Consumer Protection Navigate regulatory challenges with expert guidance. Our goal is to ensure that you meet your organisation’s needs, adhere to regulatory expectations and leading industry practices, and build sustainable compliance capabilities to support future growth.Disruptive technologies, evolving customer loyalty, and pressure to enhance economic returns define just some of the challenges financial services organisations need to overcome. The dynamic regulatory landscape and increased emphasis on cost reduction only add to the complexity of achieving profitable growth.Regardless of your organisation’s complexity, our experts partner with you to evaluate your compliance programme design and operational effectiveness. Evaluate your compliance programme design and operational effectiveness Our Consumer protection services Pro Briefcase Compliance Management Programme Services Perform a holistic assessment of your compliance management programme to define its consistency with regulatory expectations and leading industry practices. We also evaluate action plans to address gaps with your compliance programme and related improvement opportunities. Pro Document Files Consumer Compliance Regulatory Reviews Assess regulatory compliance with federal and state consumer protection laws at the programme or product level and perform reviews informed by prudential regulator examination procedures. Using regulatory examination procedures as a baseline, Protiviti develops a testing methodology to assess your practices across product lifecycles, including or limited to marketing, origination, servicing, and loss mitigation. Pro System Security Regulatory Consent Order and Remediation Support Services Support our clients with every stage of the remediation lifecycle, including the development and approval of a remediation plan, execution of the remediation plan, monitoring and validation as requested or required by regulatory action. Pro Building office Compliance Operations Support Services We assist our clients from call centers to loan processing, with creating, operating, and overseeing workflows efficiently, enabling compliance with laws and regulations. We scale our solutions to fit your specific needs. Pro Document Stack Compliance Audit Support Protiviti’s team of former regulators and consumer compliance experts support you in designing, managing, and performing audits to assess compliance with regulatory requirements and expectations. Regulatory compliance audits can be complex and place strain on your resource capacity. You need a partner with a proven track record of supporting various audit activities using co-source, outsource, or staff augmentation models. We tailor our solutions to meet your organisation’s unique needs and industry Our approach Our proven frameworks and methodologies are defined yet iterative, enabling us to be agile in adapting to changing product, organisational, and regulatory environments. Our Consumer Protection consulting team includes industry experts, former regulators, and highly skilled staff with experience helping our clients navigate the most complex and sensitive consumer compliance matters.Protiviti combines world-class consumer compliance expertise, and the largest network of highly skilled specialised staffing resources to address your consumer compliance needs through compliance programme management, regulatory reviews, consent and remediation support, and operations and audit support. We tailor our solutions to meet your organisation’s unique needs and industry. Download We tailor our solutions to meet your organisation’s unique needs and industry Featured insights WHITEPAPER Crypto Compliance in Focus: Regulatory Views Across the US, UK, EU and APAC 18 min read The bases for the appeal of crypto assets vary across interested parties: potential for high returns, diversification, user control, anonymity, customer demand, low-cost global payment capability, and the oft-expressed FOMO (fear of missing out),... WHITEPAPER Navigating the Financial Services Industry’s Compliance Priorities in 2025: Mid-Year Checkpoint 16 min read When we published our 2025 compliance priorities for financial services companies last December, we acknowledged that for a variety of reasons, understanding and managing compliance risks this year would be a true test of the industry’s commitment... PODCAST Risky Women Podcast | Adoption of AI to Support Second-Line Functions 2 min read Explore AI in risk management on the Risky Women Podcast. Learn about AI's impact on regulatory compliance, stakeholder trust, and efficiency in risk management. PODCAST Risky Women Podcast | 2025 Top Compliance Priorities Mid-Year Check-In 3 min read Kimberley Cole welcomes the dynamic duo of Carol Beaumier and Bernadine Reese from Protiviti for an engaging mid-year check-in on compliance predictions for 2025. With the ever-evolving landscape of risk regulation, they dive into pressing topics... INSIGHTS PAPER Part 2: Risk transformation and the intersection with business transformation 11 min read Risk maturity is a measure of an organisation’s risk management capabilities and culture. As organisations raise their risk maturity, it enhances elements across governance and framework, processes, people and organisations, methodologies, systems... Previous Article Pagination Next Article Leadership Mark Burgess Mark is a managing director and Protiviti Australia's risk and compliance solution lead. With over 17 years of risk and regulatory compliance experience in the financial services industry, he has a proven track record delivering deep insights for his clients.Mark has ... Learn More Matthew Pirera Matt is a managing director in Protiviti Australia’s risk and compliance team and is responsible for leading the delivery of best practice solutions across Protiviti’s key clients. Matt is the national financial services industry lead, also leading the Protiviti ... Learn More Case Studies Consent Order Support A global consumer and commercial card lender with over $150 billion in assets under multiple consent orders pertaining