This page sets out collections notices for specific activities conducted by the Australian Financial Complaints Authority Ltd:

For general information about how AFCA handles personal information, please refer to our privacy policy.

If you have any questions about AFCA’s collections notices, please contact privacy@afca.org.au.

Collections notice for complaint handling

AFCA collects personal information when investigating and determining a complaint. The type of personal information that AFCA may collect will include identity and contact information, financial information and sensitive information. AFCA requires this information to properly investigate a complaint about a financial firm.

By making a complaint to AFCA, you consent to AFCA considering the complaint under the AFCA Rules. You authorise AFCA to:

  • Exchange your information, including relevant sensitive information, to other parties or external organisations where reasonably necessary for the purpose of dealing with the complaint, and as required or permitted by law
  • Refer the complaint to another financial firm or dispute resolution service where AFCA decides it is appropriate
  • Exchange your information, including relevant sensitive information, between financial firms where there are multiple complaints against different financial firms.

You also authorise your representative (or that representative’s organisation), other complaint parties, or the financial firm to exchange your information, including relevant sensitive information, to other parties for the purpose of dealing with the complaint, and as required or permitted by law.

Details about how we handle your personal information are set out in our privacy policy available here.

Our privacy policy includes information on how you can access or correct your personal information that AFCA holds. It also sets out how you can make a complaint about how AFCA has handled your personal information.

You may withdraw your consent for us to handle your personal information by contacting us, however we will be unable to resolve your complaint and will continue to keep information collected.

If you have any questions about how AFCA handles privacy, you can speak to an AFCA staff member or contact AFCA Privacy by email to privacy@afca.org.au.

Collections notice for call recordings to AFCA mainline

AFCA records calls made to AFCA’s mainline phone numbers 1800 931 678, 1800 337 444 and 1300 565 562.

AFCA uses call recordings for quality and training purposes to improve the service we provide to you. These recordings are not intended to be used for other purposes except where required or permitted by law. For example, we may be required to disclose call recordings if compelled by a court process or formal notice from a government regulator.

When we finish using call recordings for the purpose they were collected, they will be destroyed unless AFCA is legally required or permitted to retain the recordings. We usually hold call recordings for up to 6 months.

If you do not give consent to your call being recorded, please tell our staff as soon as you speak to them, and they will stop recording the call. 

We handle the personal information we collect in accordance with AFCA’s privacy policy.  AFCA’s privacy policy is available here.

Our privacy policy includes information on how you can access or request a correction of your personal information that AFCA holds. It also sets out how you can make a complaint about how AFCA has handled your personal information.

You can request a copy of your call recording by speaking to our staff or contacting privacy@afca.org.au.

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Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

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