Welcome to Secure Services

Secure Services is an online member portal which, from 1 November, will offer all AFCA members a range of membership administration and case management tools.

The portal is currently in a transitional state, so you may notice a few changes as the work progresses between now and 1 November. We'll keep you posted on developments in the news feed below.


AFCA National Roadshow

AFCA is hitting the road to raise awareness about its one-stop-shop dispute resolution service.

Over six months, the AFCA National Roadshow will stop at 77 metro, regional and rural communities across Australia.

AFCA’s Chief Ombudsman and CEO, David Locke, as well as senior leaders and complaints experts will be in train stations, shopping centres, and public spaces talking to consumers about financial disputes and how AFCA can help resolve complaints.

AFCA is officially launching the roadshow in Canberra on 12 September 2019, before heading to Tasmania, Victoria, and New South Wales this spring. In early 2020 the roadshow will continue to Queensland, South Australia, Western Australia and the Northern Territory.

Details about the 77 stops along the route will be released soon.

AFCA Member certificates and renewal invoices

Renewal invoices are available in the Invoice section of secure services, which are payable by 31 July 2019.

You continue to be an AFCA member as long as the invoice is paid by 31 July 2019.

Member certificates through to 31 July 2020 will be available for downloading once the renewal invoice is paid.

Notice regarding appointment of AFCA’s external auditor

Australian Financial Complaints Authority Limited (AFCAL) was incorporated on 17 July 2017. At incorporation, its auditor was Deloitte Touche Tohmatsu of 550 Bourke Street, Melbourne VIC 3000 (Deloitte) as Deloitte had been the auditor for Financial Ombudsman Service Limited and the continuity through the transition period was important.

Following the appointment of AFCAL as the operator of the Australian Financial Complaints Authority (AFCA) external dispute resolution scheme and the formation of a new Board of Directors, the Board wished to undertake due diligence on the ongoing appointment of the external auditor for AFCAL. Deloitte were consulted and invited to put forward a proposal to respond to the tender process, but declined, effectively retiring from the role of auditor. Following the tender process, the Audit and Risk Committee recommended the appointment of Moore Stephens of 530 Collins Street, Melbourne VIC 3000 (Moore Stephens) at the Board meeting on 17 May 2019. ASIC consented to the resignation of Deloitte as the external auditor on 5 July 2019.

The appointment of Moore Stephens as the external auditor will be put to the members for confirmation at the AFCA Annual General Meeting in November 2019.

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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 www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy


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

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