AFCA’s Engagement Charter outlines AFCA’s expectations about how people using our service will engage with us and each other during our complaint resolution process. It also describes the service standards others can expect from AFCA.
It is a living document, based on core principles and designed to respond to an ever- changing financial landscape. We may amend and expand on the principles set out in this document from time to time.
AFCA’s role
AFCA’s purpose is to provide fair, independent and effective solutions for individuals and small businesses who have a complaint about a financial product or service.
AFCA has a specific and important role assisting individuals and small businesses to resolve complaints about financial services and products. We are:
- impartial and independent – we do not advocate for either party or their position.
- fair and focussed on dispute resolution outcomes – if everyone cannot come to an agreement, it is our role to decide an appropriate outcome.
AFCA’s vision is to be a world class ombudsman service, by:
- improving practices and minimising complaints
- meeting diverse community needs; and
- being trusted by all.
AFCA’s jurisdiction
Our Rules set out the complaints we can consider, the procedures we use to resolve complaints and the remedies we provide. Our Operational Guidelines and Transitional Superannuation Guidelines set out how we interpret and apply our Rules.
We can consider a broad range of financial complaints, including:
- errors in banking transactions and credit listings
- difficulty repaying loans, credit cards and short-term finance
- denial of an insurance claim (such as car, home and contents, pets, travel, income protection and trauma)
- investment and financial advice
- a trustee’s decision in relation to the administration of a superannuation account including distribution of a death benefit.
