06 September 2024
In this bulletin:
- Inability to sort documents by date
- Preparing for end of month closures at referral
- Update on the member benchmarking dashboard
- Transitioning to monthly member portal bulletins
- Where else can I find help?
In this fourth issue of the member portal bulletin, we address common issues members are experiencing and share information to help you prepare for end of month closures at referral. We also provide an update on the member benchmarking dashboard and our plans to communicate with you about the member portal going forward.
How to share your feedback
Thank you for continuing to share your valued feedback. We are updating our ‘Known issues’ page regularly with the issues members have raised, along with temporary workarounds and resolution status updates. If you are experiencing an issue in the portal, please check this page in the first instance.
If you wish to provide feedback or have a question about the portal, please contact AFCA’s Membership Services team.
- Live Chat: available on our website and in the member portal
- Raise a member request in the portal
- Phone: 1300 56 55 62
- Email: membership@afca.org.au
For specific case-related queries, please contact your AFCA case worker.
Inability to sort documents by date
We received feedback that members are unable to sort case documents by creation date in the portal. This is a known issue to us, and we are working to address this in a future system update.
Preparing for end of month closures at referral
To help you prepare for end of month complaint closures, we would like to remind you about our new, automated process for closing complaints at referral.
AFCA now requires direct confirmation from the complainant to close a complaint, even if the member provides a signed agreement.
We know end of month is a busy time for everyone. To avoid unnecessary delays in this process, members should respond to the ‘final response request’ at the time of offering a resolution to the complainant, rather than waiting for a signed agreement. This triggers the response request to the complainant and initiates the 14-day process.
We have previously shared step-by-step instructions on managing and providing a final response.
How to manage and provide a final response
Update on the member benchmarking dashboard
We have paused our latest system update due to an unexpected error with the platform that has been escalated to Microsoft. This has impacted progress on releasing the full member benchmarking dashboard.
We are working with Microsoft to resolve the issue and will update the ‘Known issues’ page with more information as soon as we can.
Transitioning to monthly member portal bulletins
We started this fortnightly bulletin in late July to keep members informed about important updates to our new member portal and support you through this period of change.
Our focus now is to continually improve the experience for all users of our new systems, addressing feedback through regular system updates. We have monthly system updates planned for the remainder of the calendar year to resolve high-priority issues and implement enhancements.
Pleasingly, we are also seeing fewer new issues being raised, and we are making steady progress in resolving the ones known to us.
To align with our system updates, starting in October we will share this bulletin on a monthly basis, highlighting key improvements and new features implemented in each update.
Where else can I find help?
We have shared a range of resources designed to help members navigate the new portal and address needs at your own pace.
