In this bulletin:
- How we will communicate with you
- Membership certificates
- Logging in to the member portal
- An update on the member benchmarking dashboard
- Continuous improvements to the member portal
- Where else can I find help?
As you know, AFCA recently launched a new member and consumer portal and case management system as part of our IT transformation project.
To help you and your teams navigate this transition period, we will keep you informed about important portal updates and our progress in resolving known issues through this new bulletin.
We understand that transitioning to a new system and adopting new processes can be challenging, and we are committed to supporting you through this change.
How we will communicate with you
We will continue to communicate with all AFCA members through our regular channels, including updating the member page on our website, our monthly Member News and bi-annual interactive Member Forum.
Since launch, we’ve encountered some unexpected issues with the new portal. We continue to update the details of common issues, temporary workarounds and the point reached in the resolution process on this webpage.
While we have a program in place to implement fixes as quickly as possible, it is crucial that fixes are ‘staged’ in an appropriate way to maintain the security of systems and data. For this reason, providing exact timeframes on the status is not always possible.
We will use this bulletin to highlight important portal updates and address common issues raised through your valued feedback.
Support for common issues
Membership certificates
We understand receiving membership certificates is an important regulatory requirement for our members. We are in the process of finalising and sending membership certificates to members that have paid the annual membership fee, which is now due and payable. If you have not already done so, please finalise payment of your annual membership fee.
Additionally, members can access and download the certificate within your membership dashboard on the member portal.
How to access your membership certificate
Logging in to the member portal
If you are accessing the member portal for the first time, you will need to create a new portal account. You cannot log in to the new portal using your Secure Services credentials.
When creating your portal account, you must use an email address that we already have on file against your membership. This ensures that your portal account is correctly linked to your AFCA membership. If you do not know the email address associated with your membership, please contact us before creating an account.
Once your portal account is set up, you can later change the email address.
The new portal also introduces individual accounts and role types. This is designed to provide each user with the level of access required for their role, and facilitates new and efficient ways to allocate, track and report complaints within the portal.
You can view a guide that explains the functionality and access rights of each role type below.
How to create a new portal account
An update on the member benchmarking dashboard
Earlier this month, we temporarily removed the Member Benchmarking Dashboard from the portal after becoming aware of irregularities with our migrated case data. We needed to take the necessary time to manually review and validate the data before making it available.
Last Friday, we were able to re-publish a partial, validated version of the dashboard. This provides members access to received, accepted and closed case data along with benchmarking functionality, and is viewable from your membership page on the portal.
We expect to re-publish further sections of the member benchmarking dashboard soon, following comprehensive verification and testing of the remaining data. We will include a further update on this progress in the next bulletin.
Continuous improvements to the member portal
AFCA has faced some unexpected challenges during the transition to our new systems and acknowledge that any disruptions caused to our members may be frustrating.
We assure you that our primary focus is on the experience for our members and consumers. Currently, this involves us addressing immediate concerns and pain points promptly, and in future, will see us implementing regular system enhancements through a continuous improvement environment.
Our goal has always been to enhance and accelerate the complaints process, and this is just the start of our journey towards greater efficiency. We will continue to share updates on system improvements, including details of the updates and the implementation process, in this bulletin. We welcome your feedback and encourage you to share this with our Membership team.
Thank you for your patience as we transition to a new, sustainable operating rhythm.
Where else can I find help?
We want to ensure that members have the support they need to handle complaints effectively and efficiently.
We have shared a range of resources designed to help members navigate the new portal and address needs at your own pace.
Contact us
If you encounter an issue with the member portal, please email membership@afca.org.au.
So that we can address your issue appropriately, please include as much information as possible (including screenshots).
