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 (open financial firm 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Withdrawn |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 |
Please refer to the latest AFCA Annual Review for a full report of the previous 12 months.
