Member Portal resources

For resources like guides, videos, and FAQs about the member portal, click 'Learn more' below.

Learn more

AFCA has a range of resources to help you understand and navigate its complaint resolution process, jurisdiction and approach. 

New member portal process guides (how-to guides)

Process and Jurisdiction

Member guides

Member factsheets

Systemic issues member resources

Tools and forms

Additional publications

  • Approach documents explain how we reach decisions about key issues involving certain topics.
  • Fact sheets on topics including systemic issues, superannuation, natural disasters, managing financial advice and more.
  • Brochures on topics such as our complaint resolution process, financial difficulty and conciliation conferences.
  • Annual review covers AFCA's operations and complaint data for the past financial year.
  • The Datacube displays data about financial firms with four or more complaints, this includes the number of complaints received, the service and products involved, and how complaints progressed through the resolution process.
  • AFCA logo pack explains how to use the AFCA logo to inform your customers of their right to complain to us.

Feedback about AFCA's service

Member videos

Watch: AFCA Rules Assessment 


Watch: AFCA Conciliation

Find out more about conciliation and other processes we follow here.
You can also find conciliation best practice guidance here.


Watch: About the Independent Assessor


Watch: About systemic issues

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