2020–21 Annual Review
Contents
- About this Annual Review
- Board Chair message
- Chief Executive Officer and Chief Ombudsman message
- About us
- Strategic plan
- Year in review – strategic initiatives
- Year at a glance
- Membership
- Complaints
- Who complained to AFCA?
- Overview of complaints
- Open cases
- Complaints closed by AFCA
- Banking and finance complaints
- Scams
- General insurance complaints
- Superannuation complaints
- Investments and advice complaints
- Life insurance complaints
- Financial difficulty complaints
- Small business complaints
- Complaints lodged by consumer advocates
- Legacy complaints
- Conciliation
- Complaints outside the Rules
- Systemic issues
- Naming financial firms
- Significant events
- Stakeholder engagement
- People and culture
- Feedback about our service
- Independent Assessor Report
- Corporate information
- AFCA General Purpose Financial Report 2021
- Code compliance and monitoring
- Previous schemes
- Appendix 1
Naming financial firms
AFCA is committed to being open, transparent and accountable to the public.
We understand that we play an important public role and recognise that transparency in our data and decisions is essential to rebuilding trust in the financial sector.
AFCA publishes determinations in a form that identifies the financial firm against which the complaint is made, but does not identify the other parties to the complaint.
A determination will not be published if doing so would risk identifying any party other than the financial firm, or if there are other compelling reasons not to publish it.
In 2020–21, AFCA published 4,324 decisions in which the financial firm was named.
Six decisions were not published due to compelling reasons provided by the financial firm, pursuant to Rule A.14.5.
