The Australian Financial Complaints Authority (AFCA) is a not-for-profit, non-government, industry-funded ombudsman service.
How we are funded
We are funded by annual member registration fees, user charges and complaint fees received from member financial firms.
All Australian financial firms must be members of AFCA by law and are required to pay their registration fee and other complaint-related charges to contribute to our operating costs.
If we receive a complaint against a firm, the firm is required to pay an individual complaint fee.
Our services are free of charge to small businesses and consumers who make a complaint.
In 2022, AFCA reviewed and consulted on a new funding model. Following its consultation, AFCA finalised a funding model that is fit-for-purpose, sustainable, and fair, following a "user-pays" approach that reduces the burden on smaller members and those industries who are not heavy users of AFCA, minimising cross subsidisation across sectors, and supporting firms to better forecast and budget for complaints.
Find out more about AFCA's funding model