Given some members have experienced issues accessing the new member portal, AFCA will send the June and July 2024 billing period invoices to members by email.

This means, these invoices will not appear in the new member portal. Instead, they will be sent to each member’s billing contact via email as attachments with instructions on how to pay.

User charge invoices

Members who received six or more complaints between 1 July 2023 and 30 June 2024 will be issued their FY24–25 user charge invoices in August, also by email.  

The user charge is an annual fee calculated at the start of the financial year 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 2023-24 financial year will not receive a user charge. 

Progressive invoicing  

AFCA provides the option for progressive invoicing for members with a user charge over a certain threshold. For the 2024-25 financial year, this threshold is $50,000.  

Members with a user charge over $50,000 will automatically be invoiced monthly, however, these members can opt to receive their user charge invoices quarterly, bi-annually or annually. AFCA will contact these members separately with guidance for opting into a different invoicing schedule. 

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.