The latest example is the shortchanging of hundreds of thousands of customers with mortgage offset accounts. “One of the things about these … offset account failures is it’s very difficult for a customer to work out for themselves,” says ASIC chair Sarah Court. Some of the more egregious behavioural issues uncovered by the royal commission were also not particularly widespread. The Australian Banking Industry reckons 99 per cent of those with offset accounts are paying the correct interest. The regulator has decided against naming and shaming financial institutions caught in the offset issue.