This page includes information about AFCA's funding model, its key features, fee structure and frequently asked questions.


In early 2021, AFCA appointed PwC to undertake a review of its previous funding model and develop a new model that would be fit-for-purpose, sustainable, and fair to AFCA members. 

In developing the new model, AFCA and PwC took AFCA member feedback into account and considered the key findings and recommendations of the AFCA Independent Review – with a particular focus on a “user-pays” approach that reduces the burden on smaller members and those industries who are not heavy users of AFCA, minimising cross subsidisation across sectors, and supporting firms to better forecast and budget for complaints.

Key features

Learn more about the model, including information about the user charge and fee structure.

Read more

User charge guide

Learn more about the user charge, including information about how it is calculated.

User charge guide

Billing timeline

AFCA has created a timeline so that members know when to expect user charge and complaint fee invoices. 

See the timeline.

Frequently Asked Questions

Answers to Frequently Asked Questions (FAQs) about the funding model, including information about the model design and fee schedule. 

Frequently Asked Questions

Consultation report

From 10 March to 22 April 2022, AFCA invited members, industry bodies and other stakeholders to submit feedback and questions to its funding model consultation.

Read the consultation report here

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