CHOICE The Shonky Awards User Manual

CHOICE The Shonky Awards

COMMENT

Parting words
The Shonkys as a force for change

It seems fitting that my final editorial for CHOICE is for a Shonkys edition, given the way that these awards have shaped my time at CHOICE. Fairness in the financial system has been a theme since my very first Shonky Awards, when we gave Cabcharge a gong for its outrageous 10% credit card surcharge. That was the start of a campaign that ultimately saw excessive charges outlawed in 2017. With the Commonwealth Bank’s Shonky ‘win’ in 2014, we shone a light on the financial advice scandals that saw many people lose their retirement savings. While the CBA wasn’t the only institution to have overseen a scandal, we were particularly irked by its slowness to recognise problems and compensate consumers, and by its lobbying to water down consumer protections. Little did we know at the time that these scandals were the beginning of a string of issues that would ultimately lead to the banking royal commission.
Dangerous products have been another key theme, with our 2017 award to major car manufacturers for failing to do enough to get Takata airbags out of cars. Despite evidence that these airbags could explode and  cause serious injury, Toyota, Honda, BMW and Mazda had been slow to warn drivers about the dangers. They’d also been replacing faulty airbags with new models that risked the same problems without informing owners. Our work on this issue led to the government initiating one of the largest mandatory recalls in Australian history, forcing manufacturers to deal with the problem. And then last year we gave an award to Qantas for being the ‘spirit of disappointment’ with its deteriorating service and complicated rules for travel credits. Qantas responded defensively at the time, but after another 12 months that saw the early departure of a CEO, a commitment to board turnover, and a backdown on travel credits, it looks like we were on the money. As a result, there’s now a serious debate about improving travellers’ rights when flights are delayed or cancelled. We have, of course, had fun along the way highlighting some products that were downright silly, but it’s the big issues that stick in my mind. They reinforce why it’s so important to have an organisation like CHOICE that has the courage to stand up to large businesses when they’ve done the wrong thing by their customers.  Seeing the delight with which our members react to the Shonky Awards and your fierce support for our work has been one of the greatest pleasures of my role at CHOICE. While I’ll no longer be involved in this work, you can feel confident that I’ll be cheering it on from the sidelines.

CHOICE

CHOICE gives you the power to choose the best goods and services, and avoid the worst. Wherever possible, we pay full price for the products we test, so we remain 100% independent. We don’t take advertising or freebies from industry. We’re not a government body and our consumer publishing and advocacy is almost entirely funded by membership. Memberships include online access and services such as CHOICE Help. CHOICE product ratings are based on lab tests, expert  assessments and consumer surveys. CHOICE staff also research a wide range of consumer services. They reveal the truth behind the facts and figures, and investigate the quality and the claims.

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Digital platforms need to do more to protect people from scams Have you ever seen an ad on Google or Facebook that doesn’t look quite right? Maybe it had a strange URL, or something in the advertising copy that read strangely. It could be a scam ad. A new CHOICE investigation has revealed tech giants like Google and Meta are failing to stop scammers from advertising on their platforms. CHOICE found many examples of ads across Google, Facebook and Instagram promoting websites that showed all the telltale signs of scams. A lot of the promoted websites imitated popular Australian retailers like Lorna Jane, Country Road, Peter Alexander, Seed Heritage and Decjuba. Scams are becoming more and more sophisticated, and scammers have access to many of the same tools that legitimate businesses do – like online advertising. This means it can be difficult to work out what’s genuine and what’s not when shopping online, and consumers can be tricked into handing over personal information or credit card details. Research from CHOICE has revealed two out of three people (66%) think digital platforms aren’t doing enough to protect people from scams. Large digital platforms like Google and Meta have some of the best technology in the world and should be putting it to maximum use to protect people from scams. However, our investigation revealed significant gaps in their approach. It’s clear we need mandatory rules for digital platforms to prevent scams, with strong penalties if they fail to comply. Sign the petition to add your support: choice.com.au/ScamsPetition.

