On Monday 17 June, AFCA delivered its IT transformation project, launching its new member portal, case management system, and consumer portal. 

We are pleased that most members with open complaints have accessed the new system and are engaging with AFCA through the portal. 

We’ve received feedback about the new system’s features and functionality, with some members highlighting the improvements it will bring to their processes over time. 

If you are a member with no open complaints, you may not yet have accessed the new member portal. Please see the Members with no open complaints section below for more information. 

Resolving known issues

As with any major technology transformation, it’s not unusual to experience access and functionality issues immediately after launch. 

We can confirm that most member queries about portal access have now been resolved. Since launch, we increased the capacity of our Membership Services team. This team has been working closely with individual members to address concerns on a case-by-case basis, and support users in accessing and understanding the system.

We appreciate some issues and delayed response times were frustrating and would like to thank impacted firms for their patience and understanding. We also apologise for any disruptions these issues caused. 

We are aware of some minor issues impacting the functionality of the portal – all of which are being investigated by our IT team. 

To keep members updated on the resolution of these issues, we have published a webpage including resolution status, temporary workarounds where possible, and actions taken by AFCA. 

We have since resolved the following issues:

• Access issues caused by redirection on duplicate contacts.
• Access issues caused by users having multiple profiles on the same account.
• Swapping of complainant and member contact details when complaints are re-assigned to another contact.

Our investigation into several other challenges raised by members has found no defects with the new system. Some of these challenges instead relate to contact role types and permissions – where users cannot view certain features of the portal because of the role type assigned to them. 

We will continue to update this page regularly as things progress and ask that members check this page for the latest information. 

If you encounter an issue that is listed on this page, please refer to the guidance until the issue is resolved. Where you have a unique issue, or have emailed us without resolution, we will respond as soon as we can. 

Members with no open complaints

Members with no open complaints may not have accessed the new portal, as they do not need to use the system to manage any complaints.

These members may wish to create a new portal account to view and manage their membership, such as accessing membership certificates. However, invoices are not yet available in the portal.  

If you have not yet created a new portal account, and wish to do so, please follow the instructions on the AFCA website here. Please do not attempt to use your Secure Services credentials.

These will not work in the new member portal. You will need to register for a new account using the email address associated with your membership. You can use the same email address if you’re associated with multiple memberships. 

Refer to the member portal hub to find helpful information about setting up your account, including the contacts and role type guide – which explains the access permissions for different users based on their role type.

If you encounter an issue creating an account and logging in, please first refer to the known issues webpage.