WHO is Max Bourke?
According to his profile on social networking site Facebook, he's a single, energetic guy who loves his footy, poker, and is always up for catching a flick.
He appears fit and confident he lists running, swimming and surfing as things he likes to do and the photograph he's chosen as his profile picture is one of himself working up a sweat on the beach, topless.
"Max and [actress] Jessica Alba are in love," Bourke jokes on his home page. "She just doesn't know it yet."
Overall, he seems quite ordinary. He's got a bunch of friends not many as far as Facebook friend tallies go, but pulls in a decent number at 81.
Particularly decent, given Max Bourke doesn't exist.
ANZ, one of Australia's big four banks, yesterday started an investigation into allegations one or more of the bank's Melbourne-based unsecured debt collections staff created a fake Facebook profile to gather information on customers with bad credit that have "skipped" (left their previous addresses without informing the bank).
The allegations involve collections staff using Facebook as a tool to entice customers into providing details about themselves and their location. As Max Bourke's profile doesn't identify the ANZ in any way, customers who have befriended him online may have provided information unknowingly.
Last night ANZ spokesman Stephen Ries confirmed a member of their unsecured debt collections team set up Max Bourke's fake Facebook profile to contact missing customers. The team worked with customers with personal loans and credit cards.
"This type of rogue activity is neither approved nor sanctioned by ANZ and it is completely unacceptable," he said in a statement.
"Disciplinary action will be taken where any staff member is found to have breached ANZ's code of conduct and our policy on the use of technology.
"We are taking this matter incredibly seriously and we'll take appropriate disciplinary action when the internal investigation is concluded."
According to sources, a "large number" of ANZ customers were added as friends to the fake profile. The customers could have accepted Facebook friendship with Bourke without knowing him.
The internal Facebook investigation comes as police investigate allegations of a drug trafficking network operating out of an ANZ office in Melbourne.
While the drug claims also allegedly involved debt collections staff, Mr Ries said the fake Facebook incident was "completely separate and involves different people". The bank staff accused of having bought or sold drugs have already left the bank and worked with mortgage collections in their former roles, while the employee who allegedly created the Max Bourke page worked with unsecured collections.
Meanwhile, the manipulated Bourke identity seems to have "skipped", not unlike the customers he set out to lure. Hours after The Age contacted ANZ media yesterday, the fake Max Bourke profile had been removed. A spokesman for the Australian Competition and Consumer Commission said it could not comment on the alleged misuse of Facebook.
However, debt collection guidelines published by the ACCC and Australian Securities and Investments Commission warn collectors against misleading appearances or actions.
Frequently Asked Questions about this Article…
What was the ANZ 'Max Bourke' fake Facebook profile incident?
ANZ staff in its Melbourne unsecured debt collections unit allegedly created a fake Facebook profile under the name "Max Bourke" to contact missing customers. The profile did not identify ANZ, and customers who friended it may have provided personal information unknowingly. ANZ has launched an internal investigation and said the profile has since been removed.
Which ANZ customers were targeted by the fake profile?
According to the article, the activity focused on customers of unsecured products — specifically personal loan and credit card holders — who had "skipped" (left previous addresses without informing the bank) or were otherwise missing.
Has ANZ confirmed the fake profile and who spoke on behalf of the bank?
Yes. ANZ spokesman Stephen Ries confirmed that a member of the bank's unsecured debt collections team set up the fake Max Bourke Facebook profile. ANZ described the activity as "rogue", said it is unacceptable, and promised disciplinary action where staff are found to have breached policy.
What actions has ANZ said it will take after the fake Facebook profile was revealed?
ANZ said it is taking the matter "incredibly seriously", is conducting an internal investigation, and will take appropriate disciplinary action against any staff who breached ANZ's code of conduct or technology-use policies. The fake profile was removed shortly after media inquiries.
Are regulators involved, and what guidance applies to this kind of debt collection behaviour?
The Australian Competition and Consumer Commission (ACCC) would not comment on the alleged misuse of Facebook, but the ACCC and the Australian Securities and Investments Commission (ASIC) publish debt collection guidelines that warn collectors against misleading appearances or actions. Those guidelines are relevant to this situation.
Is the fake profile connected to other investigations at ANZ, like the drug trafficking claims?
The article says police are investigating separate allegations of a drug trafficking network operating out of an ANZ office in Melbourne. ANZ has stated the fake Facebook incident is "completely separate" and involves different people from those linked to the drug claims.
What risks does this incident pose for ANZ investors and how should they respond?
The incident raises potential reputational and regulatory risk for ANZ while investigations continue. Everyday investors should watch for official updates from ANZ and any regulator announcements that could affect the bank. Monitoring news and ANZ’s public disclosures will help stay informed about outcomes and any material impacts.
If a customer suspects they were contacted by the fake Max Bourke profile, what should they do?
Customers who think they were contacted by a fake ANZ profile should contact ANZ directly through official channels, check their accounts for unusual activity, and report any suspicious contact. Because the profile did not identify ANZ, customers may also consider reporting the incident to relevant authorities or consumer protection bodies if they believe their personal information was used without consent.
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