Annual Review 2021–22

Legacy complaints

In 2019, following the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry, the Commonwealth Government expanded AFCA’s jurisdiction to hear financial complaints related to conduct going back to 1 January 2008. This is outside the normal six-year rule that applies in AFCA.

AFCA was able to receive these ‘legacy’ complaints for a 12-month period that ended on 30 June 2020.

For the period of 1 July 2019 to 30 June 2020, AFCA received 1,927 total legacy complaints.

From 1 July 2020, AFCA could no longer receive new legacy complaints, but could continue finalising complaints that were lodged during the legacy lodgment window.

In 2021–22, AFCA closed 166 legacy complaints. One hundred and thirty of these cases were closed at decision.

Legacy complaints are complex due to the time that has passed from the date of the event that gave rise to the claim. This has placed challenges on consumers and financial firms to provide documentation and accurate recollections relevant to the complaint.

Despite these challenges, AFCA has been successful in working with parties to reach outcomes for many legacy complaints. There were only 93 legacy complaints open at the end of 2021–22.

“Matters like these are insights for our business to improve on to improve the overall customer experience.”

Feedback from a member
Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

AFCA chat service terms and conditions

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 and


We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Welcome to our live chat help service.

An agent should be with you shortly.