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

Assessments Issued

Snapshot of Outstanding Assessments (By Age)

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

Service issue outcome summary July – December 2019

_{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.}