (95 per cent) believe that any provider of advice should have formal training, and almost all (90 per cent) believe that any provider of property investment advice should be regulated or licensed.
Peter Koulizos is the <a href="http://www.pipa.asn.au/about-us/our-board" target="_blank">chairman</a> of Property Investment Professionals of Australia (PIPA).
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Banking royal commission report proves lawlessness is rife

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EXPERT OBSERVER
<a href="http://theconversation.com/institutions/rmit-university-1063"></a>
Every 10 to 15 years it’s the same.
Ever since <a href="https://www.propertyobserver.com.au/https://www.abc.net.au/news/2019-02-04/banking-scandals-were-decades-in-the-making/10771612?section=business" target="_blank">financial deregulation in the 1980s</a> we’ve had a finance industry scandal followed by an inquiry, a quick fix, and a declaration that it shouldn’t happen again.
In the early 1990s there were royal commissions into the A$1.7 billion <a href="https://www.propertyobserver.com.au/https://trove.nla.gov.au/people/591917?c=people" target="_blank">Tri-continental/ State Bank Victoria</a> collapse, the A$3.1 billion State Bank of South Australia collapse and the <a href="http://www.parliament.wa.gov.au/intranet/libpages.nsf/webfiles/rc+1992/%24file/0015319.pdf" target="_blank">WA Inc</a> collapse which explored the interrelated activities at Rothwells bank, the A$1.8 billion collapse of Bond Corporation and the A$1.2 billion siphoned from Bell Resources.
A decade later in 2003 Justice Owen reported on the A$5.3 billion <a href="https://parlinfo.aph.gov.au/parlInfo/search/display/display.w3p;query=Id:%22library/prspub/XZ896%22" target="_blank">collapse of Australia’s largest insurer HIH</a>.
And now, bang on schedule, we have Kenneth Hayne delivering the <a href="https://financialservices.royalcommission.gov.au/Pages/default.aspx" target="_blank">final report</a> of a royal commission into systemic misconduct in banking, superannuation and financial services industry to a government that voted 26 times against holding it.
There are two particularly striking things about the 10-15 year cycle.
One is the rhythm of public inquiries followed by reports, then (sometimes) trials, then books, then almost everyone forgetting (except for those personally scarred) only for problems to resurface later.
The other is that the times between have been punctuated by government-commissioned banking and financial system reviews: the 1991 <a href="http://fsi.gov.au/files/2014/01/Chpt1-12.pdf" target="_blank">Campbell Inauiry</a>, the 1996 <a href="https://www.aph.gov.au/About_Parliament/Parliamentary_Departments/Parliamentary_Library/pubs/rp/RP9697/97rp16" target="_blank">Wallis Inquiry</a>, the 2010 <a href="https://treasury.gov.au/review/super-system-review/" target="_blank">Cooper superannuation review</a> and the 2012 <a href="http://fsi.gov.au/publications/" target="_blank">Murray Review </a>. Each either missed or downplayed the links between poor governance, industry structure, systemic misconduct and prudential risk.
<h2>Has Kenneth got the frequency right this time?</h2>
Commissioner Kenneth Hayne’s 1000-page final report hasn’t gone far enough to end this cycle.
While his referral of 24 misdeeds for possible criminal and civil prosecution will help in righting past wrongs and perhaps focus the minds of directors and executives, the impact will be generational rather than permanent.
The flurry of prosecutions and actions will again reveal <a href="https://www.theage.com.au/business/banking-and-finance/asic-life-ban-overturned-after-aat-find-key-arguments-not-raised-20181014-p509jc" target="_blank">problems with the law</a> - gaps in coverage, inadequate penalties and cases the law won’t allow to stand up.
Taken together the recommendations are a patchwork of measures that if implemented will over time be eaten away – and at some point will be dismantled – because the rationale for their adoption will be forgotten.
Even before they are implemented they will have to run the gauntlet of a massive subterranean lobbying effort from industry to water them down, something Hayne indicated he expected.
<h2>The deepest flaw lies unaddressed…</h2>
Even though Hayne emphasises the link between systemic misconduct, governance, structure and prudential (system-wide) risk, something that Treasury, the RBA and Australia’s three business regulator amigos, APRA, ASIC and the ACCC, <a href="https://theconversation.com/treasury-admits-corporate-governance-is-broken-but-baulks-at-systemic-fixes-100882" target="_blank">have long rejected</a>, he makes no concrete suggestions to tackle it.
