Accessing the dashboard
Members can access the Benchmarking Dashboard via the Member Portal (Secure Services). You must have AFCA Member Portal login details to access the dashboard.
Once you have logged on to the Member Portal, click the Member Benchmarking Dashboard on the left side menu.
To login to the Member Portal, click here.
Navigating the homepage
The homepage provides an overview of complaints data.
Important external dispute resolution complaint figures (referral resolution rate, non-response rate, closed at decision and closed at decision in favour of complainant) can be found at the top of the dashboard.
The data on the homepage is then split into four charts: received complaints, accepted complaints, closed complaints and responsiveness. These charts can be explored further by clicking the explore button.
You can also find links to more information on the left-hand side menu of the dashboard, including information about the dashboard, a glossary of key terms and definitions, reporting guides and a button to export the data to a PDF.
Members can filter the data using the filter menu on the left-hand side of the dashboard. You can filter the data by complaint status (stage in the AFCA process), issue type, product type, AFCA stream (fast track, complex etc.), and decision outcome.
To compare EDR performance against an anonymised set of firms, click the compare button on the left-hand side of the dashboard. The compare function enables you to select an AFCA member group (based on business size or complaints received) to compare against your own complaints data.
To explore the data in the charts, click the explore button in each of the charts.
- Date range selector
Members can select the time period for the data displayed using the date range selector at the right-hand side of the dashboard.
Navigating other pages
You can explore each of the four main charts in more detail by clicking the explore button. This will take you to a subpage where you can view additional measures about complaints received, accepted, closed and your responsiveness.
- Return to homepage
To return to the homepage, click the home button on the left-hand side of the dashboard.
Navigating the charts
You can interrogate the data in each chart by hovering over the toggles in the top right-hand corner of each chart.
- Drill up
The drill up arrow moves the X-axis scale up one level in the hierarchy.
- Drill down
The drill down arrow enables you to select a point on the chart to drill down through.
- Next level of hierarchy
The next level of hierarchy arrows moves the X-axis scale down in the hierarchy.
- Expand all down one level in hierarchy
The expand all down one level in hierarchy button moves the X-axis scale down in the hierarchy.
- Copy visual as image
The copy visual as image button will prepare a copy of the selected chart.
- Focus mode
Focus mode expands the chart to a full-screen view.