The Australian Financial Complaints Authority (AFCA) is committed to providing a service that is accessible to everyone, including giving you the information you need, in a format that works for you.
We are committed to being accessible to all Australians and we are particularly focussed on ensuring vulnerable and disadvantaged people can readily use our service. In line with the Disability Discrimination Act 1992, AFCA is also committed to ensuring that our information and services are provided in a non-discriminatory way.
We have arrangements in place to help - we will work with you to make sure we adapt, where possible, to meet your needs.
The first step to making a complaint to AFCA is to fill out a complaint form, either online or by hardcopy (that is returned to AFCA by email, mail or fax), or over the phone. You can find our contact details online. This is an opportunity for you to tell us about how we can help you access AFCA and/or any additional assistance you might need.
We welcome the opportunity to discuss the types of assistance we can provide or facilitate, to help you interact with us.
An AFCA staff member will contact you by phone if you have indicated on the complaint form that you may need assistance.
We will discuss with you how you would prefer to communicate with us and any other assistance we can provide.
In addition to the accessibility services listed below we can also provide:
The following information is a guide to help you communicate with us.
You can contact us through the National Relay Service using:
You can also nominate email (or post) as your preferred method of communication.
If you have a mental health issue, we would like to understand if you see this affecting your ability to engage with us to resolve your dispute.
You can choose to:
At your request:
You can increase the font size on our website as needed.
At your request:
If you would like additional support, you can appoint an authorised agent to represent you at the time you make your complaint by completing the agent authority section of the complaint form. Alternatively, you can appoint an authorised agent at a later date using the Agent Authority form or by providing verbal authority over the phone.