Delays in allocating superannuation complaints

AFCA is currently experiencing delays in allocating superannuation complaints to Dispute Resolution Specialists (case workers). This is due to a significant increase in complaints across most product areas.

While AFCA is increasing the size of its team to better support and help resolve disputes, the large number of complaints means delays are likely to continue for some time.

We apologise for the inconvenience and acknowledge that dispute resolution can be a difficult time for many people. We will work to resolve complaints as quickly as we can, and we thank you for your understanding and for showing respect to our staff as they work with you.

Contents: 

• About the AFCA complaint process
• Update on timeframes 
• What to do next 
• Financial counsellors 
• Information for representatives, including paid representatives

About the AFCA complaint process 

When you lodge a complaint with AFCA, we first refer your complaint back to your financial firm (such as your super fund) so they have an opportunity to resolve the issue with you directly. For superannuation complaints, super funds have up to 45 days to respond.   

However, if your super fund does not respond after 45 days, is unable to resolve the issue, or you are not happy with their response, AFCA progresses your complaint to the next stage of our process. 

It is at this point in our process, allocating Dispute Resolution Specialists (case workers), that we are experiencing delays. 

If your complaint has progressed to the next stage after being referred to your financial firm, your complaint is in the Case Management allocation queue and will be processed as soon as possible.  

Find out more about our process here.  

What to do next 

We strongly encourage you to stay in contact with your financial firm throughout the complaints process. AFCA is also encouraging financial firms to talk to their customers regularly to avoid disputes.  

While we work to assign a Dispute Resolution Specialist (case worker) to your complaint, we suggest you: 

• make sure you have all your documentation and evidence ready. You can use this document checklist on our website.   
• let us know if you need any additional support or would like to appoint a representative to help you.

It may be that you resolve your complaint with your financial firm after you have already made a complaint to AFCA. If this happens, please let us know by emailing info@afca.org.au.

Let us know if your circumstances have changed

If there is an urgent matter related to your complaint that needs our attention, please contact us. We will ask you to provide details and supporting documents, so we can assess whether your complaint should be prioritised. 

Financial counsellors 

If you are struggling financially, there are financial counselling services you can contact for help. This is a free service offered by community organisations, community legal centres and some government agencies.

Find out more. 

Information for representatives, including paid representatives

If you are representing a complainant (for example a consumer advocate, financial counsellor, or paid representative) please communicate the delay to your client to help manage their expectations.

More information for consumer advocates and financial counsellors can be found here.

More information for paid representatives, including AFCA’s expectations and a guide about the information required depending on the product and issue of a complaint, can be found here.