The Australian Financial Complaints Authority (AFCA) is required by legislation to operate in a way that is accessible, independent, fair, accountable, efficient and effective.

Accountability requires us to operate as transparently as possible, while maintaining the confidentiality of parties to a complaint. Accordingly, we publish our determinations on our website on an anonymised basis. We also report publicly about our performance through a comprehensive Annual Review every year.

AFCA’s Constitution and Rules provide a comprehensive transparency and reporting framework to ensure we are publicly accountable.

We also provide quarterly reports to the Australian Securities and Investments Commission (ASIC).

We provide a service that is accountable in a number of ways, including:

  • publishing and providing access to our decisions
  • reporting on our performance in our Annual Reviews and other regular reports we publish
  • conducting industry and consumer forums and sharing information about our operations and performance
  • having a robust complaint resolution process that allows a decision maker to review an assessment previously issued by a case worker and reach a different view
  • publishing approaches and guidance on how we deal with complaints
  • having available a complaints and feedback process for users of our service who wish to complain about our standard of service. This includes an Independent Assessor who independently reviews complaints about our standard of service.


Our service is also subject to a regular independent review. We will publish all independent review reports and the actions we take to address any independent review findings and recommendations.


Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at and


We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Welcome to our live chat help service.

An agent should be with you shortly.