The Australian Financial Complaints Authority (AFCA) is a not-for-profit, non-government, industry-funded ombudsman service.
We accept and consider complaints from consumers and small businesses about financial products and services.
We are funded by membership levies, 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 a membership levy 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 July 2018, we consulted on our funding model to ensure it gave stakeholders and industry the opportunity to comment and provide feedback.
We are required to have an appropriate funding model to manage our complaint resolution services effectively and efficiently, and in accordance with the requirements of our authorisation and ASIC regulatory requirements.