To ensure members have the information they need to forecast and budget for AFCA fees and charges in FY24, AFCA will produce user charge estimates for applicable members (those who received six or more complaints in the financial year). 

From March, AFCA will send user charge estimates by email to the relevant contact of each applicable member.

What is the user charge? 

The user charge is an annual fee which is calculated at the start of the financial year and is 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. To ensure fairness, the financial period, data and methodology are applied consistently to all members. 

Who receives a user charge estimate? 

AFCA's user charge applies to members who receive six or more complaints in the financial year. Therefore, only members who have received six or more complaints will receive a user charge estimate.  

Members who have fewer than six complaints closed in the financial year will not receive a user charge estimate as they are not subjected to a user charge. 

Find out more about the user charge here.