2020–21 Annual Review

Strategic plan

Purpose

To provide fair, independent and effective solutions for financial disputes.

Vision

To be a world-class ombudsman service:

  • improving practices and minimising disputes
  • meeting diverse community needs
  • trusted by all.

Strategy statement

Working with consumers, small business and industry we will resolve and reduce financial disputes through innovative solutions, education and communication. We will deliver services to the Australian community that are easy to use, free for complainants, efficient, timely and impartial.

Goals

Australian community and government

A fair, ethical and trusted service that influences reform in the financial services sector.

Consumers and small business

An excellent customer experience that meets diverse needs and delivers fair outcomes.

Members

A valued member experience that helps members to improve internal practices to avoid or resolve disputes.

Our people

Highly skilled and engaged people with the tools they need to deliver high-quality outcomes.

Strategic initiatives

  • Fairness project
  • Data and analytics
  • IT transformation
  • Enhanced member experience
  • Enhanced customer service
  • Culture

Values

Fair and independent
  • We make fair, balanced and considered decisions.
  • We are evidence-based.
  • Impartiality underpins all our work.
  • We ensure all parties are properly heard.
Transparent and accountable
  • We do what we say and what is right.
  • We are clear and transparent.
  • We explain the reasons for our actions.
  • We are timely, efficient and flexible.
  • We are trusted and supported to do our jobs and take responsibility for what we do.
Honest and respectful
  • People are at the heart of everything we do.
  • We respectfully listen to all views.
  • We show integrity in all our dealings.
  • We are professional and treat everyone with dignity.
Proactive and customer focused
  • We are outward-facing and proactive.
  • We use data and experience to influence, inform and look ahead.
  • We help businesses to improve their customer service and minimise disputes.
  • Our services are accessible to all.
  • We actively engage with diverse audiences, including those who may need extra help.
Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

Offline

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Welcome to our live chat help service.

An agent should be with you shortly.