Contents
- About this Annual Review
- Year at a glance
- Board Chair message
- Chief Executive Officer and Chief Ombudsman message
- Organisational overview
- Complaints
- Who complained to AFCA in 2023–24?
- AFCA Engagement with First Nations peoples
- 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 consumer advocates and financial counsellors
- Complaints outside AFCA’s Rules
- Systemic issues
- AFCA’s Code compliance and monitoring functiong
- Engagement, awareness and accessibility
- Corporate information
- AFCA General Purpose Financial Report
- Glossary
About this Annual Review
This Annual Review covers the Australian Financial Complaints Authority’s (AFCA) operations from 1 July 2020 to 30 June 2021.
The AFCA complaints data relates to those complaints received by AFCA during the year, unless otherwise stated.
The Annual Review arises from the reporting requirements for external dispute resolution (EDR) schemes set out in Australian Securities and Investments Commission (ASIC) Regulatory Guide 139 and Regulatory Guide 267.
The 2020–21 Datacube, which shows complaint data about AFCA members, is available on our website at data.afca.org.au and provides data required under ASIC Regulatory Guide 267.
Australian Financial Complaints Authority Limited (the company) publishes on its website a General Purpose Financial Report for the year that incorporates the Directors’ report and annual financial statements.
Published October 2021.
AFCA acknowledges the traditional owners of country throughout Australia and their continuing connection to the land, culture and community. We pay our respects to Elders past, present and future.
