Members who received six or more complaints between 1 July 2022 and 30 June 2023 will be issued their FY23-24 user charge invoices in August.
The user charge is an annual fee which is calculated at the start of the financial year and is based on the prior year’s data.
The user charge is proportionately allocated based on the number, closure point and complexity of the complaints closed attributable to each member in the relevant financial year. Therefore, user charges will likely be different each financial year as it based on a different set of complaints data. To ensure fairness, the financial period, data and methodology are applied consistently to applicable members.
Members who received five complaints or less in the 2022-23 financial year will not receive a user charge.
Progressive invoicing
Last year, AFCA introduced the option for progressive invoicing for members with a user charge over a certain threshold. For the 2023-24 financial year, this threshold is $50,000.
Members with a user charge of over $50,000 will automatically be invoiced monthly, however, these members can opt to receive their user charge invoices quarterly, bi-annually or annually. Instructions to opt-in to a different billing cycle will be included in members’ user charge invoice emails in August.
To reduce the administrative burden on members and AFCA, members with a user charge below the $50,000 threshold will receive a single, annual invoice in August.
Reminder: changes to the way members receive and pay invoices
While AFCA transitions from its existing Member Portal to a new system the way members receive and pay for invoices will change, including invoices for monthly complaints fees, systemic issues fees, user charge fees and annual registration fees.
Invoices will not be available in the Member Portal.
During this transition, invoices will be sent via email as attachments with instructions on how to pay including existing BPAY and Bank Transfer (EFT) payment options.
