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: 

Transparent and honest
Respectful and fair
In good faith
Efficient and cooperative

All parties are also expected to comply with AFCA’s Privacy Policy which can be found on AFCA’s website.

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