Financial firms are bound by the AFCA Constitution to comply with our Rules. If a financial firm’s representative (such as their lawyer or debt collector) is not a member of AFCA, we expect financial firms to make their agents aware of (and to comply with) this Charter.
In their engagement with AFCA and complainants, we expect financial firms (and their representatives) to meet their AFCA membership obligations and:
- deal with complaints fairly and promptly, and respond without unnecessary delay
- pay legitimate claims without the need for external dispute resolution, including where there is clear liability and wrongdoing
- provide all information to AFCA relevant to the complaint within set timeframes
- proactively participate in the complaint resolution process
- where appropriate, consider a broad range of possible remedies including providing explanations and apologies
- carry out any settlement reached and implement Determinations promptly
- reasonably co-operate with AFCA.