AFCA's new portal
Create an account/log in to the portal
The AFCA portal is your one-stop shop to managing your complaint with us.
To make a complaint online, you will need to create an AFCA portal account. This will only take a few minutes. Once you have an account, you can lodge and manage your complaint throughout the entire process in the portal.
Accessibility
The AFCA portal is not mandatory. If you require additional help with making your complaint, or are unable to access the portal, you can lodge your complaint by:
- Email: info@afca.org.au
- Phone: 1800 932 678
Getting started
This document is a “cheat sheet” to help members get started on AFCA’s member portal, including set up instructions, FAQs, and links to resources.
Managing your complaint
AFCA has published a range of how to guides to explain the different functions and processes of the portal. These guides include step-by-step instructions.
Making requests and sharing documents
AFCA has published a range of how to guides to explain the different functions and processes of the portal. These guides include step-by-step instructions.
Feedback
The new member portal introduces individual accounts and role types to provide the necessary access for each role.
Other
AFCA has provided an example of where a member contacts information may appear in the portal.
About the AFCA portal
In June 2024, AFCA completed an IT transformation, which including launching the AFCA portal – a new way for consumers to manage their complaints and communicate with AFCA.
What is a portal and how does it work?
An online portal is like a digital front door to a specific set of information or services on the internet. In the AFCA portal, this information may include the details of your complaint, such as the information or documentation shared by you and the financial firm and copies of letters AFCA has sent you.
The AFCA portal is linked to AFCA’s IT systems so you can share documents, make requests for information, and ask AFCA questions online in real-time, instead of using email or phone.
What can I do in the portal
- Make a complaint
- Save a draft complaint if you are not ready to submit your complaint to AFCA
- Receive live notifications about activity on your complaint
- Check the status of your complaint, such as what stage of the AFCA process it is in
- Upload and share complaint documents with AFCA and your financial firm
- Communicate quickly and directly with AFCA
- Raise requests/questions for AFCA or your financial firm to review
- Be notified of information AFCA requests from you and see due dates for responses
- Provide feedback on AFCA’s service
For existing complainants
Changes to AFCA case numbers from 17 June
If you have an existing complaint with AFCA and an existing case number (this is the six-or-more digit case number provided to you when you made your complaint), your case number will look slightly different in the portal. From 17 June 2024, it will also include a ‘12-00’ prefix.
For example, if your case number is ‘123456’, it will change to ‘12-00-123456’.
You can still refer to your original case number when asked to provide it by AFCA.
Do I have to create a portal account?
Depending on the stage of your complaint, we may email you inviting you to create a portal account. You will need to use the email address you provided when you lodged your complaint for your account to show your existing case.
While it is not mandatory for you to use the portal, we encourage you to use it to manage your complaint if you can. It will make the AFCA process more efficient, timely and transparent.
If you cannot create an account or cannot access the portal, you can continue to communicate with AFCA via email and/or phone.
Privacy Policy
Privacy matters to us and we know it matters to you. We take your privacy very seriously and it is essential to us that we look after and secure information that we collect. Our primary purpose in collecting any personal information, as defined in the Privacy Act 1988 (Cth) and referred to in Sections 2.3 and 4 of the privacy policy, is to resolve financial complaints that are lodged with us.
Please review our Privacy Policy for detailed information on how we handle your personal information and data, including in the portal.
