AFCA is pleased to announce that its new member portal, case management system and consumer portal will launch on Monday 17 June 2024.
This means we will retire AFCA’s existing member portal (Secure Services) at close of business Friday 15 June.
This project has been AFCA’s largest transformation to date. We’re excited about the benefits the new member portal will bring as we work with members to resolve complaints in a more timely, transparent, and efficient way.
Migration
All open cases will be migrated to the new system from the time of launch. AFCA will also migrate case data from the last 6 months. Cases that close from the time of launch will also be visible in the new member portal for up to 6 months after closing.
Members that wish to access case data that is older than 6 months (from November 2018) should download this from the current member portal before launch. This data will no longer be available in the new member portal so any historical case information you need for reporting purposes should be downloaded before 15 June 2023.
Training
AFCA will publish and distribute training material in May. This will include short videos, user-guides and eLearning modules that explain the key features and new processes.
While this training is largely self-guided and instructed, our membership services and project teams will be available should members need further support.
We appreciate the time commitment required to learning the new portal, but we’re hopeful the user-friendly and intuitive system will make the transition period as simple as possible.
All training material will also be available after launch so members can refer to the guides and videos when needed or when onboarding new colleagues.
Accessing the new portal
Instructions and guides for accessing the new portal and creating accounts will be included in training material and other communications closer to launch. This will include guidance on setting up accounts and login information such as passwords and two-factor authentication.
Managing change
We appreciate this is a big change for our members. However, AFCA has more than 44,000 members – each who use the member portal in different ways – so our new member portal, training and go-live support has been designed to suit all members.
Our online hub includes information about new and changing processes as well as answers to frequently asked questions. Please review this information to assess what these changes will mean for your firm.
Post go-live support
Post go-live support will include access to a dedicated phone line and live chat function in the portal. We will also be increasing the capacity and expertise of our customer service and membership services teams, so they’re well-equipped and on-hand at go-live.
Updating your contact information
AFCA will continue to update members about the new member portal via Member News and email. If you have colleagues who are not signed up to Member News, they can do this from the existing member portal (Secure Services) homepage.
It’s also critical that we have the latest contact information for each membership to support the transition. You can update your contact details, including email address, in the existing member portal by following these steps:
- Login to the Member Portal and select ‘Update contact details’
- After clicking on ‘Update contact details’, please scroll down and select ‘Update personal details’
- Once you have updated your details, click ‘Submit’
Note: please allow one hour for any changes to take effect. Some limitations apply to contact changes within the portal; if you're unable to make the changes you need, a registered user can email membership@afca.org.au and we'll gladly assist.
