You would get a file note?Correct. And if you got 10 points in six weeks, you got a formal warning?Correct. And if you got 20 points in six you would get a second formal warning?Correct. And if you got 30 points in six weeks, you would be dismissed?You have lost your licence, yes. And does that result in dismissal ?Once you lost your licence you’re dismissed. So if we look also at the compliance disciplinary under that, we see how points were attributed to certain offences. Do you see that?Yes, I do. And perhaps if we could that’s a table that continues onto the second page. So – perhaps if we could have blown up both parts of that table. We see that prompting a customer to say do you see that in the lighter grey portion, third from the “yes” – bottom. Prompting a customer to say “yes” ?Yes. Attracted three points?I see that, yes. And customers not give a clear yes to a start a policy attracted five points?Correct. And failing to explain key exclusions also attracted five points?Correct. And applying pressure selling tactics attracted seven points?I see that. And if you made misrepresentations or provided misleading information, that was 10 points?Correct. If you completed an unethical sale, that was also 10 points?Correct. And if you provided personal advice, which would be a contravention of the Corporations Act, wouldn’t it?Yes, it would be. Yes. So if you did that, you also got 10 points?Correct. So you had another 20 points to live with until you made it through for the rest of the six weeks when all of your points would be returned?But you’re taking it out of context. You’re taking one example. But it doesn’t mean we don’t listen to further calls for that agent. So it doesn’t take six weeks for us to realise that there’s a problem. We would automatically give feedback to that agent and we would listen to all calls for that agent. So if we listen to additional calls and we found more repeats
You would get a file note?Correct. And if you got 10 points in six weeks, you got a formal warning?Correct. And if you got 20 points in six you would get a second formal warning?Correct. And if you got 30 points in six weeks, you would be dismissed?You have lost your licence, yes. And does that result in dismissal ?Once you lost your licence you’re dismissed. So if we look also at the compliance disciplinary under that, we see how points were attributed to certain offences. Do you see that?Yes, I do. And perhaps if we could – that’s a table that continues onto the second page. So perhaps if we could have blown up both parts of that table. We see that prompting a customer to say “yes” – do you see that in the lighter grey portion, third from the bottom. Prompting a customer to say “yes” ?Yes. Attracted three points?I see that, yes. And customers not give a clear yes to a start a policy attracted five points?Correct. And failing to explain key exclusions also attracted five points?Correct. And applying pressure selling tactics attracted seven points?I see that. And if you made misrepresentations or provided misleading information, that was 10 points?Correct. If you completed an unethical sale, that was also 10 points?Correct. And if you provided personal advice, which would be a contravention of the Corporations Act, wouldn’t it?Yes, it would be. Yes. So if you did that, you also got 10 points?Correct. So you had another 20 points to live with until you made it through for the rest of the six weeks when all of your points would be returned?But you’re taking it out of context. You’re taking one example. But it doesn’t mean we don’t listen to further calls for that agent. So it doesn’t take six weeks for us to realise that there’s a problem. We would automatically give feedback to that agent and we would listen to all calls for that agent. So if we listen to additional calls and we found more repeats
transcript-5-july-2018.docx