Year published
AFCA opens consultation on proposed Rules changes
27 March 2023
The Australian Financial Complaints Authority is opening public consultation on proposed changes to the rules that govern its work helping consumers and financial firms to resolve complaints.
Codes of Practice and AFCA
24 March 2023
Industry Codes of Practice play an important role in uplifting industry standards, reducing disputes and delivering better consumer outcomes. Codes of Practice are integral to AFCA’s assessment of what is fair and what good industry practice looks like.
Update to post-remediation complaints process
24 March 2023
AFCA has updated its processes regarding how it handles complaints that arise from remediation programs (or post-remediation complaints). As part of our ongoing commitment to efficiency and improved stakeholder experience, this update removes complexity in the overall complaint resolution process and provides increased opportunity for early resolution of post-remediation complaints.
AFCA welcomes latest initiative on scams
06 March 2023
The Australian Financial Complaints Authority (AFCA) has welcomed the latest initiative from a major bank aimed at protecting customers from potential scams.
User charge estimates
27 February 2023
To ensure members have the information they need to forecast and budget for AFCA fees and charges in FY24, AFCA will produce user charge estimates for applicable members (those who received six or more complaints in the financial year).
Updates to the AFCA Datacube – validation reminder
27 February 2023
AFCA will soon be updating the AFCA Datacube to include data about complaints received from 1 July 2022 to 31 December 2022.
New member factsheet: general insurance complaints about flood claim decisions
27 February 2023
AFCA has published a new factsheet for general insurers about flood claim decisions.
Complaints update January 2023
27 February 2023
AFCA received 7,457 complaints in January 2023, an increase of 35% compared to January 2022. In the first month of 2023, AFCA closed 7,279 complaints. More than 60% of complaints were resolved at Registration and Referral, while 5% were closed at Rules, 28% at Case Management and 4% at Decision.
AFCA updates Approach to superannuation fees and charges
23 February 2023
AFCA has updated its Approach to superannuation fees and charges – making a number of changes to address ‘grandfathered’ commission arrangements and updating its case studies.
New EDR response guides: transaction complaints
21 February 2023
AFCA has published three new External Dispute Resolution (EDR) response guides to assist members in preparing quality EDR responses for scams (authorised transactions), chargebacks and disputed transactions.
