Annual Review 2022–23
Contents
- 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
- Complaints
- Who complained to AFCA?
- Overview of complaints
- Open cases
- Closed cases
- Banking and finance complaints
- Buy now pay later
- Scam complaints
- Financial difficulty complaints
- Small business complaints
- General insurance complaints
- Significant events
- Life insurance complaints
- Superannuation complaints
- Investments and advice complaints
- Cryptocurrency
- Complaints lodged by Aboriginal and Torres Strait Islander peoples
- Complaints lodged by consumer advocates and financial counsellors
- Complaints lodged by paid representatives
- Complaints outside AFCA’s Rules
- AFCA’s Systemic Issues function
- AFCA’s Code compliance and monitoring functiong
- Engagement, awareness and accessibility
- Corporate information
- AFCA General Purpose Financial Report
- Glossary
Acknowledgement of country
The Australian Financial Complaints Authority (AFCA) acknowledges the Traditional Custodians of this land and we pay our respects to Elders past, present and future – for they hold the song lines, the stories, the traditions, the culture and the hopes of First Nations Australia.
This land is, was, and always will be traditional First Nations Country.
We also acknowledge and pay our respects to the Traditional Custodians of the lands on which we work, including the Wurundjeri, Boon Wurrung, Wathaurung, Daungwurrung and Dja Dja Wurrung peoples of the Kulin Nation and the Gadigal people of the Eora Nation.
Uluru Statement from the Heart
AFCA accepts the invitation of the Uluru Statement from the Heart.
The Uluru Statement is a gift, an invitation for all Australians to walk alongside Aboriginal and Torres Strait Islander peoples toward a better future. It calls for recognition of the sovereignty of Aboriginal and Torres Strait Islander peoples and the opportunity for their voices to be heard.
We are steadfast in our support for substantive constitutional change, to drive a fair and truthful relationship between our first sovereign Nations and the people of Australia.
We make this commitment through our Reconciliation Action Plan (RAP) and encourage our people and our community to do the same, based on the principles of Voice, Treaty and Truth. You can find out more about our Reconciliation Action Plan (RAP) page.
