Reporting period: July-December 2019

Independent Assessor: Melissa Dwyer

 

Key messages

  • I received 71 complaints during the six months to 31 December 2019, an increase of 60% compared to the previous six months.
  • A total of 78 complaints were closed during the period, 33 of which were closed upon the issue of an assessment. The other 45 were closed because they were specifically excluded from my jurisdiction by the Independent Assessor’s Terms of Reference.
  • Forty two percent of complaints assessed had one or more issues substantiated. There was an average of six issues in each complaint, but the one complaint that was substantiated in full only contained one issue.
  • During the period I recommended:
    • apologies be made to 14 complainants
    • a total of $6,200 non-financial compensation be paid
    • other action be taken in two complaints.

Analysis

Complaints to the Independent Assessor

 

1 July to 31 December 2019

New Complaints Registered

 

71

Complaints Closed:

 

 

           Assessments Issued

33

 

           Outside terms of reference (time period expired)

3

 

           Outside terms of reference (merits-based complaint)

10

 

           Outside terms of reference (ongoing AFCA dispute or complaint)

18

 

           Outside terms of reference (complaint not yet made to AFCA)

10

 

Outside terms of reference (other)

2

 

Withdrawn

2

78

New Complaints Added to Queue/(Queue reduced)

 

(7)

Assessments Issued

 

1 July to 31 December 2019

Complaint substantiated (in part or fully)

14

Complaint not substantiated

19

 

33

Snapshot of Outstanding Assessments (By Age)

 

Total

<30 days

1-3 months

3-6 months

>6 months

As at 30 June 2019

30

6

7

9

8

As at 30 September 2019

29

4

17

6

2

As at 31 December 2019

25

3

12

8

2

Complaints about AFCA’s service July - December 2019

  • AFCA received 456 complaints about its service in the six months to 31 December 2019. 419 service complaints were investigated, responded to and finalised during the period.
  • The average age of service complaints closed in the six-month period was 25 days.
  • Service complaints received between July and December 2019 represented 1.2% of financial firm complaints that AFCA received in the period.
  • 85% of issues raised in service complaints finalised during the period were not substantiated. 
  • Of the service complaint issues that were substantiated, most related to standard of services issues, with the four most common issues substantiated being delay (44), failing to reply to calls or correspondence (9), failing to keep parties informed about the progress of their complaint (8) and incorrect or insufficient information being provided (8).
  • Clarification of our process or a decision we issued or providing an apology for any service related issues upheld were the most common outcomes for services complaints finalised in the period.

Summary of service complaints received and closed July – December 2019

Period

Total Complaints Received

Total Complaints Closed

July – December 2019

456

419

Service issue outcome summary July – December 2019

ISSUE TYPE

Substantiated

Total

Determinations

SUBSTANTIATED

14

 

UNSUBSTANTIATED

211

Membership/ Finance Related

SUBSTANTIATED

7

 

UNSUBSTANTIATED

16

Service

SUBSTANTIATED

94

 

UNSUBSTANTIATED

442

Total

 

784

Some service complaints have more than one issue raised. This means that the number of complaint issues are greater than the number of complaints received or closed.