ANZ fined, confesses to misleading customers

ANZ has been fined $15 million after it admitted to misleading customers for several years about funds that were available in their accounts.
The big four bank made the admission as the Federal Court found it had broken the law by falsely indicating customers with certain credit card accounts could make withdrawals of their “available funds” without incurring fees and interest. “Many ANZ customers relied on the account information displayed by the bank and were charged fees that were inconsistent with that information,” says Sarah Court, deputy chair of ASIC, which brought the legal action against the lender. The court found ANZ had often not cleared deposits into the accounts, leading to the available funds amount being larger than what was actually available for withdrawal without incurring charges.
Between 2016 and 2021, customers who obtained a cash advance based on these available funds were hit with fees and interest. The court found ANZ had not acted fairly and had failed to take timely action to address
the problem. The bank has already provided over $8 million to some of the customers affected, but will now have to pay the fine and further remediation to impacted customers.

ANZ home insurance not recommended

ANZ home and contents insurance has been recommended by CHOICE in the past. However, the policy has had a revamp and it may not be as highly recommended in future. Overall, the policy now covers less than it used to. While some policy features are better, such as the inclusion of accidental damage, other features like artworks and jewellery have lower limits. Previously, ANZ was one of only two insurers that offered total building replacement. The policy covered a rebuild regardless of the surge in building costs and other factors, such as new regulations that require you to re-build to a higher standard. The new policy no longer offers total building replacement, and policyholders must now nominate a sum insured, with the policy offering a 25% underinsurance safety net to cover any of those unexpected costs. CHOICE recommends total building replacement cover for areas where your home is at risk of natural disasters like flood, fire or cyclone, as it protects you against underinsurance. The only insurer in Australia that still offers this is AAMI with its Complete Replacement Cover.

NAB ‘deliberately took advantage’

when a bank pays a big fine for ‘unconscionable conduct’, it generally means the bank knew its actions were wrong but kept them up anyway. That’s the story with NAB, which was recently ordered to pay a $2.1 million penalty by the Federal Court for charging unauthorised transaction fees. “NAB continued to charge fees when it knew it lacked any entitlement to do so and omitted to tell its customers of that wrongful charging,” says ASIC deputy chair Sarah Court. “It took NAB over two years to stop charging these incorrect fees, which was clearly unacceptable.” The cause of the problem was NAB’s “inability to manage its own computer systems”. The Justice in the case had even stronger words, saying the bank “unjustifiably advanced its self-interest whilst knowing that its customers were oblivious to the wrongful charging that was taking place. It deliberately and cynically took advantage of its customers’ unawareness, and was prepared to allow the overcharging to continue whilst it searched, admittedly in good faith, but without any great diligence, for a solution”.  NAB’s infractions occurred between July 2007 and February 2019. At the time, $2.1 million was the maximum penalty for unconscionable conduct. In March 2019, the limit was raised to $15.65 million.

Final nail in the coffin for Cigno?

In early October, ASIC took payday lender Cigno Australia, its director Mark Swanepoel and subsidiary company BHF Solutions to court for providing loans to over 100,000 customers that were laden with over-the-top fees, often exceeding 600% of the loan amount. It was the latest chapter in a long-running saga involving multiple court actions by ASIC and aggressive pushback by Cigno. Consumer rights groups have called Cigno’s ‘no upfront charge loan model’ the most damaging debt trap on the payday loan market. ASIC deputy chair Sarah Court says the regulator “believes that this credit model has been designed to avoid consumer protection laws so as to enable these companies to charge significant fees to consumers, many of whom are   vulnerable and in financial distress”. The Consumer Action Law Centre and Financial Counselling Australia (FCA) both welcomed the ASIC action. “Cigno and BSF Solutions are blatant in their exploitation of people who are in financial strife, making their situations infinitely worse and it is time the law closed them down for good,” says Consumer Action CEO Stephanie Tonkin. FCA CEO Fiona Guthrie says: “This company has basically thumbed its nose at the law and is a perfect example of the damage that can be done before the regulator is able to catch up.”

