How Australian financial firms can resolve cases faster and strengthen customer trust.
Remediation solved.
Shifting customer remediation from people-led to a platform-led process through end-to-end automation, purpose-built for Australian banks.
600%
Increased remediation efficiency
2x
Annual incident output
$51M
Average annual cost savings
4 week
Remediation cycle
Trusted by leading banks across Australia
Accurate, fast and cost-effective remediation
Move from a people-led to a platform-led remediation process
Bluline replaces resource-intensive remediation programs, spreadsheets, and manual controls with an end-to-end, repeatable platform-led process.
Banks can scale remediation output and clear aging incident backlogs without increasing manual effort or human capacity, while the platform remains installed within their secure environment, meaning your customer data stays within the bank.
The result is lower effort, faster execution, reduced manual risk, and consistent control across the remediation lifecycle.
Automate remediation lodgement
Bluline automates remediation lodgement from determining customer eligibility, compliance checks through to payments, initial communications, and ASIC-ready outputs.
ACE supports complex edge case scenarios, including deceased estates, deregistered entities, trusts, and merchants, while reducing the manual effort required to prepare, verify, and lodge remediation activity.
Compliant by design in line with ASIC’s RG 277, the platform maintains the controls, audit trail, and evidence needed by accountable executives, risk teams, and regulators.
Automate customer follow-up and reasonable endeavours
The Service Hub and Customer Portal automates reasonable endeavours to capture residual customer payment instructions through; scheduled multi-channel communications, customer portal access, contact success tracking, response capture and detailed case management.
The Hub provides a single source of truth for the incident, giving customer support teams complete visibility, while the portal allows customers to securely provide payment details online.
Banks can reduce manual handling, resolve outstanding payments sooner, and maintain the evidence required to demonstrate fair customer outcomes in line with RG 277.
Automate remediation, accelerate resolution
It's a common misconception that you cannot automate processes if they have a high degree of variance and complexity, but you can! Our approach actively automates your remediation from end to end – from identifying impacted customers to closing incidents.
1. Determine payment eligibility
Gather details of potentially impacted customers and rules for calculating impact
2. Calculate customer impact
Use rules to review identified customers to determine principal loss and other impacts
3. Conduct compliance checks
Check compliance to determine deceased customers, bankruptcy, fraud, and more
4. Assign payment method
We cover every payment option, from payment into open accounts to payments to third parties – that is, ASIC or charity and exception scenarios
5. Generate email, letter, or SMS
Communicate specific incidents to customers, detailing how they’ve been impacted
6. Execute and confirm payment
Ensure seamless execution and confirmation of remediation payments
7. Simplify customer follow-up
Streamline payment follow-ups, demonstrating reasonable efforts, with automated tracking and customer contact management
8. Close out incidents and charity payments
Gain clear closure, reporting, and transparency after completing payments
An uncommon approach for uncommon success
Bluline provides an end-to-end, fast, cost-effective platform enabling your remediation team to realise bankable results.
With a deep understanding of the challenges and churn of being in the remediation trenches, we knew there had to be a better way than simply throwing more team members and cumbersome manual processes at remediation. We set out to find it – and we did.
Bluline’s remediation platform brings sophisticated automation to even the most complex or clunkiest remediation programs.
From determining customer eligibility at the start of the remediation process to ultimately ensuring receipt of customer payments, our end-to-end solution delivers high-quality, bug-free, and accurate outcomes with cutting-edge technology.
Client testimonial
“Bluline’s technology and engineering-first approach ensured seamless integration with our existing systems, allowing for minimal disruption and maximum impact. Their team worked hand in hand with Westpac and embedded themselves within our operations to create a tailored solution that meets both regulatory and business needs. Their deep collaboration, expertise, and commitment to delivering real results have been game-changing for the bank.”
Discover insights from Bluline
View all insightsView all insightsBluline Technologies takes is an engineering-first approach that simplifies remediation from start to finish—integrating all critical remediation stages into one seamless platform.
Key metrics, strategies, and tools can help you gauge the impact of your bank’s customer remediation efforts so you can improve processes and deliver better outcomes.
Join the evolution
Start your journey today and gain a competitive advantage with Bluline's automated customer remediation platform.