To give Authorised Credit Representatives (ACRs) time to pay or resolve issues related to their AFCA membership renewal, the deadline for payment has been extended to 5pm on 18 November 2021.

Members that are experiencing problems renewing their membership, or have received a pre-expulsion notice, can find instructions to resolve the issue below.

Background

Following feedback from members about the payment process, this year AFCA introduced a new system to improve and automate the ACR AFCA membership renewal process. The new system means ACRs are not required to log into the AFCA Member Portal to pay, or wait until their payment has been processed to receive their certificate.

The process was introduced this year. First, AFCA issued membership renewal invoices in late June, then issued new certificates before payment was due. AFCA then sent an email instructing members to make their payment online.

To date, the new process has largely been successful with most members receiving their certificates earlier and making payments on time.

Payment issues and expulsion notices

However, AFCA understands that for a small group of ACR members the new process has caused problems, and some have received pre-expulsion notices.

AFCA has identified three issues which we are working to resolve:

1. Non-payment: some members assumed that they had already paid because they received their certificate. AFCA has informed them of the process change and the need to pay, but they have not yet paid for their membership.
2. Double payment: some members who paid their membership when they received their invoice paid again when they received the email directing members to pay for their membership.
3. Lack of details: some members have paid but the details provided are not sufficient for AFCA to match their payment to their membership.

AFCA understands that this experience has caused confusion and stress for members and is reviewing the process to further improve efficiency and provide clearer instructions throughout the renewal process.

Instructions: Resolve these issues

Making a payment

Members who have not yet paid their membership renewal invoice, should pay online by following the instructions found on their correspondence. The payment due date is 5pm on 18 November 2021. If you received a pre-expulsion notice this will be cancelled upon receipt of payment.

Resolving a double payment

Members who have paid for their membership twice, should email accounts@afca.org.au with their membership details and records of the payments.

Paid for membership, but received pre-expulsion notice

If you have already paid your invoice, but still received a pre-expulsion notice, it is possible AFCA was unable to match the payment to your membership. Please email accounts@afca.org.au with your membership details and records of the payment.

To resolve these issues, AFCA is working through allocating and dispersing refunds, reconciling payments, and answering queries. There may be some delay due to the large volume of enquiries. We thank members for their patience.