Financial Services Industry Engagement

ASIC's Indigenous Financial Services Framework

In June 2024, ASIC will host a further virtual industry event as part of our continued engagement with the financial services industry under our Indigenous Financial Services Framework (Framework). Further details are available below.

This page contains:

Upcoming June 2024 workshop

ASIC’s Financial Services Industry Workshop: Servicing First Nations communities with a focus on culture, community and engagement

This workshop will explore important themes including:

  • Building organisational capability through remote service provision, 
  • Developing and evaluating responsive remote service delivery, and
  • Embedding best practice approaches for community engagement.

To express your interest in attending this workshop, please contact Indigenous.FS.Framework@asic.gov.au.

Overview of workshop agenda

Opening remarks

ASIC Commissioner Alan Kirkland

Servicing remote communities: banking and superannuation needs

Panel discussion with representatives from Commonwealth Bank of Australia, Westpac, Australian Super and Australian Retirement Trust on programs and best practice engagement approaches.

Aboriginal Justice Open Days: creating access to services for First Nations communities in Western Australia

Panel discussion with Western Australia Department of Justice on their coordination role for WA Justice Open Days and representatives from Superannuation fund - GESB and Curtin Tax Clinic on remote service approaches.

Dreamtime stories in a modern context

Carolyn Cartwright will share an example of MoneyMob Talkabout’s meaningful engagement through a cultural lens.

Speaker biographies

Angela MacMillan

Angela MacMillan

Group Customer Advocate, CBA

Angela first joined CBA in 2010 as a member of the bank’s complaints team. In 2014, Angela accepted a role as CEO of the Nhulunbuy Corporation, providing municipal services in Nhulunbuy, a remote town in the Northern Territory. Angela returned to CBA in 2016 to establish the Office of the Customer Advocate before being appointed as CBA’s Group Customer Advocate in September 2019. In her role, Angela leads the Group Customer Advocacy and Vulnerability team which is focused on improving outcomes across the CBA Group – particularly for those customers and communities in vulnerable circumstances.

Outside of CBA, Angela sits on the boards of Mind Australia (a national mental health organisation) and Animal Management in Rural and Remote Indigenous Communities. She is also a proud AIEF mentor.

Cody Milnes

Cody Milnes

Program Manager, First Nations Reach program, CBA

Cody is a proud Malyangapa man hailing from the vibrant region of Broken Hill in Far West NSW. Cody moved to Wurundjeri country in 2019 where he joined the bank as an Early Customer Engagement specialist within the collections business unit. Fast forward to now, Cody is the program manager of CBA’s First Nations Reach program, an initiative aimed at delivering essential banking services and education to remote First Nations communities across the country.

In addition to his role as program manager, Cody is a valued member of the Indigenous Leadership Team, which was established in 2022 to ensure that the collective Aboriginal and Torres Strait Islander voice is heard and represented within the group. Cody also serves as co-chair for CBA’s LGBTQIA+SB Network, Unity, a platform dedicated to fostering inclusivity and providing a safe space for LGBTQIA+SB colleagues to connect and collaborate. In Cody’s spare time he likes to slow down and relax with his mates and his cat Rory before his next travel across the country begins.

Grace Lewis

Grace Lewis

Executive Manager Community Engagement, Westpac

Through my mother I am a Bardi Woman from the Dampier Peninsula. I come from the Baniol clan which is situated on the east side of the Peninsula. Our parents raised us in Geraldton on South Yamtaji Country. I was afforded a very mainstream and well-rounded education which saw me head to Perth to undertake a degree in Education.  This gave me the privilege to have worked in remote and very remote areas across the Kimberley. I also raised my 3 amazing boys in the East Kimberley, the Shire of Wyndham, my boys still call the place home and have family and friends through-out the area. I come to Westpac with years of experience of project Management in remote locations and strong community engagement strategies. The best compliment I was given, 2 years ago, by a past student was that I am a “hungry learner wanting to learn more”.

Debra Mansfield

Debra Mansfield

Corporate Relations & CSR, AustralianSuper

Debra is a Corporate Affairs and Sustainability professional of 15+ years across listed companies and superannuation. As Corporate Relations & CSR Lead at AustralianSuper, Debra is responsible for delivering on the Fund’s commitments to Reconciliation both within the framework of the Reconciliation Action Plan (RAP) and beyond.

At AustralianSuper, Debra has launched and completed the Fund’s Innovate RAP. Outside of RAP activities, Debra has led the Fund’s strategy for engagement, Outreach and the Aboriginal and Torres Strait Islander page for members. Previously, she has worked with Aboriginal and Torres Strait Islander youth in inner Sydney and is responsible for the development and launch of The Visibility Project, which worked to increase positive representation of Aboriginal and Torres Strait Islander excellence. Debra was born on the beautiful land of the Awabakal people and for many years has been a grateful guest on the lands of the Wurundjeri people of the Kulin nation.

