AFCA is launching an exciting IT transformation to ensure we provide a modern, efficient, and user-friendly experience for all. 

The transformation includes new technology, streamlined processes and integrated systems, all designed to support fair, effective, and timely dispute resolution.


Enhanced efficiency and effectiveness allowing AFCA to provide a high-quality service to both members and consumers.

Modernised systems - which are user-friendly, secure and provide a robust foundation to introduce new functionality in the future.

Improved communication and information sharing - to support transparent, fair and timely dispute resolution.

Complaints data and analytics - to help identify trends in complaint products and issues, as well as how they progress through our process.

On Monday 17 June 2024, three key products will launch.

New and enhanced member portal

  • Improved efficiency and automation     
  • Enhanced communication 
  • New accounts and roles 
  • Improved case management and reporting tools 

New consumer portal

  • Complaint submission 
  • Complaint progress tracking 
  • Information and document sharing 
  • Notifications and requests 

New case management system 

  • End-to-end complaint management for AFCA staff 
  • Integrated communication with members and complainants 
  • Information and document sharing 
  • Reporting 
  • Efficiency 
Decorative image
Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

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 and


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

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

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

Welcome to our live chat help service.

An agent should be with you shortly.