The product or service obtained by the consumer; and
	The problem with the product or service, as reported by the consumer.

Analysis of the product categories of closed cases this year was the same as in the previous three years, with disputes about Consumer Finance (29.3 per cent), Housing Finance (21.2 per cent) and Deposit Accounts (18.1 per cent) representing the majority of cases.

The main product complained about in the Consumer Finance category continues to be the credit card account. Disputes about this product have decreased slightly from 1,481 last year to 1,392 this year. The main problems identified with credit cards were unauthorised transactions and incorrect debits to the account.

Disputes about Housing Finance comprised 19.5 per cent of cases resolved by members after referral to them. Fewer disputes about Housing Finance products were resolved by the members directly and consequently, Housing Finance was the main category investigated during the year in review, representing 31.5 per cent of all investigations.

Of the investigations into Housing Finance disputes, the majority were about variable interest rate home loan products. A smaller proportion was about investment home loan products but of these disputes, 33.8 per cent were about maladministration in granting the loan.

Disputes concerning Deposit Accounts (including savings accounts, personal cheque accounts, term deposits and passbooks) comprised 18.1 per cent of complaints made by consumers. Most disputes were about incorrect fees, incorrect debiting and crediting of the account and unauthorised transactions.

The table below shows a comparison of the product groups that were the subject of a BFSO investigation, compared to the types of disputes readily resolved by members.

Cases Resolved by Bank - V - BFSO Investigation Product Group % of Cases Resolved by Bank % of Cases ABIO Investigation All Cases Consumer Finance 30.2% 23.4% 29.3% Housing Finance 19.5% 31.5% 21.2% Deposit Account 18.9% 13.1% 18.1% Payment System 16.8% 14.2% 16.4% Business Facility 11.2% 15.2% 11.7% Financial Planning 0.4% 0.2% 0.4% Other Products or Services 3.0% 2.4% 2.9% 100% 100% 100%