In a stunning indictment of corporate Australia, three household names have been handed the nation's most dreaded consumer accolade - the 2025 Shonky Awards. Commonwealth Bank, online marketplace Temu, and health insurer HCF find themselves in the hall of shame following investigations by consumer advocacy group CHOICE.
Commonwealth Bank: The Banking Behemoth's Customer Service Crisis
Australia's largest bank has earned its place among the Shonky winners through what CHOICE describes as "catastrophic customer service failures." The investigation revealed alarming wait times, with some customers enduring over six hours on hold while attempting to resolve critical financial issues.
"When people are spending more time on hold with their bank than watching an entire season of their favourite show, something has gone terribly wrong," said CHOICE CEO Alan Kirkland. The bank's digital systems compounded the problems, with customers reporting endless loops of automated responses that failed to address their concerns.
Temu: The Dark Side of Discount Shopping
The Chinese-owned online marketplace faced scrutiny for its aggressive data collection practices and questionable product safety. CHOICE's testing uncovered multiple products failing basic safety standards, including children's toys with dangerously high lead levels and electrical items that posed shock risks.
"Temu's business model appears to prioritise data harvesting and ultra-low prices over consumer safety and privacy," the report stated. The platform's labyrinthine returns process and misleading discount claims further cemented its Shonky status.
HCF: The Health Insurer Failing on Mental Health
Australia's largest not-for-profit health fund received criticism for its mental health coverage gaps. Despite promoting comprehensive mental health support, investigation revealed significant limitations and unexpected out-of-pocket costs for members seeking psychological care.
"When Australians are facing mental health challenges, the last thing they need is insurance that doesn't deliver when they need it most," Kirkland emphasised. The discrepancy between advertised benefits and actual coverage proved particularly damaging for HCF's reputation.
The Shonky Legacy Continues
Now in their 19th year, the Shonky Awards have become Australia's premier platform for calling out corporate misconduct and consumer unfriendly practices. Past winners have included major airlines, telecommunications giants, and food manufacturers, with many subsequently improving their practices following public exposure.
CHOICE continues to urge consumers to research thoroughly before making significant purchases and to report problematic products and services to regulatory authorities. As one CHOICE representative noted, "The Shonky Awards remind corporations that Australian consumers deserve better than empty promises and substandard service."