Bridget Inder

Bridget Inder

Dispute Resolution Officer, AustralianSuper

O lo’u igoa o Bridget Inder. O lo’u taama Ole Palangi, O lo’u tina Ole Matai Samoa. Ou te sau mai Salelavalu Savaii’i e Samoa. Ou te saufo’e mai Maniototo e Aotearoa. Bridget Inder is of Samoan and Pakeha descent, from the village of Salelavalu on Savaii’I, Samoa, and from Maniototo in the South Island of Aotearoa/New Zealand. Bridget holds a Master of Arts (Distinction) with a research background in Post-Colonial theory and institutionalised racism. Bridget has a decade of experience in industry super. Her focus is on identifying barriers and practical that steps can be taken to ensure service and processes can better meet needs of Aboriginal and Torres Strait Islander members. Bridget is the key colleague conducting AustralianSuper’s Outreach. Bridget resides on the lands of the Wurundjeri people of the Kulin nation and acknowledges that rangatiratanga was never ceded.

Graeme Marrinan

Graeme Marrinan

Member Outcomes Specialist, Australian Retirement Trust (ART)

Graeme performs the role of Member Outcomes Specialist at Australian Retirement Trust. This role supports other business units when members require some extra help. Graeme has over 39 years’ experience in superannuation and has held various middle management positions. Graeme’s participation in community outreaches has highlighted the value of face-to-face engagement for both the community and their members. Graeme is wonderfully supported by many external organisations. Graeme has advised this work is most rewarding and encourages others to get involved and lend a hand.

Lina Zocaro

Lina Zocaro

Head of Member Insurance & Claims, Australian Retirement Trust (ART)

Lina has 27 years of experience in member operations in some of Australia’s largest funds AXA, QSuper, Sunsuper and now ART. For the last 15 years she worked at QSuper in Member Operations and Member Education then after a short time at WorkCover moved to Sunsuper to Head up the Member shared services team leading change, workforce planning, training and complaints.  Lina now heads up Member Insurance & Claims at ART. Working across all products and services from the ground up means she has a broad and deep knowledge of operations and their supporting functions including technology change and delivery. What Lina loves most is bringing teams together and delivering change to improve member experience and operational efficiencies.

Brian Smith

Brian Smith

Key Account Manager, Government Employees Superannuation Board (GESB)

Originally hailing from Kaurna Country (Adelaide), Brian came to Noongar Boodjar (Perth) 17 years ago where he fell in love with a land where the earth, water and sky meet. What was supposed to be only 12 months has no end in sight, Brian has done just about every job you can do for a profit-to-member Super Funds during the last 20 years of his career.

He participated in First Nations Foundation’s Super Big Day Out in 2019, in which his eyes were opened to the systemic challenges in engaging with superannuation for Aboriginal & Torres Straight Islanders. Since then, Brian joined GESB in 2020 as a Key Account Manager responsible for building relationships, providing education opportunities, and trying to make superannuation easier for GESB’s members. While working for GESB he has participated in a Jawun secondment in the Kimberleys, as well as participating in the WA Department of Justice’s Aboriginal Open Days and is a member of GESB’s Reconciliation Working Group.

Vanessa Hansen

Vanessa Hansen

Reconciliation and Policy Officer, Government Employees Superannuation Board (GESB)

As a Ballardong Noongar woman, Vanessa is passionate about improving outcomes for First Nations peoples through education, support, and the celebration of culture and Country.

Starting her career as an Aboriginal and Islander Education Officer where she advocated for and provided cultural education to schools, families and communities, Vanessa has since moved to the superannuation industry. Her belief is that financial education is pivotal to improving superannuation outcomes for Aboriginal and Torres Strait Islander peoples – and that organisations need to be open to exploring new ways to effectively support their First Nations members.

Annette Morgan

Annette Morgan

Director, Curtin Tax Clinic (CTC)

Annette is currently the Course Lead of taxation and a lecturer in taxation laws within the Curtin Law School at Curtin University and the Curtin Tax Clinic Director/Registered Tax which is the first pro-bono taxation clinic in Australia co-founded by herself. Annette also is the director of her own boutique taxation firm. Annette has been involved in taxation for in excess of 30 years and has enjoyed a variety of roles during this period.

She is a Chartered Tax Advisor with the Taxation Institute of Australia and the winner of their Chartered Tax Advisor of the year for 2021, Fellow of CPA Australia, the current President of the Australasian Tax Teachers Association and sits on the Legal Cost Committee Board as well as a variety of taxation boards. She has written several papers on a variety of topics and co-authors a number of taxation books.

Simon Keenan

Simon Keenan

Senior Policy Officer, Department of Justice

Simon is a Senior Policy Officer within the Department of Justice’s Aboriginal Justice Unit, responsible for developing policy and procedures to assist in the operation of Open Days and conducting analysis on the outcomes arising from Open Days.

Simon has worked in the public service for over 10 years exclusively within Aboriginal affairs. He has previous experience in managing reconciliation projects and in Aboriginal heritage.

Dennis Hodges

Dennis Hodges

Manager Aboriginal Justice, Department of Justice

Dennis is a Ngemba man from Bourke (Mount Gundabooka), New South Wales and is deeply committed to improving outcomes for Aboriginal and Torres Strait Islander people across Australia.