to specific regulatory violations required retention of an independent consultant to review the client’s entire compliance framework and process, along with assessing the adequacy of overall compliance staffing levels. Additionally, our client required ongoing monitoring and board-level reporting of remediation efforts. We performed a comprehensive review of the lender’s compliance framework, related processes, and controls to identify opportunities to strengthen their compliance plan further. This involved documentation reviews, interviews with key stakeholders, and an overall assessment of their compliance framework against industry standards, including an evaluation of staffing levels and skills assessments. Our team also built out reporting capabilities that enabled timely communication to the board and senior management on remediation activities. We provided a detailed evaluation of their compliance plan that included opportunities for enhancement and a roadmap of activities to achieve the target operating state. This provided the lender additional insights to strengthen their compliance plan submission and receive regulatory approval. CFPB Readiness Assessment A top U.S. consumer reporting agency that also offers fraud and identity theft, account management, and debt recovery services recently became subject to supervision by the CFPB. Management requested an independent evaluation of the strength of its compliance risk management program for consistency with CFPB requirements and expectations and their readiness to demonstrate both technical compliance and the effectiveness of their compliance management systems to the CFPB. We staffed a team of former regulators and industry professionals to review the consumer reporting agencies' compliance risk management program leveraging Protiviti’s proprietary Compliance Framework. This included an in-depth review of all compliance risk management components, including consumer complaints management, risk assessment, regulatory change management, monitoring and testing, compliance governance, and issue management frameworks. We provided a detailed report that included a current state assessment of their compliance risk management program components, gap assessment of current state in comparison to regulatory expectations and industry standards, program maturity assessment summary, and a compliance implementation roadmap. We also supported implementation of program enhancement opportunities. Frequently Asked Questions What services do consumer risk consulting firms offer? + Consumer risk consulting firms in Australia provide a wide range of consumer protection services, including compliance assessments, risk management strategies, customer service audits, and guidance on regulatory compliance with global and local laws such as the GDPR, Australia’s Privacy Act, and Australian Consumer Law (ACL). They also assist in resolving consumer complaints, strengthening consumer rights policies, and helping organisations build more resilient consumer risk frameworks. How do consumer risk consultants help mitigate legal risks for organisations? + Protiviti’s consumer risk consultants in Australia assess an organisation's policies and procedures to ensure they meet legal standards and comply with consumer protection regulations such as the ACL and ACCC requirements, reducing the risk of litigation and regulatory penalties. By conducting audits and embedding best practices, consumer risk consultants help businesses navigate complex legal environments, ensuring that both the organisation and its customers are protected. How can consumer risk consulting services help organisations enhance customer trust? + Consumer risk consulting services help Australian businesses foster trust by ensuring compliance with consumer protection laws, identifying risks in customer interactions, and recommending strategies to improve transparency, fairness, and accountability. They guide organisations in implementing ethical practices, reducing legal exposure, and ensuring consumer rights are prioritised. What is consumer risk management? + Consumer risk management is the process of identifying, assessing, and mitigating risks that impact customers, ensuring compliance with consumer protection regulations while building trust and safeguarding business reputation. It involves monitoring policies, controls, and customer interactions to prevent harm, reduce legal exposure, and strengthen resilience. Protiviti’s consumer risk consulting helps Australian organisations design and enhance these frameworks effectively. What are the latest trends shaping consumer risk management in financial services? + In Australia, consumer risk management is being shaped by stronger scam-prevention frameworks, ASIC’s growing focus on fair consumer outcomes, and heightened obligations under the Consumer Data Right. Financial institutions are also investing in AI-driven compliance monitoring, digital identity verification, and real-time fraud detection to enhance consumer protection, build trust, and align with evolving regulatory expectations. What is consumer protection in Australia, and how does Protiviti help organisations ensure compliance? + Consumer protection in Australia refers to laws and regulations, including Australia’s Consumer Law and ACCC, and ASIC guidelines, that safeguard customers from unfair practices, misconduct, and financial harm. Protiviti Australia helps organisations ensure compliance by providing consumer risk consulting, compliance reviews, remediation support, and tailored risk management strategies that strengthen consumer trust and meet regulatory expectations. Why is consumer protection critical to business growth and profitability? + Strong consumer protection helps organisations build long-term customer trust and loyalty while reducing the risk of disputes, fraud, and reputational damage. By embedding consumer risk management into business strategies, Protiviti supports businesses to enhance customer satisfaction, improve retention, and support sustainable growth and long-term profitability.