Final major banking royal commission recommendation passes Parliament

In September, four years after the banking royal commission exposed scandal after scandal plaguing Australian financial institutions, the final remaining major recommendation from the commission was legislated by the federal Parliament. The Financial Accountability Regime (FAR) will introduce new accountability obligations on banks, insurers, and superannuation funds, with penalties for individuals who do the wrong thing. The regime means senior leaders of financial institutions can now be personally held to account for misconduct that occurs under their watch. Over the past four years, thousands of CHOICE members and supporters have used their voice to help get crucial banking reforms like this over the line – from signing the petition to fix the banks, to emailing their senators and sharing their stories. Together, we’ll keep fighting for fairer finance. JORDAN CORNELIUS

Telstra price pain in a cost-of-living crisis called out

The Consumer Action Law Centre has slammed Telstra’s announced $5 a week internet price increase, saying the company is making huge profits on the back of the pain of families. Consumer Action CEO Stephanie Tonkin says the price rise for internet bills follows recent price rises on mobile phone plans. “It’s another example in the trend of massive businesses posting billions in profits while at the same time increasing prices,  citing increasing costs as a driver,” says Tonkin. “As Australia’s leading provider of essential telecommunications and internet services, it is incumbent on Telstra to offer internet plans that people in hardship can actually afford.” The company did announce price savings for certain people on low incomes, but Consumer Action says this doesn’t cover everyone in financial hardship.

CHOICE and CFA give evidence at Aviation Senate Committee

CHOICE and the Consumers’ Federation Australia (CFA) gave evidence at the Senate Select Committee  on Commonwealth Bilateral Air Service Agreements in mid-September. The Committee was established to investigate the decision to block extra Qatar airways flights in Australia. It also opened up a broader discussion on consumer protections in the airline sector. CHOICE and CFA have been calling for increased consumer protections for a number of years to address the growing problems in the aviation industry. These problems include inconsistent and often unsatisfactory rights for consumers and considerable difficulties when consumers try to understand or exercise their rights to receive a remedy. CHOICE director of campaigns and communications Rosie Thomas outlined some key recommendations to the committee. “CHOICE and the CFA recommend the  federal government introduce minimum consumer protections for airlines and establish an independent travel and tourism industry ombudsman to replace the Airline Customer Advocate. In relation to minimum consumer protections for airlines, CHOICE and CFA recommend that these include a compensation scheme for delayed and cancelled flights; clearer rights to refunds, including additional refund protections for people experiencing financial hardship; minimum requirements for travel vouchers or credits; and minimum requirements for customer service, including during high-demand times.” CHOICE will be making a submission for the upcoming Aviation White Paper process. But we think these urgent reforms should be fast-tracked, rather than waiting for the completion of this process.

EnergyAustralia’s disclosure failure

The ACCC took EnergyAustralia to court in late September for allegedly breaching both the Electricity Retail Code and the Australian Consumer Law on the point of informing customers about price changes.
The code requires electricity retailers to communicate price information in a clear and simple way so customers can compare plans across different energy companies. That would include showing a ‘lowest possible price’, an estimate of what an
average customer would be charged over a year for a given
plan. The ACCC says EnergyAustralia made false or misleading representations about annual charges and also failed to state the percentage difference between its offer and the government’s benchmark reference price. “Correspondence from energy companies often contains complex information that is hard for consumers to decipher, which is precisely the problem that the Electricity Retail Code was introduced to deal with,” says ACCC chair Gina Cass-Gottlieb. “Households cannot do genuine like-for-like comparisons between different electricity plans unless every energy company complies with the code requirements on price offers. Non-compliance, particularly by a large company, can distort the process of shopping around for the best deal.” Since 30 September this year, the Australian Energy Regulator has also required retailers to provide a “better offer” statement, informing customers if they can get a better deal from the same retailer.   ANDY KOLLMORGEN

