What this Charter covers
AFCA’s Engagement Charter explains our promise to users of our service, setting expectations and obligations that apply. This includes:
- AFCA – in our capacity as the operator of the scheme.
- Financial firms – members of AFCA whose conduct must reflect their license obligations and their role as commercial and professional financial services providers.
- Legal practitioners and Representatives of parties (including a fee charging representative) – reflecting their professional obligations and community expectations of their conduct.
- Individuals and small businesses and their informal representatives such as friends and family – being voluntary users of our service.
Ensuring a fair process and fair outcome
To ensure a fair outcome is achieved in dispute resolution, all parties must engage in a fair process. This occurs when parties co-operate reasonably and genuinely with a common goal, to bring finality to the complaint.
Parties are expected to engage with each other and AFCA, in a way that is: