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AFCA provides a free service for people to complain about financial products and services. Complainants may withdraw their AFCA complaint at any time – See AFCA Rule A.1.4. However, those who wish to use AFCA do so subject to the Rules and our expectations outlined in this Charter.

A complainant must provide a reasonable basis for their complaint and be willing to provide information at our request to support their position. 

AFCA expects complainants to: 

• act fairly in lodging a complaint including not lodging complaints that are frivolous or vexatious or without merit
• co-operate with our investigations including providing all information and evidence requested within the set timeframes, if this is available 
• actively participate in the complaint resolution process including genuinely considering possible remedies offered by a financial firm
• not contribute to delays in resolving a complaint.

AFCA understands that many people will be unfamiliar with how we operate – individuals and small businesses can work with us effectively by telling us if they:

• have specific communication needs, like the National Relay Service or an interpreter, including Auslan
• would like to authorise someone to help them, such as a friend or family member
• would like us to explain each step of the process
• need more time to provide information.