Elon Musk’s internet service told to follow Australia’s advertising rules

An internet provider owned by American billionaire  Elon Musk has been directedby the communications regulator to comply with telco consumer protections after it omitted information from an advertisement on its website. Following customer complaints, the ACMA investigated Starlink’s promotions and found it did not specify the end date on an advertisement for a “limited time offer”. Under the Telecommunications Consumer Protections Code, telcos must be transparent about when a promotion will end if it’s being advertised as being available for a limited time only. Starlink provides satellite internet and its promotion was advertising hardware and internet connections at a discounted rate. It’s also a subsidiary of SpaceX – a space company owned by Musk. Following the ACMA’s intervention, Starlink amended the promotion to include the end date of the offer. LIAM KENNEDY

It’s time to test superannuation products for retirees

As of March 2023, there were over 1.3 million super accounts in the retirement phase, with numbers expected to grow sharply. Analysis from research firm Rainmaker found most retirees will pay more in super fees during retirement than during their working years. But despite the retirement stage being vital, the regulator still doesn’t quality test any super products for retirees. Since 2021, it has tested many accumulation super products (those you have while working) to check that their performance and fees are competitive. Previous research from Super Consumers Australia found that the performance test reduced average fees for underperforming products. And most MySuper products that failed the test merged with a better-performing fund. The changes powered by the test  ultimately mean these fund members will enjoy more income in retirement. “The performance test we have now for accumulation super products has had a real impact and shows the need to test retirement products,” Super Consumers Australia policy manager Rebekah Sarkoezy says. “The Productivity Commission has previously highlighted that industry and regulators haven’t paid enough attention to how retirement products are working. Introducing quality testing for retirement products would be a game- changer, ensuring super funds do a good job managing Australians’ superannuation in retirement.”

Government’s Digital ID legislation and privacy reform position

It’s been a busy month in the world of consumer data policy, with two major announcements from  the federal government seeking to shake up our digital markets. First, the Department of Finance released draft legislation and rules on a Digital ID system. Digital ID is a voluntary system to give consumers an option to verify their identity without handing over their driver’s licence, passport, or other identity documents. It aims to be a “secure, convenient, voluntary and inclusive way to verify their ID online”, according to the government. This system, if it passes Parliament, would allow government and private-sector digital ID systems to be used to authenticate our identity to both government agencies and businesses. A related piece of legislation,  the Identity Verification Services Bill, has already been introduced to Parliament. Only days later, the Attorney-General announced the government’s long-awaited position on the Privacy Act Review. Most recommendations were either agreed to or agreed to “in principle”, the latter of which will require further consultation. A few other recommendations were only “noted” and won’t be pursued. Fortunately, many of the reforms recommended by CHOICE in our 20,000+ strong petition were agreed to, such as a fair and reasonable use test, removing the small business exemption, and an expanded definition of “personal information”. You can find out more at choice.com.au/privacypetition.

Government demands dating sites show users some love

The federal government is giving the online dating industry until the middle of next year to come  up with ways to better protect Australians, or face direct regulation. Dating app companies have been asked to collaborate on making a voluntary industry code of practice that will improve safety policies, support for users, and transparency about harms. “Dating apps are now the most common way to meet a partner in Australia, yet the level of violence experienced by users of these platforms is deeply concerning,” says Communications Minister Michelle Rowland. “Online dating platforms must do their part to end violence against Australians.” The ultimatum comes after the Minister convened a National Roundtable on Online Dating Safety earlier this year to examine ways to address sexual violence facilitated by online dating platforms, after research revealed three in four users had experienced this. Minister Rowland is warning platforms that if the   code does not materialise or isn’t deemed effective, the government will make the rules itself.  “I have made it clear that if the industry fails to improve safety outcomes for Australians, we will not hesitate to develop legislative options,” she says . LIAM KENNEDY

