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Ethical Decision-Making in Indigenous Financial Services: QSuper Case Study.

Clare J M Burns1, Luke Houghton1, Deborah Delaney1

  • 1Griffith University, Nathan, Australia.

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Summary
This summary is machine-generated.

Integrating Indigenous storytelling and empathy transformed QSuper

Keywords:
EmpathyEthical decision-makingFinanceInclusive practice-financial inclusionIndigenousMoral awarenessMoral capacityStorytelling

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Area of Science:

  • Financial Services Ethics
  • Indigenous Customer Relations
  • Moral Capability Development

Background:

  • QSuper's exemplary service to Indigenous customers contrasted with predatory practices in the finance industry.
  • The Royal Commission into Misconduct in the Banking, Superannuation, and Financial Services Industry highlighted ethical service gaps.
  • Minimal literature exists on Indigenous storytelling's role in financial ethics.

Purpose of the Study:

  • To detail how QSuper shifted from minimal to moral awareness and capability in serving Indigenous customers.
  • To explore the impact of storytelling, empathy, and inclusive practices on ethical decision-making in finance.
  • To address the identified gap in understanding Indigenous storytelling for enhanced moral awareness in finance.

Main Methods:

  • Case study analysis of QSuper's service delivery to Indigenous customers.
  • Integration of Indigenous storytelling gathered from community visits.
  • Application of empathetic inquiry and inclusive practices in financial service delivery.

Main Results:

  • QSuper achieved a significant shift towards moral awareness and capability in serving Indigenous clients.
  • Storytelling and empathy fostered ethical decision-making, differing from standard functionalist finance approaches.
  • The study provides a model for enhancing moral capacity in financial services for vulnerable populations.

Conclusions:

  • Integrating Indigenous storytelling and empathy is crucial for developing moral capability in financial services.
  • Ethical financial service delivery requires understanding and respecting the lived realities of Indigenous customers.
  • This approach offers a pathway to improve ethical outcomes and customer trust in the finance sector.