Who uses the scheme
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BFSO continues to devote resources to promoting
the Scheme to consumers and ensuring that it provides 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 with the total population in each state and territory. The graphs show that in most States and Territories, use of the scheme is in proportion with, or slightly below, the population level. There continues to be proportionally higher use of the Scheme in Victoria than in other States and there was a small increase in the percentage of written disputes from NSW this year (35.7 per cent compared to 33 per cent last year). BFSO will continue its efforts to promote national awareness of the Scheme in the coming year. View All users graph
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Rural users
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BFSO defines rural users of the Scheme as those consumers living in the non-capital city statistical divisions identified by the Australian Bureau of Statistics. This reporting period, 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 generally aware of and use the Scheme. 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 consistent with previous years, with 6.2 per cent of telephone enquiries and 8.6 per cent of written disputes received from small businesses. The low proportion of disputes from small business may reflect a higher level of service being provided to businesses and a greater ability to negotiate resolution of complaints. However, BFSO will be increasing its efforts to improve awareness of the Scheme amongst small businesses in the coming year. View Small business graph
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