No love lost between consumer watchdog and eHarmony

The ACCC commenced proceedings in the Federal Court against dating site eHarmony in September, alleging the company made misleading statements to consumers about the length, duration and renewal of subscriptions. The conduct, which dates back to 2019 and the ACCC says is mostly ongoing, relates to statements of “free dating”, failure to display accurate prices, and early cancellation options. The consumer watchdog says they have received hundreds of complaints about the company. “Dating apps provide  important services that are used by many Australians to meet new people and make connections, and they have become an intrinsic part of many people’s social lives. These are personal services, and consumers may bring a different state of mind to these interactions than a commercial one. In addition, some consumers who use these apps may be more at risk from misleading or manipulative selling practices than they would be in other, less personal transactions,” ACCC Chair Gina Cass-Gottlieb says. “We allege that eHarmony deprived consumers of the chance to make an informed choice about whether to join this dating service and how much to spend in doing so.”  JARNI BLAKKARLY

Western Australia Consumer Protection calls out real estate racism

Consumer Protection Western Australia says it will stand behind any tenant calling out racism in the state’s real estate industry. “There is no place for racism in society – we will support any tenant who can provide evidence to help us shine a spotlight on hidden and often hard-to-prove racist behaviour in the industry,” Commissioner Trish Blake says.

The calls come after the body successfully took action against a real estate agent for sending an email to tenants that was littered with offensive and racist language. The real estate agent was suspended for eight months by the State Administrative Tribunal. “It is easy for people renting to stay quiet for fear of being kicked out or missing out on a rental. I urge anyone in the market to report any evidence of racism to us so we can investigate,” Blake says.
JARNI BLAKKARLY

Report reveals young people suffering poor mental health

Mental health conditions are disproportionately impacting young people (15–24 years old),  according to a recent report from the private health insurance industry’s peak representative body. The Private Healthcare Australia report shows that in 2022, one in three people under the age of 30 who had a private health insurance claim over $10,000 were hospitalised for mental health. There were over 7000 mental health claims of more than $10,000 by people under 30. Their average stay in hospital was almost a month (26 days), and more than 70% of them were female. The main conditions treated were depression, anxiety, eating disorders and substance abuse. Statistics from the Australian Institute for Health and Welfare also show that suicide is the biggest killer of young Australians. The situation is worse for First Nations people aged 24 and under, with suicide rates more than three times as high as for other Australians. Young people in general also have the highest rates of hospitalisation for intentional self-harm.  UTA MIHM

Fintech company pays for crypto claims

Afinancial technology company has paid more than $50,000 in penalties after it allegedly claimed that a crypto investment product was a stable option with guaranteed returns and as safe as a bank account. Bobbob Pty Ltd made the payment as part of a court-enforceable undertaking to the corporate regulator ASIC, which had misgivings about the business’ cryptocurrency-asset linked product. ASIC was concerned that Bobbob’s representations potentially misled customers about the product’s risks, characteristics and benefits,” says ASIC deputy chair Sarah Court. As a result, customers may not have fully understood the product they wer investing in.” Around 700 investors deposited approximately $1.6 million into Bobbob’s Savings Product, which ASIC believes was represented to customers as being approvedby the regulator, guaranteeing all   customers an interest rate of 7.6%per year and having the risk profile of a bank account. Bobbob has returned all customers’ funds (with interest) and has stopped offering the product.

