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The Independent Assessor reviews complaints about the standard of AFCA’s service and works independently of AFCA’s internal complaints process. The Independent Assessor does not have the power to review the merits or substance of an AFCA decision on a financial firm complaint. 

Before the Independent Assessor can consider a service complaint, the following must apply:  

  1. Your related financial firm complaint has been closed (unless exceptional circumstances apply)
  2. AFCA has been provided with an opportunity to address your concerns (i.e. you must first have submitted your complaint to AFCA and received a response)
  3. It is fewer than three months since you received AFCA's service complaint response.

Find out more

Frequently Asked Questions

Your details

I am lodging this complaint
State

Your AFCA case numbers

Is this case closed?
The Independent Assessor cannot consider your complaint until the dispute case is closed, unless there are exceptional circumstances.
If you have not complained directly to AFCA, you need to do so first. You can lodge a complaint here https://apps.afca.org.au/feedback

Your complaint

A copy of your complaint form will also be provided to the AFCA Service Complaints Team.

Further information

One file only.
1 MB limit.
Allowed types: txt, rtf, pdf, doc, docx, odt, .
How did you hear about the Independent Assessor?

Representative details

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