As we have written previously, research tells us big systemically important shareholder-focused universal for-profit banks that cross-sell products are more profitable than smaller banks in the good times but are <a href="https://theconversation.com/treasury-admits-corporate-governance-is-broken-but-baulks-at-systemic-fixes-100882" target="_blank">more prone to misconduct and to failure in the worse times</a>.
Australia’s big four fit the bill - they’re big, they have been vertically integrated one-stop shops, they are very, very profitable and they are very focused on shareholder returns.
While the banks, apart from Westpac, have divested themselves of wealth management and insurance arms for now there is nothing stopping them reacquiring them in the future.
This means we are once again 10 or 15 years away from systemic misconduct resurfacing as big banks seek to become more profitable.
<h2>…and putting the onus on directors won’t much help</h2>
While heads might roll in yet another round of internal investigations to fix bank culture, it is wise to remember that as <a href="https://www.smh.com.au/business/banking-and-finance/asic-red-faced-over-opes-prime-verdict-20130906-2ta8f" target="_blank">Adele Ferguson observed</a> ANZ’s internal investigation of the Opes Prime collapse left the bigger governance lessons “unlearned”.
Directors and senior executives of failed companies continue to live charmed lives.
The directors of Babcock and Brown <a href="https://www.smartcompany.com.au/finance/economy/babcock-brown-leaders-disgraceful-exit-kohler/" target="_blank">were cheered as they left the building</a>, while friends and family of the disgraced One.Tel director Jodee Rich have resurfaced at Hayne and other public inquiries.
Some of the <a href="https://www.smh.com.au/business/james-packer-and-lachlan-murdoch-close-to-onetel-settlement-20140411-36iii" target="_blank">One.Tel directors</a> have had long corporate careers. The former chair at of the collapsed <a href="https://en.wikipedia.org/wiki/Allco_Finance_Group" target="_blank">Allco Finance Group</a> Bob Mansfield went on to review the ABC.
As Adam Schwab bluntly put it, <a href="https://www.crikey.com.au/2014/03/24/after-babcock-browns-collapse-its-money-men-try-again/" target="_blank">“corporate Australia is nothing if not forgiving”</a>.
<h2>It’ll chase horses rather than close doors</h2>
Hayne is persisting with a chasing bolting horses approach to misconduct that relies on detection and enforcement.
We have argued this approach is <a href="https://theconversation.com/solving-deep-problems-with-corporate-governance-requires-more-than-rearranging-deck-chairs-99297" target="_blank">just not as a effective as other alternatives such as two-tier boards and employee directors</a> which have a better track record of keeping stable doors closed and horses tethered.
Without them we could very easily have another crisis and another royal commission in 15 to 15 years time.
Ireland has taken a been prepared to change corporate structures. After the meltdown of its financial system triggered by the end of a “classic vanilla property boom” its parliament legislated to appoint <a href="https://doi.org/10.1080/14735970.2015.1128752" target="_blank">public interest directors to the boards of its </a><a href="https://doi.org/10.1080/14735970.2015.1128752" target="_blank">failed</a><a href="https://doi.org/10.1080/14735970.2015.1128752" target="_blank"> banks</a>.
These changes were designed to ensure banks directors put the public interest first, ahead of shareholders interests and even customers interests.
It’s beyond time we did it here.<img src="https://counter.theconversation.com/content/110437/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important; text-shadow: none !important;">
<a href="https://theconversation.com/profiles/andrew-linden-330227" target="_blank">Andrew Linden</a>, Sessional Lecturer, PhD (Management) Candidate, School of Management, <a href="http://theconversation.com/institutions/rmit-university-1063" target="_blank">RMIT University</a> and <a href="https://theconversation.com/profiles/warren-staples-426467" target="_blank">Warren Staples</a>, Senior Lecturer in Management, <a href="http://theconversation.com/institutions/rmit-university-1063" target="_blank">RMIT University</a>
This article is republished from <a href="http://theconversation.com" target="_blank">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/haynes-failure-to-tackle-bank-structure-means-that-in-a-decade-or-so-another-treasurer-will-have-to-call-another-royal-commission-110437" target="_blank">original article</a>.