LIAM KENNEDY

ACCC puts the brakes on Transurban

The ACCC has knocked back toll operator Transurban’s efforts to expand its already considerable reach by acquiring the EastLink toll road in Melbourne. It was a move by the competition regulator aimed at retaining a semblance of competition among Australia’s toll road operators. Transurban is by far and away the biggest, and already operates Melbourne’s CityLink toll road. It’s also in the process of building the West Gate Tunnel toll road in Melbourne, which it will also operate. EastLink is operated by Horizon Roads, the only other toll road operator in Australia. “The proposed acquisition would result in Transurban entrenching its position in Victoria, and prevent the entry of a rival operator which could compete closely for future toll road concessions in Victoria. Transurban would operate every single private-sector controlled toll road in Australia,” says ACCC chair Gina Cass-Gottlieb. In addition to its toll road assets, Transurban provides electronic tolling and tag-issuing services under the brand name Linkt.  ANDY KOLLMORGEN

RANTS AND RAVES

The rise of retail FOMO

Among the many reasons to be cheesed off with our big supermarkets – the growing ubiquity of self-checkouts, rampant shrinkflation, huge price rises and runaway profits – the one thing that makes me seethe with resentment more than anything else is the increase in invitations to join a rewards program. Of course, these programs are nothing new. For years now, we’ve been asked at nearly every retail establishment and website if we’d like to become a member. The thing that has changed for me is the way our big supermarkets have made it ever more difficult to say no when asked to join their creepy retail cults. Every time we  shop, we’re made aware of what we’re missing by refusing to take part. More and more it feels like I’m losing out by declining to give in and hand over  my information to the grocery giants. The problem is, I know if I do give in, it will just create a whole load of new quandaries. A case in point: one colleague described the inner turmoil she experienced when, for reasons of convenience, she found herself shopping at a rival supermarket to the one she usually visits and with whom she is a loyalty member. “But what about my points?” she found herself wondering, saying she experienced an underlying anxiety at the thought she might be wasting money. She lamented the increasing mental calculations she had to perform as she wondered whether or not it was worth buying from an alternative chain. This is what they want! It seems like our big supermarkets won’t be happy  until we, the shoppers, view every transaction we make outside of their stores through a lens of low-level unease. Because, in that scenario, the path of least resistance is to simply buy everything from them. Mission accomplished. And it isn’t just about what you get from being a member. More and more, we shoppers who resist the urge to sign up are being made aware of what we’re giving up by refusing to get on board. Gone are the days of the carrot. In late 2023, it’s all about the stick. The same colleague mentioned above noticed that the price of an item she regularly purchases went up by 50 cents in the space up by 50 cents in the space  of a week. But wait! If you’re a memberyou get a whopping 50 cents off. In other words, she paid the same as she had the week before in exchange fo handing over more data to our rapaciousgrocery retailersBecause, of course, it’s all about your data. Large retailers with big rewards programs can earn significant revenuefrom trading the data they collect  from you. Experts also warn that atracking technologies linked to rewards programs expand, the ability to create individualised marketing will also  increase. And with that comes thechance of personalised pricing. Is it fair that I could be charged more for that packet of my favourite biscuit (Venetian Slice, if you’re interested) because I choose not to give more of my data to the supermarket where I’ve spent literally hundreds of thousands of dollars in my adult life? I don’t think so.  Alas, it seems that by stubbornly refusing to give in and join up to the program, I’m increasingly only harming  myself. However, for the pig-headedsatisfaction of remaining true to myprinciples, I’m willing to bear that extra cost. Many others struggling with the increased costs of living aren’t in a position to resist those inducements, which ultimately means my futile act of resistance means very little to the greedy, data-hungry supermarkets.
MARG RAFFERTY

QI have a 2015 Mazda 2 that is comprehensively insured with NRMA. I am in the process of sourcing quotes for a new policy, and GIO and Suncorp have both told me they won’t insure me because the car has a few minor scratches longer than 10cm on the bumper. I don’t recall this restriction last year – are insurers allowed to refuse to insure me for this? To add insult to injury, I have now requested that GIO remove my personal details from the customer profile they created for me over the phone before they told me they wouldn’t insure me. GIO says they can delete my email and phone number but will still retain my name, address and date of birth. How can I get my full customer record deleted?

