Annual Review 2021–22

The Australian Financial Complaints Authority

AFCA’s purpose is to provide fair, independent and effective solutions for financial disputes. That’s what AFCA does.

We are Australia’s financial industry ombudsman. Our service is offered as an alternative to tribunals and courts, to resolve complaints that consumers and small businesses have with their financial firms.

AFCA is a one-stop shop for consumers and small businesses that have a dispute with their financial firm over issues such as banking, credit, general insurance, financial advice, investments, life insurance and superannuation.

Our role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. We are impartial and independent. We do not act for either party, or advocate for their position.

When a complaint is lodged, AFCA refers it back to the financial firm and provides an opportunity for consumers and financial firms to resolve their financial complaint directly between themselves.

If an agreement can’t be reached, we can investigate the complaint and try to resolve it using negotiation or conciliation.

If this is unsuccessful, AFCA can make a determination in accordance with the decision making powers under its Rules.

However, the vast majority of complaints are resolved by complainants and financial firms through the referral back process, negotiation, conciliation and our early assessment.

Structured as a not-for-profit and non-government organisation, AFCA is a company limited by guarantee and governed by an independent Board of Directors. The Board of Directors consists of an independent Chair, and an equal number of Directors with consumer and industry expertise.

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AFCA chat service terms and conditions

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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.

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

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

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