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
  • publishing information about how and what we report to ASIC
  • 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.