A CHOICE insurance expert Jodi Bird: There have been no structural changes to car insurance that would necessitate the insurer rejecting your car insurance application due to scratches. However, individual underwriters do update their risk requirements all the time, so which insurers will cover you and how much they charge can change over time. We can only suggest that you continue to shop around for an appropriate insurer. It is poor practise for GIO to retain your private information even though they won’t accept you as a customer. We suggest you question why GIO needs to keep that information and ask them to demonstrate that need. If they can’t, ask them to destroy or de- identify your details under Australian Privacy Principle 11.3.

QI see that your top-rated TV is the 65-inch LG OLED65B3PSA. I’m wanting to buy a smaller TV – could you advise if the 55-inch version of this TV would have the same high rating?

A CHOICE home tech  expert Denis Gallagher: Over the years, we’ve learned that we can confidently say the main players (LG, Samsung and Sony) deliver similar quality and performance for television models in the same series within a single size up or down. For example, I’d be happy to say you’ll enjoy a performance very similar to the 65-inch OLED65B3PSA we tested if you bought the 55-inch OLED55B3PSA. But as the display size variation becomes larger, we’re less confident to make this statement without testing the model. For example,  if we had tested the 55-inch model and you’d asked us about the 75- or 85-inch model, we’d be reluctant to suggest performance would be the same.

QI live in Far North Queensland in an extremely humid climate and am looking to buy a refrigerant dehumidifier. Although it can be cool here, it can also get very hot between October and April. I’ve read that this type of dehumidifier can add heat to your home. As I’ll likely want to use the dehumidifier a lot during the summer months due to high rainfall, I’m wondering if you think the additional heat generated will be an issue in a warm climate? Also, I’m tossing up between a few highly rated models. One has a ‘laundry mode’ and another doesn’t. Yet user reviews of the latter say it’s great for drying their laundry. I’d definitely like to use it for this, so what’s the deal with ‘laundry mode’? Is it really necessary for drying laundry or will the model without it still do the job well?

A CHOICE head of reviews and testing Matthew Steen: We test dehumidifiers in a set room size, with defined humidity and temperature levels – we control the variables to see how the product performs.  Any variation in those variables (like what happens in real-world environments) is going to result in changes in performance, but that’s why our testing is best thought of as a baseline guide. All powered products will add heat to a room depending on how long they’re running, and how much effort they have to put in. In an extremely humid climate like where you live, they’ll work really hard most of the time. One way to minimise the heat output of an additional appliance is to use a reverse-cycle air conditioner in dehumidifier mode (if you have one) instead of buying a dehumidifier. This also saves you from having to buy another appliance. As for ‘laundry mode’, this is basically marketing spin. All dehumidifiers remove moisture from the air, so they can all be used for this purpose. Simply place your dehumidifier in the area where you have your drying rack and close all the windows and doors, otherwise it’ll drag humid air in more easily from outside the room.

Q When I look at the toaster reviews I can’t see any mention of wattage as a factor in  the efficiency of a toaster. My mum’s brand new Russell Hobbs two- slice toaster seems to take a long time on the highest setting. Could this be related to the wattage?

A CHOICE test officer Adrian Lini: We do record the wattage of every toaster we test, but we haven’t noticed a linear correlation between higher wattage and faster toasting time. A toaster with a higher wattage might be able to toast faster, but it could actually end up burning the toast or toasting the exterior too quickly without warming up the inside. The most important difference is that a high-wattage toaster could have a greater range of browning settings to choose from because it can reach a higher ceiling of power compared to low-wattage toasters that may not be able to brown the bread as much within the usual 3 to 5 minute maximum toasting time. Ultimately, it really depends on the manufacturer’s design, and a high-wattage toaster may still be slow if that’s what the company thinks makes better toast.

References

• Australia's leading consumer advocacy group | CHOICE
• Australia's leading consumer advocacy group | CHOICE
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