Australian Financial Complaints Authority

1800 931 678

Members 1300 56 55 62

info@afca.org.au

GPO Box 3 Melbourne VIC 3001

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Letting your customers know about AFCA

1800 931 678

Members 1300 56 55 62

info@afca.org.au

GPO Box 3 Melbourne VIC 3001

Factsheet – Letting your customers know about AFCA [PDF]

July 2018
The Australian Financial Complaints Authority, or AFCA is an independent external dispute resolution scheme authorised by the Minister for Revenue and Financial Services.

AFCA members need to ensure their customers are aware that they can bring a complaint to AFCA in accordance with ASIC Regulatory Guide 165. By 1 July 2019, members must also include AFCA’s contact details in their Financial Services Guide or Credit Guide and in other relevant disclosure documentation. Information about the disclosure relief provided by ASIC is available here.

Members must not use the AFCA name or logo in any way that implies endorsement of any financial firm, their products or financial and other services in general communications, including business cards, letterheads, emails, websites and other promotional material.
 

Key points

  • Members may use the AFCA name, contact details, and logo (optional from 1 November 2018) solely for the purposes of advising customers of their right to contact AFCA.
  • Members are requested to refer to us as Australian Financial Complaints Authority in the first instance. Subsequently, referring to us as AFCA is sufficient.
  • Members should ensure communications advising customers about AFCA include our new free call number: 1800 931 678.


Recommended referring copy
We recommend including this message (or similar) for customers on your website and dispute resolution related materials, including disclosure documents:
 

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au

Telephone: 1800 931 678 (free call)1
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

[1] Your customers can lodge complaints with AFCA on this number from 1 November 2018

Contact AFCA
Telephone: 1800 931 678 
Telephone (members): 
1300 56 55 62
Fax: (03) 9613 6399