The Life CCC is an independent body established to monitor subscribers compliance with the Life Insurance Code of Practice (the Code). Our purpose is to ensure consistent and high-quality service standards are maintained for the benefit of consumers. This also works towards increasing trust and confidence in the life insurance industry.

What we do

The Committee undertakes a wide range of activities to effectively administer and enforce the Code:

  • Investigate Code breaches
  • Engage with stakeholders
  • Highlight good and bad practices
  • Share experiences and information
  • Identify emerging risks and issues
  • Guide compliance improvements

Monitoring compliance

The Committee monitors subscribers’ compliance with the Code in several ways:

  • Collecting self-reported breach data from subscribers
  • Investigating referrals received from consumers about possible Code breaches
  • Undertaking proactive and targeted investigations in specific areas

Priority Monitoring Framework

We focus on the important issues, particularly ones that are industry-wide, serious or systemic, to make the best use of our resources for the greatest impact.

Our Priority Monitoring Framework (PMF) supports us to manage our priorities and focus our work so we can help Code subscribers comply with their obligations.

The PMF sets out the four key elements of our priority monitoring cycle.

It explains the interconnected and complementary activities we undertake to monitor compliance, encourage best practice and identify priority focus areas.

The PMF is available on our website.

Our current priorities

In 2023-24 the Committee will continue to focus on our core functions and responsibilities:

  • Transition to a new Code – the Life Code of Practice 2.0
  • Governance and operational activities
  • Monitoring and enforcing subscribers’ compliance with the Code
  • Conducting compliance investigations of alleged Code breaches
  • Conducting Desktop Audits and Own Motion Inquiries as required
  • Providing industry guidance on Code compliance
  • Meeting reporting obligations, including publishing our Annual Report and Annual Industry Data Report
  • Engaging with stakeholders, including subscribers, regulators, government, consumer groups, and the Council of Australian Life Insurers (CALI)

Powers of the Committee

From 1 July 2023, if the Life CCC finds a Significant Breach or cannot agree on corrective actions, it has the authority to impose sanctions on insurers who breach the Code. We conduct robust monitoring so consumers know that subscribers will be held to account for breaches. You can read about recent sanctions.

Support for the Committee

The Committee is supported by the Code Compliance and Monitoring Team (Code Team) which operates as a separately funded business unit of the Australian Financial Complaints Authority (ACFA). The Code Team helps by engaging with subscribers and stakeholders, conducting monitoring activities, investigating alleged breaches, and providing administrative support.

Members of the Committee

Meet the members of the Life Code Compliance Committee.

 

Annual reports

The Committee publishes annual reports that detail the previous year’s activities, outcomes of compliance monitoring, and the focus of future operations. You can read the latest Annual Report on our website.

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