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Hayne’s failure to tackle bank structure means that in a decade we will have to call another banking royal commission

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Treasurer Josh Frydenberg is under pressure to release the final report of the banking royal commission on February 1 – the day it is handed to the federal government.
Shadow Treasurer Chris Bowen is demanding the report be released publicly on the same day it’s handed to the government, ahead of Parliament resuming in mid-February.
The New Daily website reported Labor will warn any failure to release the royal commission’s final report immediately would “unnecessarily politicise the handling of the report and give rise to potential material market risks around leaks of all or part of the report”.
<a href="https://www.propertyobserver.com.au/subscribe" target="_blank"><img src="https://res.cloudinary.com/dz9xllyip/image/fetch/c_scale,w_580,q_auto:good/https://s3-ap-southeast-2.amazonaws.com/po.images/2019/1/Subscriber%20strip%20ad.jpg" alt=""></a>
“It is in the national interest for the Australian people and victims of banking scandals to be able to access the <a href="https://thenewdaily.com.au/money/finance-news/2018/11/30/bank-royal-commission-wrap/" target="_blank" rel="noopener noreferrer">Hayne Banking Royal Commission</a>’s final report and form their own views, at the earliest opportunity, and that means on Friday, February 1,” Mr Bowen said.
“I have written to the Treasurer requesting they release the final report and related documents of the banking royal commission as soon as practicable after it is received by the government.”
Treasurer Josh Frydenberg established a precedent of releasing the <a href="https://thenewdaily.com.au/money/finance-news/2018/09/28/kenneth-hayne-royal-commission-interim-report/" target="_blank" rel="noopener noreferrer">Royal Commission’s interim report</a> on the day it was received.
The Treasurer will deliver a major economic speech at the Sydney Institute on tonight, which is expected to touch on the government’s approach to the royal commission.
The government voted 26 times against establishing the royal commission. 
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Labor seeks February 1 release of banking royal commission report

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GUEST OBSERVATION
The financial services royal commission resumes for its final round of hearings on Monday, and reappearing before Justice Hayne will be the chief executives each of the big six institutions he has in his sights: the Commonwealth Bank, Westpac, AMP, Macquarie, ANZ, and the National Australia Bank.
At issue are shocking abuses of trust, and when the government responds after receiving the report in February it will be under pressure to introduce tighter rules that more closely regulate bankers’ behaviour.
There’s another, better, path it could follow. It could loosen the rules and treat bankers more like doctors.
Crude attempts to regulate behaviour fail
We trust doctors, not because their behaviour is tightly regulated but because it is self-regulated. As professionals they strive to be trustworthy, in the same way as citizens who don’t cheat on their social security claims, or restaurant customers who don’t eat without paying.
A regulation imposed on top of a relationship of trust can ruin it.
In a famous study titled A Fine Is A Price, economists Uri Gneezy and Aldo Rustichini examined what happened when an Israeli daycare centre attempted to impose fines on parents who picked up their children late.
Surprisingly, the trial of the fine resulted in more, rather than fewer, late pickups.
In the eyes of the late parents, the fine changed late pickups from bad behaviour into an acceptable outcome of cost-benefit analysis. They simply interpreted the fine as a babysitting cost, and weighed it against the benefit of arriving when it suited them. Moral motivations were crowded out.
Doctors take vows
Professionals with ethics take vows to honour their duty to their clients, even where the costs of doing so are greater than the benefits of not doing so.
Service providers who don’t take ethics seriously weigh the costs and benefits of acting in the interests of their clients versus acting in their own interests. This ‘moral optimization’ may take account of ethics, but only if it pays.
Many financial services workers don’t take ethics seriously partly because they have been trained in economics or finance – disciplines which teach that cost-benefit analysis applies to everything.
A start would be to train them better. Their teachers could listen to the words of the creator of much of the theory used to justify performance pay, Michael Jensen of Harvard:
"We teach our students the importance of conducting a cost-benefit analysis in everything they do. In most cases, this is useful – but not when it comes to behaving with integrity."
When integrity is at stake it is better to replace moral optimization with moral prioritization, by giving priority to moral principles like telling the truth or looking after vulnerable clients.
Money changes things
Recent research on the psychological power of money suggests that financial market participants are at risk of negative ethical tendencies when money is used as an incentive, or even when they are just reminded of its importance, so-called money priming.
