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
Who complained to AFCA?
Between 1 July 2020 and 30 June 2021
Complainants by state and territory 1
| State | Percentage |
|---|---|
| NSW | 32% |
| Victoria | 29% |
| Queensland | 19% |
| Western Australia | 9% |
| South Australia | 5% |
| ACT | 2% |
| Tasmania | 1% |
| NT | 1% |
| Not provided | 6% |
| Other country | 3% |
Received complaints by gender of complainant
| Gender | Percentage |
|---|---|
| Female | 41% |
| Male | 59% |
Received complaints by age of complainant
| Age | Percentage |
|---|---|
| 0–17 | 1% |
| 18–24 | 2% |
| 25–29 | 6% |
| 30–39 | 21% |
| 40–59 | 39% |
| 60+ | 19% |
| Not provided | 12% |
76% of complaints lodged online
2% of complainants identified as Aboriginal Australians and/or Torres Strait Islanders
15,904 complaints had a representative. Of these representatives:
- 29% were a family member or friend
- 23% were a paid representative
- 3% were a financial counsellor
- <1% were a consumer advocate
882 complaints required an interpretation service
Service was provided in 83 different languages other than English
Top 10 languages (other than English) service was provided in
- Mandarin
- Arabic
- Cantonese
- Vietnamese
- Persian (Farsi)
- Taiwanese
- Korean
- Greek
- Punjabi
- Afrikaans
Small business
Under the AFCA Rules, a small business is defined as an organisation with fewer than 100 employees. Complaints lodged by small businesses accounted for 5% of all complaints lodged with AFCA. Information on complaints lodged by small businesses, see Small business complaints.
Complainants by state and territory
| State | Percentage |
|---|---|
| NSW | 31% |
| Victoria | 31% |
| Queensland | 18% |
| Western Australia | 7% |
| South Australia | 5% |
| ACT | 1% |
| Tasmania | 1% |
| NT | 1% |
| Not provided | 5% |
79% of complaints lodged online
17% of complaints lodged by email or letter
4% of complaints lodged by phone
1 One complaint may have multiple complainants.
