- About this Annual Review
- Year at a glance
- Acknowledgement of country
- Board Chair message
- Chief Executive Officer and Chief Ombudsman message
- Organisational overview
- AFCA Independent Review
- Who complained to AFCA?
- Overview of complaints
- Open cases
- Closed cases
- Banking and finance complaints
- Buy now pay later
- Financial difficulty complaints
- Small business complaints
- General insurance complaints
- Significant events
- Life insurance complaints
- Superannuation complaints
- Investments and advice complaints
- Complaints lodged by consumer advocates and financial counsellors
- Legacy complaints
- Complaints outside AFCA’s Rules
- Systemic issues
- Code compliance and monitoring
- Previous schemes
- Engagement, awareness and accessibility
- Corporate information
- AFCA General Purpose Financial Report 2021–22
- Appendix 1
AFCA is committed to providing a service that is accessible to everyone. We are particularly focused on ensuring vulnerable and disadvantaged people can readily use our service. In line with the Disability Discrimination Act 1992 (Cth), AFCA is committed to providing information and services in a non-discriminatory way.
We welcome the opportunity to tailor the way we engage with our customers to meet diverse community needs.
AFCA customers can choose to:
- lodge their complaint over the phone
- lodge their complaint via our website or email
- communicate with us via an interpreter (including Auslan) or the National Relay Service
- request documents in large print, or to be translated into a language other than English
- nominate a preferred method of communication, such as email or post
- receive additional flexibility with our processes, such as extended timeframes to gather information
- nominate an authorised consumer representative, or receive a referral to a free financial counselling, community legal or other relevant consumer advocacy service.
There is no cost to our customers to engage with us, using any of the additional support services we provide.
In addition to the accessible services AFCA provides, in 2021–22 we:
- conducted a comprehensive workforce survey to benchmark awareness of AFCA’s internal accessibility resources and identify areas for improvement
- designed and delivered tailored community resources, including closed captioned videos covering a range of topics (and in multiple languages), and a fact sheet in Easy English
- completed a review of AFCA’s internal resources designed to support employees working with members of the community who are experiencing difficult circumstances, including domestic violence and financial abuse.
Accessibility and Inclusion Network
AFCA’s Accessibility and Inclusion Network was created to harness the deep experience, talent and passion of our people, above and beyond their day-to-day duties. It is composed of over 40 people committed to providing continuous improvement across three priority areas: Reconciliation, Mental Health and Pride.
The Network is sponsored by AFCA’s Deputy Chief Ombudsman and governed by a Council of senior people who bring a strategic lens to initiatives and activities.
Network groups proactively identify ways to increase the accessibility of our service. They also consider internal practices and initiatives that support our culture of diversity, inclusion and belonging.
Reflect Reconciliation Action Plan
As a national ombudsman scheme, we want to work with First Nations peoples in a culturally informed, respectful and empowering way.
AFCA’s Reconciliation Group was formed in 2021, to create our first Reflect Reconciliation Action Plan (RAP), submitted to Reconciliation Australia in June 2022 to start the endorsement process.
Reflection is necessary for growth, and this work demonstrates the commitment all our people have towards creating an environment that supports greater economic and financial participation, and inclusion for First Nations peoples.
We are embracing the RAP journey with open hearts and minds, and we recognise and will be guided by the knowledge, wisdom and longevity of First Nations cultures, as we grow from this experience.
Our Mental Health Group seeks to understand if people living with mental health conditions need additional support to engage with us to resolve their disputes.
In 2021–21 the Mental Health Group conducted over 50 in-depth interviews across the business to research and document the observations of our people working with customers who identified that they experience stress, anxiety, panic attacks, PTSD and a range of other mental health conditions.
Insights from these focus interviews were integrated into a proactive plan of action to change and improve the way we work with each other and vulnerable members of the community.
Established early in AFCA’s journey, the Ally Network promotes allyship and inclusion, and celebrates and supports LGBTQIA+ employees. The Network hosts social events that acknowledge important LGBTQIA+ milestones throughout the year, and members provide education opportunities for staff and answer questions on LGBTQIA+ related issues.