Dennis has been working for the Department of Justice since 2007, initially in a Prison Support Officer capacity and then managing the Prison Support Services and Aboriginal Visitor Scheme before becoming manager of the Aboriginal Justice Unit. Dennis specialises in engaging with Aboriginal communities and can connect with metropolitan, regional and remote communities in a respectful and empowering manner.

Carolyn Cartwright

Carolyn Cartwright

Managing Director/Financial Counsellor, MoneyMob Talkabout

Carolyn Cartwright is the Managing Director of MoneyMob Talkabout, a not-for-profit organization focussing on the economic wellbeing and empowerment of remote First Nations people. MoneyMob has a money hub in the APY Lands in far north South Australia. Recently, it has established a training arm, which delivers practical, plain English financial literacy education tailored to remote First Nations employees throughout northern Australia.

With a varied background in not for profit and local government, Carolyn has been at the helm of MoneyMob Talkabout since its commencement in the APY Lands in 2012. She has a Bachelor of Arts, Master of Policy and Human Services and a Diploma in Financial Counselling. She is presently undertaking the Graduate Certificate in Developmental Trauma through the Australian Childhood Foundation, prompted by wanting to better understand and work with the various manifestations of trauma experienced by MoneyMob's First Nations clients.

Carolyn is a community development worker at heart. She is passionate about demystifying money and advocating for economic and social justice for First Nations people, as well as creating opportunities for communities to find their own solutions to financial challenges.

 

Prior industry workshops

ASIC’s Financial Services Industry Workshop: Identifying and supporting First Nations consumers experiencing financial abuse – 14 March 2024

In March, ASIC’s industry workshop brought together representatives from across the financial services industry, including credit, banking, general and life insurance, superannuation and the debt collection sectors.

This workshop explored key themes including:

  • Building an understanding of financial abuse experienced by First Nations consumers through a deep-dive with consumer advocates,
  • Exploring community-led solutions on how financial service providers can deliver useful support to impacted consumers, and
  • Showcasing and providing examples of culturally safe responses that lead to strong positive outcomes for First Nations consumers.

Download

ASIC’s Financial Services Industry Workshop: Identifying and supporting First Nations consumers experiencing financial abuse – 14 March 2024 | Summary Document

ASIC’s Financial Services Industry Workshop: Understanding and responding to identification challenges for First Nations consumers – 30 November 2023

In November, ASIC held a workshop which brought together representatives from across the financial services industry, including credit, banking, general and life insurance, and the superannuation sectors. In holding this multi-industry sector workshop, we encouraged all sectors to share information and innovative approaches around the challenges experienced by First Nations consumers as they interact across the financial services system.

The themes explored in the workshop included:

  • A deep dive into some case studies of First Nations consumers interactions with industry identification verification processes, in discussion with consumer advocates,
  • Delving into guidance on supporting consumers without conventional forms of identification through adapted and embedded flexible processes, and
  • Sharing and discussion of examples of current innovative approaches developed by communities and industry participants.

Download

ASIC’s Financial Services Industry Workshop: Understanding and responding to identification challenges for First Nations consumers - 30 November 2023 | Summary Document

Indigenous Super Summit – 22 June 2023

In 2023, ASIC assisted in facilitating the 2023 Indigenous Super Summit. Prior to this year’s event, the Australian Institute of Superannuation Trustees (AIST) has successfully hosted a several Indigenous Super Summits between 2015 – 2019.

This Summit provided an opportunity for representatives from the superannuation industry to build an understanding of and discuss opportunities for progress in addressing the unique and often complex challenges First Nations peoples can experience with access to and engagement with their superannuation. You can read more about it in the Summit program highlights and Summit summary document below.

Download

Indigenous Super Summit - 22 June 2023 | Summary Document

ASIC’s Financial Services Industry Workshop – 29 May 2023

Following previous sector-specific industry engagements, ASIC hosted a virtual workshop bringing together the credit, banking, superannuation, and insurance industry sectors.

The workshop explored key themes relevant to enabling more accessible and culturally appropriate product and service provision to First Nations consumers. You can read more about it in the workshop program highlights and workshop summary document below.

Download

ASIC’s Financial Services Industry Workshop - 29 May 2023 | Summary Document

Sector specific workshops over 2021 and 2022

ASIC consulted with financial services industry sectors as part of the development of ASIC’s Indigenous Financial Services Framework (Framework). We facilitated and hosted three workshops with specific financial services industry sectors:

  • Credit and Banking sector (October 2021)
  • Superannuation sector (May 2022), and
  • General Insurance sector (June 2022).

The content and guest speakers for each workshop were tailored to each industry sector’s experience, engagement and level of public commitment to priorities for First Nations peoples.

Download

ASIC’s sector specific industry workshops - 2021 and 2022 | Combined summary document

More information

ASIC welcomes further engagement on our Indigenous Financial Services Framework and related initiatives. If you would like to find out more, please contact ASIC’s Indigenous Outreach Program at Indigenous.FS.Framework@asic.gov.au.

Last updated: 13/06/2024 12:33