Who uses the Scheme
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BFSO has continued its efforts this year to promote national awareness of the Scheme and provide equitable access to its services.
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All users
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BFSO compares the percentage of telephone enquiries and written complaints from each state and territory to the total population in each state and territory. Click here to view a graph that shows that apart from Victoria where there is a higher use of the Scheme, the use of the Scheme in other states is in proportion with, or slightly below, the population level.
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Rural users
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Rural users of the Scheme are those consumers living in the non-capital city statistical divisions identified by the Australian Bureau of Statistics. In all states, except Tasmania and Western Australia, the telephone enquiries or written disputes lodged by rural users was in proportion with, or slightly above, the rural population indicating that rural consumers are aware of and use the Scheme. Click here to view Rural users graph
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Small business
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The relative proportion of individual and small business consumers using the Scheme was similar to previous years. The use of the Scheme by individual consumers predominated with 93.6 per cent of telephone enquiries and 90.9 per cent of written disputes from individuals. The percentage of telephone enquiries and written disputes from incorporated small businesses were 4.0 per cent and 5.7 per cent respectively and from unincorporated small businesses 2.4 per cent and 3.4 per cent respectively. The consistently low proportion of disputes from small business may reflect a higher level of service provided by business bankers and a greater ability to negotiate resolution of complaints. View graph of small business users.
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