This list is regularly updated as we publish new information.
AFCA operational information
Brochures
- How to resolve a complaint [PDF]
- How to resolve a small business complaint [PDF]
- A guide to dealing with financial difficulty [PDF]
- A guide to conciliation conferences [PDF]
- A guide to assisting a client who has a financial services dispute (coming soon)
Factsheets
- Account closure
- Add-on Insurance [New]
- AFCA’s Approach to Code obligations for credit providers October 2022
- Attending a conciliation conference [PDF]
- Breaking a fixed rate loan [PDF]
- Chargebacks
- COVID-19: Breaking a fixed rate loan
- Class actions affecting AFCA complaints [PDF]
- Debt agreement administrators
- Debt management firms
- Default judgment and financial difficulty [PDF]
- Family court proceedings [PDF] [New]
- Home insurance claim delays and COVID-19
- How to make an AFCA complaint - Easy English [PDF] [New]
- How we resolve complaints and our Rules [PDF]
- How AFCA will assess the information you give us [PDF]
- Income protection benefits in superannuation April 2020 [PDF]
- Independent Assessor [PDF]
- Insolvent companies [PDF]
- Insurance complaints about flood claim decisions [PDF] [New]
- Insurance in superannuation [PDF]
- Insurance premium increases
- Insurance premium increases in superannuation August 2020
- Joining a death benefit complaint [PDF]
- Managing financial advice
- Mistaken internet payments [PDF]
- MySuper
- Natural disasters: are you experiencing financial difficulty? [PDF]
- SMSF complaints [New]
- Superannuation advice [PDF]
- Systemic issues, serious contraventions and other breaches [PDF]
- Systemic issues process December 2022 [New]
- Trust Deed [PDF]
Coronavirus (COVID-19) pandemic - support hub
AFCA Approaches
- The 2013 Code of Banking Practice [PDF]
- Adequacy of statements of advice - May 2022 [PDF]
- Assessing special circumstances [PDF]
- Awarding interest in insurance [PDF]
- Calculating loss in financial advice [PDF]
- Cancellation of installment contracts [PDF]
- Cancellation of insurance policies for non-payment of premiums [PDF]
- Complaints lodged by guarantors [PDF]
- Conciliation [PDF] (coming soon)
- COVID-19 travel insurance complaints [PDF]
- Delayed insurance claims in superannuation - May 2022 [PDF]
- Excluding complaints - July 2022 [PDF]
- Financial difficulty series - our power to vary credit contracts - May 2022 [PDF]
- Financial difficulty series - legal principles, industry codes and good industry practice - July 2022 [PDF]
- Financial difficulty series - working together to find solutions [PDF]
- Financial difficulty series - dealing with common issues [PDF]
- Financial difficulty series - early release of superannuation - May 2022 [PDF]
- Financial elder abuse [PDF]
- Fixed interest investments - May 2022 [PDF]
- Identifying a claim - July 2022 [PDF]
- Insurance broker disputes [PDF]
- Joint accounts and family violence - July 2022 [PDF]
- Misleading conduct - May 2022 [PDF]
- Mortgagee sales - May 2022 [PDF]
- Motor vehicle insurance claim delays [PDF]
- Motor vehicle insurance disclosure and ridesharing [PDF]
- Motor vehicle total loss - July 2023 [PDF]
- Non-disclosure and misrepresentation - Updated July 2020 [PDF]
- Non-financial loss claims - Updated October 2022 [PDF]
- Proof of despatch [PDF]
- Proximate cause of damage [PDF]
- Section 47 [PDF]
- Section 54 [PDF]
- Terms of settlement - Updated November 2021
- Superannuation death benefit complaints - May 2022 [PDF]
- Superannuation fees and charges February 2023 [PDF]
EDR response guides
- Add-on insurance EDR Response Guide [DOC] [New]
- Best practice for AFCA members - submissions to AFCA [PDF]
- Chargebacks (consumer) [DOC]
- Claim amount (General Insurance) [DOC]
- Complainant chargeback [DOC]
- COVID-19 travel insurance complaints [DOC]
- Credit enquiries [DOC]
- Credit listings [DOC]
- Delay [DOC]
- Disputed transactions (including remote access) [DOC]
- Distribution of a superannuation death benefit [DOC]
- Financial difficulty [DOC]
- Fraud [DOC]
- Denial of claim (General Insurance) [DOC]
- Avoidance of policy (Life Insurance) [DOC]
- Delay (Life Insurance) [DOC]
- Denial of claim (Life Insurance) [DOC]
- Inappropriate advice [DOC]
- Merchant chargeback [DOC]
- Misleading representations of conduct [DOC]
- Mortgagee sale [DOC]
- Non-disclosure [DOC]
- Remediation (Life Insurance) [DOC]
- Scams – authorised transactions [DOC]
- Superannuation declined insurance claims [DOC]
- Superannuation insurance claim delays [DOC]
Process guides
Forms
- AFCA complaint form – PDF
- AFCA complaint form - online
- Independent Assessor Feedback form – PDF
- Statement of financial position – PDF
- Statement of financial position – online
- Agent authority form – PDF