Money is used as an incentive to in order overcome the so-called principal-agent problem in which agents, (workers or chief executives) are tempted to put they own interests ahead of those of the firm they work for.
It can work, but if high-powered financial incentives communicate that the recipient’s only goal should be to maximise profit, then a culture of material self-interest takes hold, constrained at best by the letter of the law. And this crowds out other interests, such as those of their customers.
This means high-powered financial incentives can solve one kind of untrustworthiness, but only by creating another.
Professionals such as doctors and teachers solve the principal agent problem in another way: through ethics.
Banking could be a profession
Rather than further regulation, we propose a greater focus on ethics through a program of professionalisation, including:
<ol>
<li>
Establishing an interim professional body run by outsiders who come with a proven ethic of serving the public in fields such as education or health. After five years the finance industry can apply to the government to staff and run the body itself, subject to performance.
</li>
<li>
A winding back of regulation in order to signal that “you are professionals who have to take responsibility for ethical judgements”. The professional body could stand down senior managers deemed not to be showing commitment to the new culture.
</li>
<li>
A fundamental change of bonuses so that they become incentives for ethical behaviour. We suggest an automatic bonus payment of 10-20% of total pay. It could be withheld for two reasons: either poor financial performance of the firm, or an ethical breach. In effect, it would be a negative bonus. Multiple ethical breaches would result in the loss of professional status and employment.
</li>
</ol>
Regulation hasn’t worked
Automatic bonuses remove the extreme money priming of the finance industry, and they can be helpful in maintaining employment in the event of a downturn. They can simply be reduced instead of laying off staff, as happened during the global financial crisis.
Boosting regulation and boosting the capability of regulators, as many say they want, could work against developing the ethics and the trust that makes other professions work.<img src="https://counter.theconversation.com/content/106927/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important; text-shadow: none !important;">
Warren Hogan, Industry Professor, University of Technology Sydney and Gordon Menzies, Associate Professor of Economics, University of Technology Sydney
This article is republished from <a href="http://theconversation.com" target="_blank">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/a-tip-for-bankers-ahead-of-the-royal-commission-be-more-like-doctors-106927" target="_blank">original article</a>.
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A tip for bankers ahead of the royal commission: be more like doctors

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EXPERT OBSERVER
Australia’s banks will change the Banking Code of Practice to overhaul the way they manage a customer’s estate when they have died and end ‘fees for no service’ across the industry.
Further to this they will seek new legislation to end grandfathered payments and trail commissions for financial advisers. 
These reforms are the first of several key changes in response to the Royal Commission and include:
<ul type="disc">
<li class="x_MsoBodyText">Ending ‘fees for no service’ - Banks will change the way they manage ongoing financial advice, proactively contacting customers to confirm what advice is required and only charging for what is provided</li>
<li class="x_MsoBodyText">Changing the Banking Code of Practice to improve the way banks manage a deceased estate - Once notified of a customer’s death, banks will proactively identify fees that are for products and services that can no longer be provided in the circumstances, stop charging those fees and refund any paid</li>
<li class="x_MsoBodyText">Seeking new legislative changes to the Future of Financial Advice (FOFA) reforms to remove all legislative provisions that allow grandfathered payments and trail commissions in financial advice</li>
</ul>
These initiatives addressed two of the strongest concerns raised by the Royal Commission’s Interim Report.
It has always been unacceptable for any organisations to charge fees without providing a service.
This announcement will put beyond the shadow of a doubt that this practice has no place in Australia’s banking industry.
Banks will change the way they manage a customer’s account, proactively contacting them to confirm what services are required for their investments and only charging for those provided.
This issue of charging fees without service, particularly when customers have recently died, was raised during the Royal Commission and identified as unacceptable.
When someone loses a loved one, they need support and compassion as they finalise their loved one’s financial affairs. Charging ongoing advice fees to dead people is clearly unacceptable.
Right now banks are working with customers to refund those charged a fee where no service was provided. Latest ASIC data indicates customers will receive more than $1 billion in refunds.
In addition to these changes the industry is supporting legislation to remove grandfathering provisions in relation to financial advice.
This is another important piece in the puzzle of ensuring there are no conflicts for advisers.
ANNA BLIGH is the CEO of the Australian Banking Association and is the former Premier of Queensland. 
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