2020–21 Annual Review

Who complained to AFCA?

Between 1 July 2020 and 30 June 2021

Complainants by state and territory 1
Image
Complainants by state and territory chart
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
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Received complaints by gender of complainant chart
Gender Percentage
Female 41%
Male 59%
Received complaints by age of complainant
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Received complaints by age of complainant chart
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

  1. Mandarin
  2. Arabic
  3. Cantonese
  4. Vietnamese
  5. Persian (Farsi)
  6. Taiwanese
  7. Korean
  8. Greek
  9. Punjabi
  10. 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
Image
Complainants by state and territory chart
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.

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