2020–21 Annual Review

Open cases

As at 30 June 2021, AFCA had 16,423 open cases. Over half (51%) of these open cases were less than 60 days old.

The age of open cases is impacted by a number of factors. These include the referral back timeframe, which varies from 21 to 90 days depending on the product and/or issues raised by the complaint.

We have also been cognisant during COVID–19 of granting extensions of time to firms and customers who have been unable to meet deadlines and get relevant information to us.

Complaints handled through our Fast Track and Financial Difficulty processes generally have a lower age profile than those complaints that raise multiple and more complex issues.

AFCA has implemented a series of efficiency initiatives designed to deliver the fastest pathway to resolution. We know that timeliness is a key aspect of a fair process.

These measures include the development of specialist teams, strengthened workflow management and triage mechanisms, enhanced exception reporting, aged file prioritisation, key performance indicators for timeliness, and enhanced communication to keep parties informed of progress.

Open cases by age
Open cases by age chart
Age Percentage
0–30 days 32%
31–60 days 19%
61–180 days 28%
181–365 days 12%
Greater than 365 days 9%
Open cases by stage of the process they are at 1
Stage Percentage
At Registration 36%
At Case Management 38%
At Rules Review 4%
Preliminary Assessment 12%
Decision 11%
Open cases by product type
Open cases by product type chart
Product type Percentage
Banking and finance  47%
General insurance 25%
Investments and advice 14%
Superannuation 10%
Life insurance 4%


1 Percentages have been rounded and, as a result, do not total to 100%.

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