In April 2022, AFCA will be updating its Datacube to include data about complaints received from 1 July 2021 – 31 December 2021. 

As with previous Datacube releases, AFCA members that received four or more complaints in the reporting period have the opportunity to check the data against their records before it is included in the update.  

Members have until 15 April 2022 to validate their data. AFCA will then update the Datacube in May. Members that received fewer than four complaints in the period do not need to validate their complaints data. 

What you need to do: 

• If your firm received four or more complaints between 1 July 2021 – 31 December 2021, please review your complaints data on the Member Portal by 15 April 2022.  
• If you are responsible for multiple financial firms, please check the complaints of each firm on the Member Portal. 
• You can find instructions on how to search and validate your financial firm’s data here. 
• Videos are also available on the Member Portal under the Member Resources tab. 

About the data: 

Some complaints may involve multiple products and/or have multiple issues. We provide an entry for each one of these. For more information on our reporting approach, see the member validation guide and AFCA approach for comparative reporting of complaint data.  

There will be a slight variation in the data due to the timing of extracts as the data replicates every night. The data that will be published will be extracted at the end of the validation and review period.  

If the data is correct, then no further action is required.  

What if there are changes?  

We encourage and expect all members to raise issues about complaint classifications while a complaint is open. While we have completed internal data reviews, we will review the data if you: 

1. Write to us at datacube@afca.org.au  
2. Provide us with the exact case number 
3. Clearly state what the data should be changed to 
4. Explain the reason for the change with reference to specific dates or email correspondence. 

If you have any questions, please email us at datacube@afca.org.au.